Service Delivery Manager

About the role

The Service Delivery Manager (SDM) ensures Sentral Support services are delivered seamlessly to customers, managing operational relationships for a select portfolio of accounts. The role focuses on enhancing user experience, maintaining service quality, and building trusted relationships with technical and operational contacts.

Key responsibilities

• Manage a portfolio of customers post‑implementation, developing strategic relationships up to senior/C‑level.
• Support customers through site visits and phone contact, aiming for retention, growth, and SLA compliance.
• Act as escalation point for operational issues, monitor support progress, and track performance against SLAs.
• Conduct regular customer satisfaction reviews and report on development requests and new module rollouts.
• Own critical incidents, coordinate resolution, communicate with stakeholders, and produce post‑incident reviews.
• Maintain high performance of service processes and drive improvement activities.

Required profile

• Proven ability to build and maintain professional relationships with senior stakeholders.
• Strong focus on customer satisfaction and service quality.
• Excellent communication and coordination skills across internal technical and product teams.