About the Role
As Service Delivery Manager, you'll be responsible for delivering SaaS products and services with excellence, meeting client expectations, and driving continuous operational improvements.
You'll blend technical acumen, customer focus, and leadership to manage delivery, escalations, and optimization across the full service lifecycle.
What You Will Do
- Act as the primary client contact for service delivery matters; build trust and manage expectations
- Translate client requirements into implementation plans, then lead execution to hit milestones, quality, and scope
- Define, evolve, and enforce service delivery policies, procedures, and governance to support consistency and scalability
- Lead, coach, and empower team members to meet SLAs, targets, and professional growth
- Monitor KPIs, SLAs, performance metrics; run root cause analyses and corrective actions
- Own post-implementation support and operational monitoring, including standby/after-hours as needed
- Interface with cross-functional teams to resolve escalations
- Conduct periodic service reviews with clients, incorporate feedback, and drive enhancements
- Advocate for and drive service automation, process improvements, and standardization
Keep updated with IT service management best practices, trends, and technologies
What We Are Looking For
What You'll Gain
- Ownership of end-to-end service delivery, with real influence on processes and tech
- Exposure to cross-functional challenges (client management, ops, support, security)
- Platform to lead scalable transformation and automation initiatives
- Clear path for growth into senior operations, product, or technology leadership