Leads a team of Service Delivery Specialists to execute standardized B2B service deliveries across SMB and SLED/FED environments, ensuring consistent delivery performance and adherence to operational frameworks.
Monitors execution health proactively and intervenes to prevent delivery drift or compliance risks, driving predictable outcomes and sustained team effectiveness.
Balances customer experience, throughput demands, and compliance requirements to maintain high-quality service for commercial and public-sector customers.
Coordinates cross-functionally to resolve delivery blockers and facilitate smooth transitions to lifecycle support teams.
Implements operational rigor and continuous improvement initiatives to enhance service delivery processes and team performance.
Supports compliance with defined operational frameworks and company policies, ensuring all service deliveries meet regulatory and internal standards.
Develops and mentors team members through strong people leadership, fostering a culture of accountability and professional growth.

Bachelor's Degree in Business Administration, Information Technology, or Related Field (Required)
Master's/Advanced Degree in 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)
Skill in coordinating with internal and external stakeholders to resolve delivery blockers (Required)
Experience in monitoring execution health, balancing customer experience, throughput, and compliance (Required)
Knowledge of Lean and other continuous improvement techniques (Required)

Service Delivery Manager

Key skills