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Senior Service Delivery Manager
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Director of Service Delivery
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Director of Service Delivery
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IT Service Delivery Manager
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Senior Project Manager
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Senior Service Delivery Manager
3 months ago
The role of Senior Service Delivery Manager (SDM) falls under the Client Success (CS) organization, responsible for overseeing the client relationship from start to finish.
The Senior SDM comprehends all contractual agreements, performance levels (SLO/SLA), service offerings, and capabilities. This knowledge helps them guide clients in maximizing the value of Centrilogic's business model and solution delivery teams. They apply IT service management, relationship management, and project management principles, along with various resources and tools to fulfill their duties.
Moreover, this position involves leadership and mentorship for all Service Delivery Managers in the team. It entails collaborating with the Director, Service Delivery to establish effective processes and tools for tracking team objectives and fostering positive relationships with other departments like Sales, Operations, PMO, and Professional Services.
The Senior SDM is characterized by a strong sense of urgency, understanding that the client's success is the top priority. They manage a dynamic set of top accounts, focusing on high-touch, strategic, or complex accounts. Key responsibilities include:
- Engagement Governance, involving maintaining robust relationships with clients, understanding their business and objectives, and ensuring compliance with service obligations.
- Client Health Monitoring and Run State Assessment, which includes assessing customer satisfaction, monitoring client retention risks, and overseeing service improvement plans.
- Service Governance, where the focus is on SLA compliance, tracking operational metrics, and managing service delivery issues.
- Touchpoints, involving regular calls with clients, aligning with contractual touchpoint schedules, and ensuring necessary outcomes.
- Technical Advisory, where the SDM acts as a point of service oversight, provides technical expertise, and advises on stability.
- Mentorship and Administrative Areas, focusing on sharing experience within the team, contributing to knowledge base creation, and optimizing workflows.
- Required Experience: Over 12 years in technical customer relationship management roles, experience in post-sales functions, and familiarity with network infrastructure and security concepts.
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