Technical Service Delivery Manager

The Service Delivery Manager is a business relationship manager. You would be responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), driving operational automation, and optimizing the utilization of technical and human resources. The SDM also identify new technical and business opportunities to expand the scope of managed services. Key responsibilities include:

• Acting as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities.

• Managing operational accounts, reviewing tickets and requests, and ensuring alignment with customer expectations.

• Preparing and validating monthly Service Level Reports and presenting them during steering committee meetings.

• Reporting risks, issues, and business opportunities to internal stakeholders.

• Overseeing invoicing processes, en…