Service Delivery Manager

• Do you thrive in a role where you act as the trusted advisor to customers and take ownership of service quality, performance, and customer outcomes?
• Do you enjoy balancing customer satisfaction, service excellence, continuous improvement, and commercial success while coordinating multiple stakeholders?
• Would you like to be part of an international services team where your ability to build relationships, resolve challenges, and drive improvement makes a visible impact for customers?

Location: Bucharest, Romania; Timisoara can also be considered | Reports to: Team Lead - Services Success Manager | Function: Services | Work Arrangement: Hybrid | Visa Requirements: Valid working visa for Romania | Language Requirements: Fluent / professional English, written and verbal; Romanian at conversational level; French or Italian would be a plus | Learn more: softwareone.com

As our Service Delivery Manager, you will own end-to-end service delivery for your assigned customer portfolio, ensuring contracted services are delivered with the agreed quality, performance, and scope. Acting as the main customer contact, you will build trusted relationships, lead service reviews, manage escalations, and translate feedback into clear actions. You will connect customers, delivery teams, partners, and sales to ensure reliable service performance while identifying opportunities for improvement, retention, and growth.

Key Responsibilities

• Own customer satisfaction outcomes by acting as the primary point of contact and trusted advisor across operational, managerial, and executive stakeholder levels.
• Oversee the end-to-end delivery of contracted services, ensuring delivery meets agreed quality standards, scope, SLAs, and ways of working.
• Coordinate internal delivery teams, partners, and vendors so responsibilities are clear, hand-offs are smooth, and customer outcomes remain the shared focus.
• Track service performance against SLAs and KPIs, validate reporting data, analyse trends, and lead operational and strategic service reviews with documented actions.
• Drive timely resolution of service issues, major incidents, and escalations while ensuring root cause analysis, corrective actions, and risk mitigations are completed.
• Lead continual service improvement by maintaining a prioritised CSI register, removing process inefficiencies, and translating service management best practices into measurable enhancements.
• Manage contractual agreements, service descriptions, SLAs, financials, and change requests, flagging commercial risks, overruns, unbilled work, or penalties early with proposed actions.
• Develop and maintain service roadmaps aligned to customer business objectives, contributing delivery insight to account planning, QBRs, renewals, and growth opportunities.
• Resolve internal blockers, dependencies, and conflicting priorities while sharing lessons learned and best practices across the Service Delivery Manager community.