I. PURPOSE

The Service Delivery Manager (SDM) is responsible for ensuring high levels of customer satisfaction, operational excellence, and seamless service delivery across all managed accounts. The role focuses on strengthening customer relationships, driving service renewals and expansions, and ensuring alignment between customer expectations and internal delivery capabilities.

The SDM serves as the primary coordination point among internal teams, business units, vendors, and customers to ensure timely resolution of issues, effective communication, and successful delivery of contractual obligations. The role also supports continuous improvement initiatives, customer retention strategies, and operational efficiency programs that contribute to overall business growth and customer success.

II. DUTIES AND RESPONSIBILITIES

Customer & Service Management

• Drive po...