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, video conferencing, Unified Communications (UC), AV, 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.
This role also serves as the operational lead for enterprise Video Conferencing and Unified Collaboration Services, ensuring the availability, reliability, and performance of video conferencing platforms across the customer environment.
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.
- Manage the operational delivery of enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services.
- Ensure the availability, reliability, and performance of enterprise video conferencing platforms across global meeting environments.
- Coordinate AV, Collaboration, Networking, and Operations teams to resolve conferencing-related incidents and service issues.
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.
- 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).
- Drive customer satisfaction and customer experience initiatives.
ITIL Process Governance
Ensure adherence to ITIL service management processes and operational policies, governing Incident Management, Problem Management, Change Management, Request Fulfillment, Asset Management, and Continual Service Improvement.
Documentation & Compliance
- Maintain and enforce operational procedures and customer-specific service documentation.
- Drive compliance with customer standards, governance requirements, and service delivery processes.