Service Delivery Manager

As a Service Delivery Manager, you will be accountable for end-to-end service delivery, performance and customer experience across assigned managed service customers. You will operate as a trusted partner, ensuring services are proactive, value‑led and aligned to customer business outcomes.

Success is measured by customer trust, service quality, retention and perceived value, not just SLA attainment. You will have a single point of accountability, owning outcomes, driving improvements and ensuring customer confidence in both service and organisation.

Job Role Responsibilities

• Own end-to-end service delivery across key managed service clients.
• Build strong customer relationships and act as their advocate.
• Drive service performance, SLA delivery, and continual improvement.
• Lead service reviews (MSRs/QBRs) with insight‑led recommendations.
• Manage risk, escalations, and customer sentiment proactively.
• W...