Service Delivery Manager - Remote

Overview

As the Service Delivery Manager (SDM), you will be the operational lead within a dedicated, multidisciplinary team of customer service engineers. Your primary responsibility is to deliver the highest level of quality and value in managed services to selected customers. Additionally, you are tasked with enhancing customer relationships, satisfaction (CES/CSAT), communication, service levels (KPI), and service contracts.

In Short

• Leading and improving a high-performance DevOps customer support team.
• Maintaining positive relationships with customers, aiming for business growth.
• Identifying customer needs and overseeing service delivery within the business context.
• Being accountable and approachable when managing incident escalations.
• Managing financial contracts (SLA) and budgets for assigned customers.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using creativity to improve services.
• Building partnerships and liaising with team leaders for service delivery criteria.

Requirements

• Strong leadership qualities.
• Customer-centric attitude.
• Excellent teamwork skills.
• Excellent communication and analytical skills.
• Proactive and results-driven mindset.

Benefits

• Opportunity to lead a multidisciplinary team.
• Enhance customer relationships and satisfaction.
• Work in a dynamic and supportive environment.
• Career development opportunities.
• Engagement in continuous learning.