Service Delivery Manager

Job Description

A Service Delivery Manager (SDM) provides oversight of the operational health of the customer system, from service delivery through lifecycle support. The SDM ensures and may manage internal & external resources to deliver services and maintain their compliance with customer contractual commitments. 

The SDM establishes standard procedures designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes. The SDM is responsible for customer success as defined by success criteria during the transition phase

A Service Delivery Manager is assigned to one or more of MSI’s customers depending on the size of the system and its complexity. A SDM is expected to have or develop a detailed knowledge of the customer’s system and their operational staff.

Responsibility

The main role of the Service Delivery Manager is to facilitate customer succe...