SUMMARY:
Join our dynamic team as a Service Delivery Manager and be the crucial link between client satisfaction and operational performance. You’ll be responsible for managing end-to-end service delivery, fostering strong client relationships, and ensuring continuous improvement across all support and delivery functions.

POSITION INFO:

Requirements:

• Proven 2+ years’ experience in Service Delivery, Customer Success, or IT Operations Management
• Strong understanding of service delivery models, SLAs, KPIs, and ITIL practices
• Familiarity with ticketing systems (e.g. AutoTask) and reporting tools
  • Proven experience managing external client relationships, with a strong focus on service excellence and client satisfaction
  • Confident and assertive in collaborating with internal teams to ensure service standards and delivery expectations are met
  • Excellent written and verbal communication skills, with the ability to clearly translate technical information for diverse audiences
  • Strong analytical skillswith the ability to anticipate issues and proactively propose solutions
    • Highly organized, with the ability to prioritize workloads and manage multiple tasks to meet tight deadlines
    • Self-motivated and adaptable, able to work independently as well as collaboratively in a team environment
    • Demonstrated ability to remain calm, make informed decisions, and think creatively under pressure
    • Empathetic and customer-focused, able to understand and respond effectively to client needs and concerns
    • Detail-oriented with a commitment to accuracy and quality in all deliverables
    • Flexible and responsive to changing client and business priorities
    • Takes full ownership of deliverables, outcomes, and client escalations with a solutions-driven mindset.

Key Responsibilities:

Client Relationship & Escalation Management

• Establish strong, trust-based relationships with clients, define interaction models and escalation paths.
• Identify early signs of dissatisfaction and implement strategies to improve client retention.
  • Take ownership of service performance, ensuring customer expectations are met and exceeded.

Reporting & Monitoring

• Manage service monitoring and escalation processes.
• Deliver accurate and timely service reports to internal stakeholders and clients.
• Track onboarding activities, milestones, and delivery timelines.

Continuous Improvement & Feedback

• Gather client feedback and propose service enhancements.
• Analyze internal and third-party processes to identify opportunities for optimization.
• Implement performance improvement initiatives across delivery processes.

Ticketing & Incident Management

• Ensure timely resolution of all client-facing tickets with clear, well-documented responses.
  • Take leadership during critical incidents, coordinating with resolution teams and communicating status updates.
  • Lead post-incident reviews and drive improvements based on lessons learned.

Team & Cross-Functional Collaboration

• Act as the liaison between internal teams and clients regarding procedures and best practices.
• Assist with onboarding for new and existing clients, ensuring seamless integration and handover.

Billing & Compliance

• Oversee and maintain billing processes and standards for daily, weekly, and monthly cycles.
• Ensure accuracy, completeness, and timely delivery of billing data.

Risk & Issue Management

• Identify service delivery risks and implement proactive mitigation strategies.
• Prevent potential escalations through risk assessment and responsive action planning.

Service Performance & Optimization

• Monitor and manage support functions to maintain high service levels.
• Ensure systems and methodologies are in place to support effective delivery.
• Maintain continuous alignment of services with client needs and contractual SLAs.

Stakeholder Engagement & Strategic Oversight

• Drive internal and external stakeholder alignment to meet long-term service goals
• Take accountability for service delivery excellence and support future business growth