Service Delivery Manager (US)
Fully Remote, Knoxville
R
USD 100K-147K (estimate) Mid-level Full Time
Tasks
- Conduct service reviews and reporting
- Coordinate incident resolution and communication
- Create and maintain standard operating procedures
- Design and scope dashboards and reports
- Develop and document service delivery processes
- Develop and implement long term service strategies
- Develop and track service level agreements
- Drive compliance assurance activities
- Escalate complex technical issues to engineering
- Identify and implement continuous improvements
- Identify automation opportunities
- Lead response during service disruptions
- Lead root cause analysis and improvement plans
- Liaise with business product and development teams for rollouts
- Manage client expectations
- Monitor client satisfaction and handle complaints
- Monitor service delivery metrics and trends
- Oversee change management for product updates
- Provide executive updates on service delivery performance and risks
- Report SLA and KPI deviations
- Report project status and handovers
- Support client adoption and growth with account and sales
Perks/Benefits
Skills/Tech-stack
AWS | Cause analysis | Compliance Management | Contract Negotiation | Dashboard Reporting | Fault finding | ITIL | Incident Management | Key Performance Indicators | Kibana | Monitoring | OpsGenie | Performance indicators | Performance reporting | Power BI | Problem Management | Project Management | Prometheus | Python | Root Cause Analysis | Root cause | SQL | SaaS | Salesforce | Salesforce reporting | Service Delivery | Service Level | Service Level Agreements | Tableau | Zabbix
Education
Roles
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