Customer Delivery Manager

Essential Duties and Responsibilities:

• Lead the managed services delivery for efficiency, quality and alignment with recurring revenue goals.
• Implement and monitor adoption plans for successful to drive or maximize the customer investment.
• Monitor service performance, analyze trends and implement corrective actions to improve quality.
• Lead and conduct regular service reviews with clients and internal teams to ensure transparency and accountability to align services with strategic objectives.
• Act as the primary point of contact for service-related matters, ensuring high customer satisfaction.
• Proactively identify and address customer concerns, managing escalations effectively.
• Build and maintain strong, long-term relationships with key stakeholders.
• Oversee incident, problem and change management processes to minimize service disruptions.
• Drive root cause analysis (RCA) for major incidents and implement preventive measures.
• Identify opportunities for service optimization, automation and cost efficiency.
• Lead initiatives to enhance delivery processes, tools and methodologies in collaboration with technical teams.
• Manage service budgets, track costs and ensure profitability of managed services engagements.
• Support contract renewals, expansions and upsell opportunities in partnership with account teams.
• Manage third-party vendors and subcontractors to ensure seamless service delivery

Education and/or Work Experience Requirements:

• Minimum 3 years of experience in managing customer expectation, customer success, IT service delivery management, IT operations, managed services or related fields.
• Customer-focused mindset with strong problem-solving skills.
• Proven track record of managing IT services in an enterprise or system integrator environment.
• Ability to manage multiple clients and priorities in a fast-paced environment with changing demands.
• Demonstrated experience in an enterprise or system integrator environment, with knowledge of Microsoft solutions like Azure, Microsoft 365, Data & AI or related are a plus.
• Strong communication and interpersonal skill for building and maintaining customer.
• Microsoft Certification preferred, with a passion for staying updated on cloud solutions.
• Strong analytical, reporting skill, problem-solving skills and client handling experience, able to work independently under pressure with changing priorities and unstructured environment