Service Delivery Manager

8-10 Years

Save

Early Applicant

Job Description

Responsibilities

Participate in preparing technical proposals for maintenance projects with the sales team.
Validate delivery project results based on UAT testing before transitioning to maintenance.
Develop dashboards for ongoing maintenance services (e.g., support services, engineer allocation).
Monitor implementation of maintenance services, including SLA compliance and issue resolution.
Coordinate ticket resolution with engineers and escalate issues to product support when needed.
Prepare monthly maintenance reports detailing device performance and helpdesk activities (e.g., ticket volumes, response times).
Coordinate BAST preparation and invoice issuance for monthly client billing.
Follow up on conflicts related to maintenance services, including troubleshooting and billing.
Stay updated on relevant technological trends to identify service improvement opportunities.

Requirements

Bachelor's or Master's degree in Information Technology, Engineering, Business Administration, or related field.
Minimum 8 years in project management in IT or cybersecurity services, with a proven record of managing high-complexity projects.
Experience in managing client-facing support functions and coordinating across cross-functional teams.
Strong understanding of IT service management (ITSM), SLAs, and support workflows.
Understanding of cybersecurity environments and maintenance workflows.
Proficient in documentation and reporting for client-facing deliverables.
Client-focused with strong problem-solving skills.
Excellent communication and coordination across teams.
Detail-oriented and proactive in addressing service delivery challenges.