{"id":2651136,"url":"https://alion.io/job/altajdeed-for-designing-developing-site-service-delivery-manager","title":"Service Delivery Manager","company":{"id":4435383,"name":"ALTAJDEED FOR DESIGNING & DEVELOPING 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Summary:\n\nWe are seeking an experienced Service Delivery Manager to lead customer support and managed services operations, ensuring exceptional service quality, customer satisfaction, and operational excellence.\n\nKey Responsibilities:\n\nServe as the primary point of contact for customers following project go-live.\n\nBuild and maintain strong relationships with key stakeholders and enterprise customers.\n\nManage escalations, drive timely resolutions, and ensure effective communication throughout the process.\n\nMonitor and improve service performance, ensuring compliance with agreed Service Level Agreements (SLAs).\n\nLead service review meetings and provide regular performance reporting.\n\nEnsure smooth transition from project delivery to ongoing support operations.\n\nIdentify service improvement opportunities and enhance customer experience.\n\nCollaborate with Account Management, Delivery, Presales, and Support teams to ensure seamless service execution.\n\nMonitor contract scope, resource utilization, and support commercial activities including renewals and expansion opportunities.\n\nSupport team performance management, KPI tracking, onboarding, and continuous development.\n\nRequirements:\n\n7-10 years of experience in Service Delivery, Managed Services, or Support Operations.\n\nPrevious experience within a System Integrator or IT Services Provider environment is essential.\n\nProven track record managing enterprise customers and handling critical escalations.\n\nStrong customer relationship management and stakeholder engagement skills.\n\nExcellent communication, leadership, and organizational abilities.\n\nAbility to perform effectively in fast-paced and high-pressure environments.\n\nBroad understanding of IT infrastructure, ITSM, endpoint management, and security solutions.\n\nSuccess Measures:\n\nHigh Customer Satisfaction (CSAT)\n\nSLA Compliance (95%+)\n\nReduced Escalations\n\nImproved Response and Resolution Times\n\nCustomer Retention and Growth\n\nIdentification of Upsell and Service Expansion Opportunities\n\nIf you believe your experience and qualifications align with the above requirements, we encourage you to apply and become part of our growing team.","description_format":"text","description_chars":2167,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","IT Service & Asset Management"],"lifecycle":[{"event":"open","at":"2026-10-15T21:46:50Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long 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