Regional Service Delivery Manager

Role Overview:

We are seeking an experienced Service Delivery Manager to act as the Single Point of Contact for customer concerns, critical events, and major incidents across the region. You will drive customer satisfaction, manage service delivery teams, and ensure services are delivered efficiently and according to contractual requirements.

Key Responsibilities:

• Serve as the Customer Experience (CX) focal point and maintain strong customer relationships.
• Own critical incidents, coordinate resolution, and ensure effective post-incident reviews.
• Develop and maintain Account Support Plans, including IT environment, service objectives, and processes.
• Monitor and manage SLA performance and service metrics; identify improvement opportunities.
• Manage service delivery partners to ensure service levels and contractual obligations are met.
• Drive cost-saving initiatives and continuous process improvement to enhance customer experience.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or Business Administration.
• 15+ years in service delivery with 5+ years in server & storage maintenance.
• 3+ years client-facing experience and 2+ years account management experience.
• Hands-on experience with x86 servers, storage, VMware, Linux, and Windows servers.
• Strong analytical, communication, and interpersonal skills.
• Proven ability to manage multiple complex customer situations simultaneously.