Service Delivery Manager

The Service Delivery Manager is a business relationship manager. You are responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), stimulating operational automation, and optimizing the use of technical and personnel resources. The SDM also identifies new technical and business opportunities to expand the scope of managed services.

The key responsibilities are:

• Function as the primary point of contact between customers and operational teams, where you internally advocate for the customer's interests while simultaneously ensuring the priorities of the company are met.
• Manage operational accounts, evaluate tickets and requests, and ensure they align with customer expectations.
• Prepare and validate monthly Service Level Reports and present them during steering committee meetings.
• Report risks, problems, and business opportunities to internal stakeholders.
• Maintain oversight of billing processes, ensuring accuracy and timely follow-up on payments.
• E nsure that service delivery is in line with contractual agreements and ITIL processes.
• Stimulate initiatives for continuous service improvement (CSI) to improve efficiency and quality.
• Manage risks – operational, financial, and project-related.
• Handle critical incidents (also outside office hours) and coordinate solution-oriented efforts.
• Manage change requests and small to medium-sized projects (up to approximately 100 days), including planning, cost estimation, and responsibility for profit and loss.
• Support pre-sales activities by validating service offerings and guiding sales teams when necessary.