Leads a team of Service Delivery Specialists to execute standardized B2B service deliveries across SMB and SLED/FED environments.
Monitors execution health proactively and intervenes to prevent delivery drift or compliance risks.
Balances customer experience, throughput demands, and compliance requirements to maintain high-quality service.
Coordinates cross-functionally to resolve delivery blockers and facilitate smooth transitions to lifecycle support teams.
Implements operational rigor and continuous improvement initiatives.
Supports compliance with defined operational frameworks and company policies.
Develops and mentors team members through strong people leadership.

Bachelor's Degree Business Administration, Information Technology, or Related Field (Required)
Master's/Advanced Degree Business Administration, Information Technology, or Related Field (Preferred)
4-7 years Managing service delivery teams in a B2B environment, ensuring operational consistency and compliance with defined frameworks (Required)
2-4 years Leading cross-functional coordination to resolve delivery blockers and facilitate smooth transitions between operational teams (Required)
4-7 years Implementing process improvements and monitoring execution health to drive predictable outcomes and sustained team effectiveness (Required)
Knowledge of standardized B2B service delivery models and methodologies, including Agile, waterfall, and ITIL (Required)
Experience in monitoring execution health, balancing customer experience, throughput, and compliance within defined operational frameworks (Required)
Ability to proactively identify, analyze, and intervene in delivery drift or compliance risks (Required)
Knowledge of Lean and other continuous improvement techniques (Required)

Service Delivery Manager

Key skills