Service Delivery Manager

Service Delivery Manager responsible for acting as the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. Ensures contracted services are delivered to agreed service levels, drives continuous improvement, and acts as a trusted partner to align services with evolving customer needs. Leads service reviews, monitors SLAs/KPIs/OLAs, manages escalations, and produces performance reports. Identifies service improvement opportunities, suggests innovations in technology or processes, coordinates with problem and change management, and supports renewals and up-sell activities in collaboration with account management. Requires proven experience in Tier-1 service providers, telco or managed services; strong ITIL knowledge; excellent stakeholder management including C-level engagement; ability to present technical data to business audiences; and familiarity with telecoms, networking, cloud, or security managed services.