Service Delivery Manager- Digital Workplace Solutions

* United States of America

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The Service Delivery Manager (SDM) is a customer-facing role within the North America Digital Workplace Solutions (DWS) Service Management Office (SMO), reporting to the Senior Manager, Service Management Office. The SDM is responsible for the successful delivery, governance, and operational management of one or more strategic customer accounts, ensuring service commitments are consistently achieved while fostering strong customer relationships.

Acting as the primary interface between the customer, delivery teams, account leadership, and executive stakeholders, the SDM drives operational excellence, service quality, customer satisfaction, and continuous improvement across the customer lifecycle. The role is accountable for service performance, governance execution, risk management, financial stewardship, and ensuring alignment between customer expectations and delivery outcomes.

Key Responsibilities

Customer Relationship Management

• Serve as the primary service management contact for assigned customer accounts.
• Develop and maintain trusted relationships with customer stakeholders, including operational leaders, executives, and key business contacts.
• Lead regular customer governance meetings, service reviews, operational reviews, and executive business reviews.
• Ensure customer concerns, risks, and escalations are addressed proactively and resolved in a timely manner.
• Advocate for customer needs while balancing contractual commitments, operational requirements, and business objectives.
• Support customer satisfaction, retention, and growth initiatives by identifying opportunities to enhance service performance and customer outcomes.

Service Delivery & Governance

• Own service management governance for assigned accounts, ensuring adherence to established SMO operating standards.
• Monitor and manage service performance against contractual commitments, SLAs, KPIs, and operational objectives.
• Facilitate regular operational reviews with delivery teams to assess performance, identify trends, and address areas requiring improvement.
• Drive accountability across cross-functional delivery teams to ensure service commitments are achieved.
• Ensure accurate and consistent service reporting, including performance metrics, risk assessments, action plans, and customer communications.
• Maintain visibility into program health, dependencies, issues, and operational risks.

Incident, Risk & Escalation Management

• Serve as the service delivery lead for customer escalations and major service issues.
• Coordinate cross-functional response teams to address high-priority incidents and service disruptions.
• Drive root cause analysis activities and ensure corrective and preventative actions are implemented.
• Identify and mitigate delivery, operational, and customer experience risks before they impact service performance.
• Provide clear and timely communication to customer and internal stakeholders during critical situations.

Continuous Improvement & Service Excellence

• Identify opportunities to improve service quality, operational efficiency, and customer experience.
• Lead service improvement initiatives aligned to customer priorities and operational objectives.
• Support the implementation of standardized processes, governance models, and best practices across the DWS organization.
• Leverage data and analytics to identify trends and recommend actionable improvements.
• Drive adoption of automation, AI-enabled capabilities, and process simplification opportunities where appropriate.

Financial & Contractual Management

• Partner with account leadership and finance teams to support revenue, margin, and cost management objectives.
• Monitor contract performance and ensure services are delivered within agreed scope and commercial parameters.
• Identify and manage scope changes, risks, assumptions, and service dependencies that may impact financial performance.
• Support forecasting, budgeting, chargeback validation, and change order activities.
• Provide visibility into financial risks and opportunities affecting assigned accounts.

Program & Project Coordination

• Collaborate with project managers, transition teams, and operational leaders to support customer initiatives and transformation programs.
• Ensure operational readiness for new services, projects, and program changes.
• Coordinate across delivery towers to ensure successful execution of customer priorities.
• Support organizational transformation initiatives and service modernization efforts.

Executive & Cross-Functional Collaboration

• Work closely with Sales, Delivery, Operations, Engineering, PMO, Finance, Procurement, and Customer Success teams.
• Provide account health updates, risk summaries, and operational insights to leadership.
• Contribute to account planning, customer strategy discussions, and business reviews.
• Support account growth and renewal activities through strong operational performance and customer advocacy.

Basic Qualifications

• Bachelor's degree in Business, Information Technology, Management, or related field, or equivalent experience.
• 5+ years of experience in IT service delivery, managed services, service management, or customer success roles.
• Experience managing customer-facing service delivery engagements in Digital Workplace Services, End-User Computing, Infrastructure Services, or Managed Services environments.

Preferred Qualifications

• Demonstrated experience leading operational governance and customer review processes.
• Strong understanding of service-level management, KPI reporting, and contractual service obligations.
• Experience managing customer escalations and driving issue resolution in complex environments.
• ITIL Foundation certification or strong knowledge of ITIL service management principles.
• Proven success managing relationships with customer executives and senior business stakeholders.
• Experience using service management platforms, reporting tools, and dashboard solutions.
• Knowledge of automation, AI-enabled service management, and operational analytics.

* United States of America