Service Delivery Manager

About the role

SoftwareOne is seeking a Service Delivery Manager to act as a trusted advisor and primary point of contact for customers. You will ensure the successful delivery of managed cloud services, maintain high customer satisfaction, and drive operational excellence.

Key responsibilities

• Serve as the main liaison for customers, building trusted relationships and meeting service expectations.
• Monitor service performance against agreed service levels and business objectives.
• Lead incident and escalation management, coordinate resolution efforts, and conduct post‑incident reviews.
• Collaborate with technical and operational teams to resolve issues, improve processes, and enhance outcomes.
• Prepare and deliver regular service reviews, performance reports, and customer communications.
• Identify opportunities to increase customer value, support service adoption, and contribute to account growth.

Required profile

• Experience in service delivery, managed services, customer success, or account management.
• Understanding of cloud technologies and managed service environments.
• Strong incident, problem, and escalation management capabilities.
• Excellent customer relationship and stakeholder engagement skills.
• Proactive communication, problem‑solving, and organizational abilities.

Required skills

• Azure
• AWS