Role Summary / Job Purpose

The SDM role is primarily customer-facing and strategically oriented, ensuring that service delivery processes not only meet SLAs but also advance client business objectives and long-term goals. Operating with a high degree of autonomy, the SDM manages complex service environments and converts operational insights into clear, actionable recommendations for senior leadership. The position is accountable for maintaining service delivery and support processes that consistently deliver exceptional client service in a cost-efficient manner. Beyond operational excellence, the SDM ensures all activities are aligned with business impact metrics and client success

Key Responsibilities

Client & Stakeholder Management

The SDM acts as the primary liaison for clients and internal stakeholders, ensuring service expectations are clearly defined, communicated, and cons...