Customer Delivery Manager
Core
Formulates strategy for service delivery, manages high-risk projects, and leads cross-functional teams to ensure SLA compliance and cost efficiency.
Role type
Senior Customer Delivery Manager
Builds
Service delivery operations and strategic account plans
Domain
IT Services / Business Operations
Required skills
Strategy formulation, cost management, high-risk project oversight, cross-functional leadership, SLA management, vendor negotiation, change management, presales support, knowledge management
Preferred skills
ITIL/ITSM experience, business administration background, customer support experience
Technologies
ITIL, ITSM
Responsibilities
Formulate strategies for performance metrics, escalation, and change management; Own expense targets and implement cost controls; Manage high-risk projects and lead cross-functional teams; Oversee SLA delivery and manage vendor negotiations; Identify revenue opportunities and contribute to strategic plans; Drive cross-organization optimization and enhance customer engagement processes; Participate in presales and change order negotiations; Apply subject matter expertise to resolve complex business issues and establish policies.
Seniority
Senior, hands-on IC with mentorship responsibilities