Service Delivery Manager (North America)

Service Delivery Manager (North America)

Join to apply for the Service Delivery Manager (North America) role at Somewhere

Job Title : Remote Service Delivery Manager

Location : Fully Remote (Must align with North America or APJ business hours; candidates from South America are encouraged to apply)

Employment Type : Full-time / Contract

Reports To : Program Director

Job Overview

We are seeking two Service Delivery Managers (SDMs) to provide ongoing customer support and relationship management for our global device lifecycle programs. These programs help enterprise customers manage critical events like employee onboarding and offboarding. The ideal candidate will have strong experience in IT services and customer relationship management.

Key Responsibilities

• Customer Advocacy : Serve as primary customer‑facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
• Issue Resolution : Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
• Service Monitoring : Monitor and track progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
• Performance Metrics : Track SLAs / KPIs and identify any service gaps that need to be addressed.
• Process Improvement : Provide insights and feedback to enhance workflows and service quality.

Required Qualifications

What We Offer

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Project Management and Information Technology

Industries

Staffing and Recruiting

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