Service Delivery Manager

Service Delivery Manager

Reports to: VP of Service Delivery Operations

Location and Work Arrangement: Full-time, salaried position based in the United States. Remote work flexibility available

Overview

The Service Delivery Manager plays a pivotal role in ensuring customers receive exceptional delivery, execution, and measurable value from the services they have purchased. This role is both strategic and hands-on. The individual in this position will coordinate activities across multiple teams while also completing the operational work that drives optimization, accuracy, and a strong customer experience.

This role works directly with customers, vendors, and internal partners to ensure seamless implementations, ongoing service management, and continuous process improvements across telecom expense management programs. Strong project management capabilities and excellent customer-facing communication skills are essential.

Primary Responsibilities

• Serve as the first point of contact for customer inquiries, support needs, and service requests.
• Lead the onboarding process for new customers into the expense management platform, ensuring accurate setup and timely implementation.
• Manage and execute client-specific tasks and deliverables as defined in the contract or scope of work.
• Facilitate recurring customer status meetings and provide clear updates on performance, savings, issues, and next steps.
• Oversee customer-approved telecom carrier changes and ensure the completion of Move, Add, Change, and Delete (MACD) requests.
• Track and analyze cost savings, optimization opportunities, and contractual impacts.
• Identify, document, and dispute unapproved or inaccurate billing changes until resolved.
• Manage contract dates to ensure timely renewals and prevent service disruptions.
• Prepare and deliver monthly or quarterly business review materials focused on value, trends, and recommendations.
• Oversee the tracking and delivery of optimization recommendations and stewardship reports for assigned customers.
• Build strong client relationships and serve as a trusted advisor for all service-related needs.
• Partner with internal teams to support service quality, escalation handling, and continuous improvement.

Key Qualifications and Skills

• Bachelor’s degree or equivalent work experience.
• Strong project management skills with the ability to manage multiple customers, deliverables, and timelines.
• Consistent adherence to recurring schedules and deadlines.
• Ability to provide and receive constructive feedback through various communication channels.
• Excellent written and verbal communication skills and experience interacting with customers and vendors in a professional setting.
• Ability to work in a fast-paced environment with a mix of daily, weekly, and monthly responsibilities.
• Proficiency in Microsoft Office Suite with strong Excel skills for data analysis and reporting.
• Experience in telecom expense management.
• Background in enterprise account management or supporting enterprise-level customers.
• Strong problem-solving abilities with a proactive and ownership-driven mindset.

Success Metrics

• Consistent adherence to the defined service delivery scope for all clients.
• High customer satisfaction reflected in client feedback and retention.
• Timely and accurate completion of recurring deliverables, reporting, and issue resolution.
• Ability to establish trust and act as a strategic advisor to customers.
• Performance Review and Growth Cycle
• Weekly touchpoints with leadership to review progress, discuss challenges, and ensure alignment with customer needs.
• A comprehensive 90-day performance review evaluating deliverable quality, communication, portal usage, and time management across the customer portfolio.

This position is an excellent opportunity for individuals who are passionate about customer service, process optimization, and technology-enabled service delivery within telecom expense management.