Position Summary

The Service Delivery Manager (SDM) serves as the primary operational and service management lead responsible for ensuring the successful delivery of managed collaboration, conferencing, and IT services to the customer. The SDM acts as the key liaison between the customer, service delivery teams, and operational support functions, ensuring service excellence, SLA compliance, continual service improvement, and customer satisfaction throughout the contract lifecycle.

The SDM will oversee service operations, manage escalations, coordinate cross-functional teams, lead service reviews, and drive process improvements aligned with ITIL best practices. This role requires strong stakeholder management, operational governance, service management expertise, and the ability to drive customer-focused outcomes.

Key Responsibilities

Service Delivery & Operations Management

• Own and manage the overall service relationship between the customer and service delivery teams.
• Monitor day-to-day service operations and ensure services are delivered according to agreed SLAs and contractual commitments.
• Review operational performance metrics and service reports to identify trends, risks, and opportunities for improvement.
• Coordinate multiple support teams to ensure seamless service delivery.
• Act as the primary escalation point for service-related issues and operational challenges.

Service Level Management

• Monitor and review SLA achievement and operational KPIs.
• Investigate service performance issues and coordinate corrective actions.
• Ensure timely resolution of SLA breaches and service-impacting incidents.
• Manage service credits and remediation activities related to missed SLAs.
• Prepare and present service performance reports to customer stakeholders.

Customer Relationship Management

• Build and maintain strong relationships with customer stakeholders.
• Lead Monthly Service Reviews (MSRs) and operational review meetings.
• Participate in Quarterly Business Reviews (QBRs).
• Facilitate customer planning, service enhancement, and issue-resolution sessions.
• Drive customer satisfaction and customer experience initiatives.

Continual Service Improvement (CSI)

• Identify opportunities for service enhancement and operational efficiency.
• Develop and track continual service improvement plans.
• Analyze service trends, customer feedback, and operational data to recommend improvements.
• Drive implementation of approved service improvement initiatives.

ITIL Process Governance

• Ensure adherence to ITIL service management processes and operational policies.
• Govern and support:
• Incident Management
• Problem Management
• Event Management
• Change Management
• Request Fulfillment
• Asset Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Governance and Compliance
• Continual Service Improvement

Resource & Capacity Planning

• Support resource planning activities to ensure adequate service coverage.
• Assess service capacity requirements and provide recommendations.
• Collaborate with operational teams to forecast demand and resource needs.

Documentation & Compliance

• Maintain and enforce operational procedures and customer-specific service documentation.
• Ensure operational processes are documented within the Customer Service Guide (CSG).
• Drive compliance with customer standards, governance requirements, and service delivery processes.

Stakeholder & Team Coordination

• Coordinate activities across internal support teams, vendors, and customer stakeholders.
• Resolve process integration challenges between operational teams.
• Provide input to training programs and operational readiness initiatives.
• Support onboarding and transition activities for new services.

Required Skills & Qualifications

Mandatory Skills

• 5+ years of Service Delivery Management, IT Operations Management, or IT Service Management experience.
• Strong knowledge of ITIL Service Management processes and best practices.
• Experience managing SLAs, KPIs, operational reporting, and service governance.
• Proven experience leading customer-facing service reviews and executive presentations.
• Strong incident, problem, change, and escalation management experience.
• Experience coordinating cross-functional technical and operational teams.
• Excellent stakeholder management and customer relationship skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience with service reporting, performance metrics, and trend analysis.
• Exceptional verbal and written communication skills.
• Strong organizational, planning, and project coordination capabilities.

Preferred Skills

• Experience supporting Unified Communications, Video Conferencing, or Collaboration Services.
• Experience with enterprise managed services environments.
• ITIL Foundation, Practitioner, or Intermediate certification.
• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of AV, Telepresence, Zoom, Microsoft Teams, Cisco Webex, or video conferencing technologies.
• Experience supporting large enterprise customers and global service delivery environments.

Education & Experience

Required

• Bachelors degree in Information Technology, Business Administration, Telecommunications, or related field (or equivalent experience).
• Minimum 5 years of Service Delivery Management or IT Service Management experience.

Preferred

• ITIL Certification.
• PMP, Prince2, or Service Management certifications.
• Experience in enterprise collaboration, conferencing, or managed services environments.

Key Competencies

• Customer Focus
• Leadership & Influence
• Service Excellence
• Operational Governance
• Strategic Thinking
• Continuous Improvement
• Escalation Management
• Communication & Presentation Skills
• Relationship Management
• Problem Solving & Decision Making

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