Franklin Fitch
Service Delivery Manager
Job Description
We're hiring a Service Delivery Manager on behalf of a global engineering business with operations across North America and beyond. This is a client-facing role sitting at the intersection of service operations and stakeholder management. You'll own the relationship with a key account, keep a close eye on SLA and KPI performance, and make sure service quality actually matches what's been contracted, not just what's being reported. The environment is 24/7, the team is small and tight-knit, and the expectation is that you're proactive rather than reactive.
What the role involves
- Managing SLA and KPI compliance against a signed service agreement
- Chairing monthly service reviews and contributing to QBRs
- Handling escalations and working alongside the Major Incident Manager when things go wrong
- Owning a CSI register and driving real service improvements over time
- Building trusted relationships with client stakeholders at a...