Service Delivery Manager

TL;DR

Service Delivery Manager (SaaS Managed Services): Build and maintain customer relationships for cloud contact center managed services with an accent on day-to-day operations, performance, and governance. Focus on service transition, incident and change management, reporting, defect and feature tracking, and alignment with account teams.

Remote, United Kingdom

Company

Leading provider of cloud contact center software, bringing cloud innovation to customers worldwide.

What you will do

• Serve as primary customer contact for managed services, including technical account management and service desk.
• Develop communication plans, oversee governance, and manage Day 2 service implementation using PMP or Agile methods.
• Deliver reporting (weekly, monthly, quarterly) and monitor defects/feature requests, engaging internal teams for resolutions.
• Manage deliverables, service transitions, and alignment with account management for adoption and QBRs.

Requirements

• ITIL v3 or v4 Foundation Certification (minimum) with emphasis on Service and Incident Management.
• 5+ years in ITIL Process Design and/or ITSM, Managed Services/SaaS on global scale, day 2 support for contact centers/telephony.
• PMP or Agile/Scrum certification (highly preferred), reporting/analytics, KPI understanding.
• Strong customer skills, communication, independent work, problem-solving.

Culture & Benefits

• Team-first culture focused on innovation, growth, and enjoying the journey together.
• Celebrate diversity and foster an inclusive environment for authentic selves.
• Equal opportunity employer committed to varied backgrounds, perspectives, and skills.