BPO - Enterprise Service Delivery Manager (Hybrid Setup)

The Enterprise Service Delivery Manager (ESDM) is a leadership role responsible for overseeing service delivery teams and ensuring consistent, high-quality IT Managed Services for enterprise customers. Acting as the primary point of contact for service-related matters, the ESDM owns the end-to-end customer service experience for a portfolio of strategic accounts, including major national partners.

This role is accountable for delivering successful customer outcomes by proactively managing service performance, addressing and resolving issues, escalating risks when necessary, and providing clear, timely communication to both internal and external stakeholders. The ESDM balances technical understanding, operational excellence, and relationship management to maintain exceptional customer satisfaction.

The ideal candidate is a technically savvy relationship manager with a strong background in IT Managed Services operations and internal IT leadership. The ESDM works closely with internal account and operations teams to provide customers with strategic guidance, optimize service delivery, and ensure technology solutions align with business objectives.

Key Responsibilities

• Serve as the primary service delivery contact for assigned enterprise customers

• Lead and oversee service delivery staff, ensuring performance standards and SLAs are met or exceeded

• Own the customer service experience, driving successful outcomes and long-term partnerships

• Manage and resolve service issues, including escalation, root cause analysis, and follow-through

• Provide regular service reporting, status updates, and performance reviews to customers and internal stakeholders

• Collaborate with internal teams (Service Desk, Engineering, Operations) to ensure seamless service delivery

• Partner with internal account stakeholders to deliver strategic technology recommendations aligned with customer business goals

• Identify opportunities for service improvement, risk mitigation, and operational efficiencies

• Maintain strong relationships built on trust, transparency, and accountability

Qualifications & Experience

• Proven experience in IT Managed Services operations, preferably supporting large or complex enterprise customers

• Previous internal IT management or leadership experience

• Strong understanding of IT service delivery frameworks (e.g., ITIL concepts)

• Exceptional customer service and relationship management skills

• Ability to manage multiple priorities in a fast-paced environment

• Strong communication skills, with the ability to translate technical issues into business-focused discussions

• Experience working cross-functionally with technical, sales, and operations teams

What Success Looks Like in This Role

• Customers consistently receive reliable, high-quality service delivery

• Service issues are proactively identified, communicated, and resolved

• Stakeholders receive clear, timely, and accurate service reporting

• Customers view the ESDM as a trusted advisor and strategic partner

• Internal teams are aligned and supported to deliver service excellence