Service Delivery Manager

Role:
Service Delivery Manager - Telecommunications

Job Type: Full Time / Permanent

Salary: $120,000 – $130,000+ (flexible for the right profile)

A global telecoms and digital infrastructure specialist is seeking a senior, client-facing Service Delivery Manager to take ownership of one of its most strategic hyperscale accounts in North America.

You will act as the executive service lead for a major enterprise client, likely a global hyperscale operator. You will be the face of the business, own the relationship, and will manage perception, performance, escalations, and strategic growth.

This role exists to ensure that the client experience is controlled, measured, improved, and commercially optimized. If you thrive in high-pressure, high-visibility environments and are comfortable sitting across the table from senior stakeholders at some of the world’s largest tech firms, this is where you belong.

• Acting as the primary senior contact for a Tier 1 hyperscale client
• Owning the overall service relationship and governance structure
• Leading monthly and quarterly service review meetings
• Presenting SLA, KPI, risk and performance data at senior level
• Managing escalations and major incidents end to end
• Driving root cause analysis and service improvement plans
• Translating client feedback into internal operational improvements
• Working closely with NOC, Engineering and Operations teams to ensure consistent delivery
• Protecting account margin and supporting commercial performance
• Identifying opportunities to strengthen and expand the account

• Proven experience in a client-facing Service Delivery Manager role
• Background in telecoms, digital infrastructure or data centre services
• Experience working with Tier 1 operators or hyperscale clients
• Strong executive-level communication and stakeholder management skills
• Solid understanding of incident, problem and change management
• Experience leading structured service governance cycles
• Commercial awareness around margin, billing and contractual performance

This is not suited to someone whose experience is purely project or programme management without ongoing service ownership.

• The ability to represent the business confidently at senior client level
• Proven experience in a similar role
• Calm leadership during high-pressure situations
• Strong reporting and presentation skills
• A proactive mindset focused on improvement and accountability
  
  The resilience to manage demanding enterprise stakeholders
• The commercial instinct to balance client satisfaction with business performance