Description
The Service Delivery Manager serves as the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. The role manages service performance against SLAs, KPIs, and OLAs; leads service reviews and escalations; produces performance reports; drives service improvement and innovation; oversees major incident communications and post-incident reviews; supports change and problem management; and collaborates with account management on service growth and contract renewals. The role requires experience in a Tier-1 service provider, telco, or managed services environment, large enterprise or public sector service management, ITILv4 knowledge, senior stakeholder engagement, and the ability to present technical data in a business-oriented manner.
