Service Delivery Manager - Tulsa, Oklahoma

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Regular Full-Time Professionals

5 days ago Requisition

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suite of customizable, end-to-end technology solutions in the industry.

With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina.

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This is a full-time position
- MUST BE LOCATED near Tulsa, Oklahoma.

Lifecycle Service Delivery Manager
- Tulsa, OK

Customer Experience

Summary:

The Service Delivery Manager (SDM) serves as the primary customer-facing leader responsible for ensuring the successful delivery, adoption, and continuous improvement of UDT services for a dedicated customer account. Operating onsite at the customer location in Tulsa, Oklahoma, the SDM acts as a trusted advisor, strategic partner, and operational liaison between the customer and UDT's service delivery organization. The SDM is accountable for customer satisfaction, service performance, operational governance, escalation management, and alignment of UDT services to the customer's business objectives.

This individual develops strong relationships across all levels of the customer organization, from executive leadership to technical stakeholders, while ensuring UDT teams deliver exceptional service and measurable business value.

The ideal candidate possesses a blend of customer relationship management, operational leadership, technical acumen, and business communication skills. They are proactive, highly organized, and capable of managing complex customer environments while driving continuous improvement, service adoption, and long-term customer success.

Responsibilities:

Customer Relationship Management

• Establish and maintain trusted advisor relationships with customer stakeholders ranging from executive leadership and department heads to operational and technical teams.
• Serve as the primary customer advocate within UDT and the primary UDT representative within the customer environment.
• Develop a deep understanding of the customer's business objectives, operational priorities, and technology roadmap.
• Maintain a high level of customer engagement through regular meetings, governance reviews, and executive communications.
• Identify customer risks and proactively develop mitigation strategies to preserve customer satisfaction and service quality.

Service Delivery & Operational Oversight

• Own the overall health and performance of UDT services delivered to the customer.
• Monitor service delivery metrics, SLA attainment, operational trends, and customer experience indicators.
• Coordinate UDT resources across Service Desk, NOC, Security Operations, Professional Services, Cloud, Collaboration, and Engineering teams.
• Ensure timely resolution of incidents, service requests, and customer escalations.
• Drive accountability across operational teams to ensure commitments and action items are completed.

Governance & Business Reviews

Lead Monthly Service Reviews and Quarterly Business Reviews (QBRs) with customer stakeholders.

• Translate operational metrics into meaningful business outcomes and strategic recommendations.
• Present service performance, trends, risks, improvement initiatives, and future…