Service Delivery Manager
Core
Acts as the primary technical liaison between engineering/delivery teams and customer-facing teams (CS/Sales), translating customer issues into technical requirements and technical status into plain-English updates.
Role type
Service Delivery Manager (Technical Liaison)
Builds
Operational service performance, incident management processes, and cross-timezone communication rhythms.
Domain
SaaS platform operations, incident management, and customer success support.
Deliverable
Dashboards & analysis (operational KPIs, outage reports) and client delivery (incident resolution, status updates).
Required skills
Incident management, SLA-driven operations, technical translation, operational process development, risk identification, cross-timezone coordination.
Preferred skills
Pre-sales technical scoping, continuous improvement from pattern analysis, async communication discipline.
Technologies
Mosaiq platform (to be learned), internal delivery tools.
Responsibilities
Triage and escalate incidents; translate customer needs to engineering; produce monthly operations reports; maintain service operations documentation; coordinate with UK CS team across time zones; assist Sales with pre-sales technical questions.
Seniority
Mid-level IC, no direct reports.
