Service Delivery Manager

About the Role

Responsibilities

• Act as the primary, proactive liaison between technical service teams and client stakeholders (including C-level executives), ensuring consistent communication flow.

• Adapt all messaging for the audience: conveying complex service details using precise technical jargon internally, and translating risks/status into simple, business-impact terms externally.

• Assume full ownership of all communication directed to customers regarding upcoming maintenance windows required by the Managed Cloud Services team.

• Coordinate and schedule maintenance activities by aligning MCS technical teams with customer availability, ensuring all changes comply with established protocols to minimise service disruption.

• Ensure strict adherence to the defined support model where all MCS-related issues are formally initiated by the Customer via support tickets.

• Manage the end-to-end service onboarding process, collaborating with the Customer and Account Executives to capture and validate all necessary requirements for the Managed Cloud Services (MCS) build-out.

• Ensure a seamless transition of deployed cloud services, verifying connectivity and facilitating a smooth, coordinated handover to the customer.

• Maintain active involvement in high-priority managed cloud services incidents and problems, ensuring timely internal resource engagement and driving the resolution process.

• Utilise data from customer-generated support tickets to monitor service trends, identify systemic issues, and ensure the support organization is meeting service delivery standards

• Ensure all client-requested or recommended platform configuration changes are processed via formal support tickets, facilitating MCS review, approval, and secure deployment in adherence to service standards.

• Ensure proactive, clear, and timely communication during and after any major incident or service interruption, setting appropriate client expectations.

• Look for opportunities to expand the service or provide additional strategic guidance related to the clients Boomi cloud usage and roadmap.

• Own the preparation, presentation and delivery of scheduled Service Review meetings. Lead discussions with all account stakeholders regarding service performance, operational trends, and cloud services capacity/utilisation.

• Champion and prioritize initiatives derived from post-incident reviews and performance analysis to enhance the stability, efficiency, and security of the managed service.

• Drive the Root Cause Analysis (RCA) process for recurring issues when engaged, ensuring that permanent fixes are identified, owned, and implemented by the relevant technical teams.

• Ensure that all operational documentation, runbooks, and client-specific procedures are up-to-date and followed by the service delivery team.

• Proactively identify service risks (eg: expiring certifications, compliance gaps, etc) and present mitigation plans to the customer.

Requirements and skills

• Bachelors degree in Computer Science, Information Technology, or a related field.

• Certification in the Boomi Platform.

• Strong understanding of Boomi AtomSphere and the overall integration platform features.

• Experience with the Cloud and Software-as-a-Service (SaaS) operational paradigm.

• Experience and/or certification in one or more major cloud platforms (AWS, Azure, and/or GCP).

• Knowledge of technical architecture design/review and skills in troubleshooting integration issues.

• Proven experience (8+ years suggested) owning and managing end-to-end service delivery for enterprise clients.

• Expertise in applying ITIL practices and managing client Service Level Agreements (SLAs).

• General knowledge of common business systems (CRM, ERP) and processes (lead-to-cash, order management).