Service Delivery Manager

Position Summary

The Service Delivery Manager (SDM) is a central and critical role within our Operations & Service department, responsible for overseeing the end‑to‑end delivery of two‑way radio and surveillance solutions to our clients. From initial order intake through to project closeout, the SDM ensures that every engagement – whether a radio network deployment, a CCTV and surveillance installation, or an integrated communications solution – is delivered on time, within scope, and to the highest standard.

Acting as the primary liaison between clients, the sales team, and internal operations, the SDM brings structure, clarity, and accountability to every stage of the service lifecycle. This is a relationship‑driven role that requires a confident communicator who understands the technical and operational demands of the two‑way radio and surveillance industry.

Order & Service Management

• Manage all sales order types across the two‑way radio and surveillance product portfolio, including equipment supply, system installation, maintenance contracts, and managed service agreements.
• Oversee all service stages from order confirmation through provisioning, installation, commissioning, and handover – maintaining clear visibility of progress across internal teams.
• Track active engagements against agreed timelines and deliverables, proactively managing delays related to equipment lead times, site access, licensing, or third‑party dependencies.
• Maintain accurate records within CRM and service management systems, ensuring order status, client details, and delivery milestones are kept up to date.

Issue Resolution & Change Management

• Serve as the primary escalation point for solution issues arising during or after delivery, including radio coverage gaps, equipment faults, configuration errors, or surveillance system performance concerns.
• Coordinate with technical teams, engineers, and suppliers to resolve issues efficiently and minimize disruption to client operations.
• Assess and manage change requests – such as frequency programming changes, camera additions, or system reconfigurations – evaluating impact on scope, schedule, and cost before communicating outcomes to stakeholders.
• Document all issues, resolutions, and change decisions throughout the engagement lifecycle to support quality assurance and future reference.

Client Communication & Experience

• Determine and manage client communication requirements for each engagement, tailoring the frequency, format, and level of technical detail to the client's needs and capabilities.
• Serve as a trusted point of contact throughout the project lifecycle, keeping clients informed of progress, managing expectations, and addressing concerns promptly and professionally.
• Champion an exceptional client experience at every touchpoint – from the initial kick‑off call through to system handover – ensuring clients feel supported and confident in their investment.
• Conduct post‑delivery reviews and satisfaction check‑ins to identify improvement opportunities, address any outstanding concerns, and strengthen long‑term client relationships.

Scopes of Work & Project Initiation

• Author clear and comprehensive Scopes of Work (SOW) where required, detailing deliverables, site requirements, equipment specifications, installation timelines, testing and acceptance criteria, and client responsibilities.
• Ensure SOWs accurately reflect the technical requirements of each solution – whether a digital radio network, a body‑worn camera deployment, a fixed CCTV system, or a combined communications and surveillance package.
• Facilitate project kick‑off calls with clients and internal stakeholders, aligning all parties on objectives, timelines, site access requirements, health and safety considerations, and key contacts.
• Establish appropriate reporting frameworks and review cadences for each project, scaled to the complexity and duration of the engagement.

Internal Coordination & Traffic Management

• Act as the central bridge between Sales, Operations, and the client – ensuring that commitments made during the sales process are clearly translated into operational delivery briefs.
• Coordinate…