Service Delivery Manager (North America)

Overview

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.

As an SDM, you will act as the customer\'s advocate in your region, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.

Responsibilities

• Customer Advocacy : Serve as the 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 the 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 : Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.

Qualifications

What We Offer

Seniority level

Employment type

Job function

Industries

Referrals and related candidate notices may be included in the posting. This description reflects the core responsibilities and qualifications for the role.

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