Service Delivery Manager (Collaboration & Unified Communications)

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.