Service Delivery Manager

Job summary

The Service Delivery Manager is responsible for managing daily global service delivery operations, ensuring high-quality customer service and operational efficiency while adhering to service-level agreements (SLAs). This role serves as a vital link between customers, operations teams, logistics partners, and service providers to facilitate seamless delivery of IT asset disposition and managed services.

Qualifications

• Over 5 years of experience in service delivery, customer operations, or related operational management roles.
• Experience in IT services, IT asset disposition, or technology lifecycle management preferred.
• Proven track record of improving operational performance and customer satisfaction.

Responsibilities

• Oversee daily service delivery operations across multiple regions, ensuring consistent execution and SLA performance.
• Monitor operational workflows and coordinate with logistics and service partners for timely processing of devices.
• Identify operational bottlenecks and drive continuous improvement initiatives.
• Act as the primary point of contact for service-related customer communications and escalations.

Skills

• Strong customer relationship management and communication skills.
• Proficiency in Microsoft Suite/Microsoft 365.
• Excellent organizational skills and attention to detail.

Education

• Relevant degree or equivalent experience in a related field preferred.

Tools

• Familiarity with customer-specific portals and systems related to service delivery.