Customer Delivery Manager

About the role

The Customer Delivery Manager is responsible for ensuring exceptional customer satisfaction by owning operational relationships, managing risks, and delivering on service level agreements. This role leads teams, solves complex issues, and contributes to strategic growth and seamless service delivery.

Key responsibilities

• Develop and nurture customer satisfaction by managing operational relationships and understanding local requirements.
• Serve as the primary contact for operational issues, overseeing performance metrics, reporting, and communication.
• Manage expense targets, performance goals, and corrective actions to ensure effective service delivery.
• Mitigate risk for low‑risk projects and support timely, cost‑effective SLA delivery across functions.
• Lead a team to deliver seamless services, contribute to service delivery plans, and support custom solutions.
• Provide guidance to account delivery managers on difficult accounts and high‑quality communications.
• Measure and report KPIs, identify revenue opportunities, and ensure compliance with policies and regulations.
• Drive alignment through business review meetings, regular reporting cadences, and structured processes.
• Solve complex problems with creative solutions and independently manage moderate to high‑complexity projects.

Required profile

• Four‑year degree in Computer Science, IT, Business Administration, or a related field, or equivalent experience.
• Typically 4–7 years of experience in ITIL/ITSM, business, customer support, or a related discipline (or 3–5 years with an advanced degree).
• Strong ability to communicate effectively, focus on results, learn quickly, and maintain a customer‑centric approach.

Required skills