The Service delivery manager will manage a mixture of large/smaller customers. The SDM manages the customer relationship from a service quality and operations perspective and ensures he or she delivers to its service level agreements at minimum.
- Acts as the customer’s advocate on operational and service management matters
- Leads customer interaction on service related issues and orchestrates actions within the company to ensure a quick resolution
- Is commercially minded and works in close proximity with the account management team to position the company strongly for business retention, contract renewal and service extension
- Has an understanding of both the business and technical aspects of working with the customer