Service Delivery Manager

Purpose

Key Missions

• Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes


• Monitors customer service KPIs and maintenance budget, and drives associated action plans


• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)


• Ensures adequate communication with customer and internal stakeholders through meetings and reporting


• Proposes improvements to maintenance strategy throughout the life of the contract


• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders


• Defines strategy and manages maintenance for complex technical solutions


• Manages complex and critical situations in autonomy with the customer


• Explains or summarizes complex issues, defines and communicates associated actions plans


• Coaches and tutors less experienced SDM

Profile & Other Information

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  At least 5 to 8 years of client-facing experience in service delivery, maintenance management, or technical support operations.

  
  


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  Proven experience managing high-severity incidents, system outages, and complex technical issues in a fast-paced environment.

  
  


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  Strong ability to handle business-critical operations, with confidence in driving crisis management, resolution plans, and stakeholder communication.

  
  


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  Experience in defining and improving maintenance strategies, including support organization, software updates, and service performance monitoring.

  
  


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  Able to work independently while managing customer expectations, coordinating internal teams, and coaching junior team members.