Customer Delivery Manager

Essential Duties and Responsibilities:

1. Client Relationship Management & Value Delivery

• Lead and nurture strong client relationships, ensuring high levels of customer satisfaction and trust.
• Act as the primary point of contact for service-related matters, managing expectations and addressing concerns proactively.
• Conduct regular service review meetings with clients to ensure transparency, alignment and continuous value realization.
• Drive customer adoption of services and solutions to maximize value, ROI and long-term partnership growth.
• Discover new leads and identify opportunities for renewals, expansions and upsell in collaboration with account teams.

2. Service Operations, Governance & Continuous Improvement

• Oversee day-to-day managed service operations to ensure efficiency, quality, and service reliability.
• Lead service governance activities, ensuring adherence to standards, SLAs and compliance requirements.
• Monitor service performance, analyze operational trends and implement corrective or preventive actions.
• Drive incident, problem and change management processes to minimize service disruptions.
• Conduct Root Cause Analysis (RCA) for major incidents and lead the implementation of long-term fixes.
• Identify and execute initiatives for service optimization, automation, improved processes and cost efficiency.

3. Team & Resource Management

• Lead and manage service delivery teams, ensuring appropriate resource allocation, workload balance and skills development.
• Coordinate with third-party vendors and subcontractors to ensure seamless, integrated service delivery and compliance with commitments.
• Provide guidance, support and leadership to internal teams to drive operational excellence and continuous improvement.

4. Escalation & Issue Resolution

• Manage escalations effectively, ensuring timely resolution and communication with stakeholders.
• Maintain governance discipline across the service lifecycle to prevent recurring issues and ensure service stability.

5. Business & Financial Management

• Manage service budgets, track costs and ensure profitability of service engagements.
• Align service delivery operations with business goals, revenue targets and customer success outcomes.

Education and/or Work Experience Requirements:

• Minimum 3 years of experience in managing customer expectation, customer success, IT service delivery management, IT operations, managed services or related fields.
• Customer-focused mindset with strong problem-solving skills.
• Proven track record of managing IT services in an enterprise or system integrator environment.
• Ability to manage multiple clients and priorities in a fast-paced environment with changing demands.
• Demonstrated experience in an enterprise or system integrator environment, with knowledge of Microsoft solutions like Azure, Microsoft 365, Data & AI or related are a plus.
• Strong communication and interpersonal skill for building and maintaining customer.
• Microsoft Certification preferred, with a passion for staying updated on cloud solutions.
• Strong analytical, reporting skill, problem-solving skills and client handling experience, able to work independently under pressure with changing priorities and unstructured environment