Service Delivery Manager (North America)

SomewhereWorkFromHome, Western Cape, South Africa

10 days ago

Job description

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

Experience : At least 3 years as a Service Delivery Manager, Customer Success Manager, or similar client‑facing role in IT services or enterprise technology.

Language Skills : Well‑spoken and well‑written English required. Spanish‑speaking proficiency is a strong plus.

Technical Acumen : Background in customer relationship management and issue resolution, familiar with ServiceNow or other IT service management platforms.

Collaboration : Proven ability to coordinate across distributed teams and global stakeholders.

Problem‑Solving : Excellent communication and problem‑solving skills with a proactive approach to issue management.

What We Offer

Impact : A fully remote role with regional ownership and visibility in a global program.

Environment : A collaborative, customer‑centric work environment.

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Project Management and Information Technology

Industries

Staffing and Recruiting

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Service Manager • WorkFromHome, Western Cape, South Africa