Senior Service Delivery Manager

You will be the operational advisor for assigned enterprise customers. You will monitor account health, coordinate critical escalations, lead root cause communications, track service commitments, run operational and quarterly business reviews, identify growth needs, and turn customer feedback into service improvements.

Responsibilities

• Serve as the primary operational contact for assigned customer accounts
• Understand customer environments, integrations, objectives, and success criteria
• Monitor account health, support trends, incidents, and SLA performance
• Coordinate critical escalations and drive issues to resolution
• Lead post-incident reviews, root cause communications, and preventive actions
• Track and report SLA and service-level commitments
• Run operational reviews and Quarterly Business Reviews
• Identify expansion opportunities and partner with Sales on renewals
• Represent customer needs internally
• Contribute to playbooks, knowledge-base articles, and process improvements
• Mentor the team and participate in on-call rotation

Requirements

• 5+ years in a customer-facing technical role
• Cloud infrastructure
• API
• integration
• networking
• identity and authentication
• system troubleshooting
• Large Scale Event escalation management
• Enterprise customer portfolio management
• Executive-level reviews
• ITIL or similar service management practices
• Jira
• ITSM
• analytics
• operational reporting