Service Delivery Manager
Entersekt
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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Tech Stack
About the role
- The Service Delivery Manager acts as the client’s advocate, ensuring services and products meet expectations while driving adoption and performance.
- Monitor delivery quality, resolve issues, and implement improvements at both operational and product levels.
- Through proactive communication and governance, build trust within the client’s organisation, achieve customer satisfaction, and position the organisation as a strategic partner.
Requirements
- Bachelor's Degree or equivalent.
- 5 Years of experience or more in managing relationships as a SDM or similar role, including contract negotiation, performance evaluation, and issue resolution. (Essential)
- Extensive experience in developing, negotiating, and managing SLAs to ensure that services provided meet or exceed agreed-upon standards.
- Strong background in managing and resolving incidents and problems related to clients or 3rd Party services, demonstrating the ability to minimize service disruptions effectively. (Essential)
- Analytical and problem-solving abilities to address service delivery issues and optimise performance.
- Strong leadership skills with the ability to lead cross-functional teams, foster collaboration, and drive service provider performance to achieve organizational objectives.
- Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. (Essential)
- Project Management experience to plan, organise, and coordinate teams, timelines, and deliverables.
- Strong verbal communication skills and the ability to influence team members and stakeholders.
- Experience in creating and delivering reports and presentations to clients.
- Experience with Hosted or SaaS offerings preferable in an AWS environment.
- Experience in EMV 3-D Secure and card-not-present (CNP) e-commerce environment (beneficial).
- Experience in a range of Authentication Products (In-App Auth, Fido, NIUSSD etc.) (beneficial)
- Experience in Mobile Application and SDK support to clients (beneficial).
- Expertise in Salesforce (beneficial).
- Experience in Reporting tools like PowerBI, Tableau or similar.
- Experience in Monitoring and Fault-finding tools like Opsgenie, Prometheus, Kibana, Zabbix.
- Experience accessing and manipulating data using SQL or Python (beneficial).
Benefits
- Flexible hours
- Remote work
- Growth opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service delivery managementcontract negotiationperformance evaluationissue resolutionSLA managementincident managementproblem-solvingproject managementdata manipulationreporting
Soft Skills
leadershipcollaborationcommunicationinfluencinganalytical thinkingtrust buildingcustomer satisfactionproactive communicationgovernanceteam coordination
Certifications
Bachelor's DegreeITIL