Customer Delivery Manager

About the role

The Customer Delivery Manager ensures seamless delivery of services to clients in line with contractual commitments, drives continuous improvement, and maintains high customer satisfaction. This role leads operational reviews, manages escalations, and collaborates with cross‑functional teams such as Sales, Supply Chain, Dispatch and Field.

Key responsibilities

• Manage end‑to‑end service delivery lifecycle, ensuring SLA compliance and coordinating with operational teams when targets are missed.
• Act as the primary point of contact for customers, leading regular operational and value‑review meetings.
• Drive process improvements, automation initiatives and vendor performance management.
• Provide reliable financial forecasts, meet cost and profitability targets, and support upsell and renewal opportunities.

Required profile

• First‑level university degree in Business Administration, IT, Project Management, Communications, Finance or a related field.
• 5+ years of experience in service delivery, customer success or project management.
• Understanding of ITIL or other service‑management frameworks.
• Excellent English communication, leadership and problem‑solving skills.

Required skills

• ITIL framework
• Service management tools (e.g., HP Support processes)