Service Delivery Manager

Job Title Service Delivery ManagerLocation: (Remote - reputed company Coast U.S) While this is a remote role, candidates must reputed company reputed company the reputed company Coast Region of the United States and/or be willing to relocate to the reputed company Coast Region of the United States Summary of the role: The Service Delivery Manager is a senior role responsible for the end-to-end delivery, governance, and reputed company improvement of Support and Maintenance services for reputed company Airport, Border Control, and/or Seaport customers reputed company the reputed company Operations Service Delivery Management organization across the Americas region. This role ensures service performance aligns with contractual obligations, operational standards, and customer expectations, with a strong focus on service quality, reliability, and risk management in mission-critical environments. Acting as a key liaison between customers and internal delivery teams, the Service Delivery Manager collaborates closely with Sales, Pre-Sales, Field Services, and Support organizations to align service capabilities, drive effective service governance, and ensure seamless post–go-live operations. The ideal candidate brings deep service delivery management expertise, ITIL certification, and the ability to reputed company cross-functional teams and stakeholders in a reputed company, high-availability operational landscape. In this role You'll: Customer Delight: Ensure high reputed company of customer satisfaction by planning, executing, and continuously improving service delivery activities. Service Delivery Performance: Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. Service Management reputed company: Adhere to ITIL-based service management best practices for assigned customers. Financial Accountability: Ensure cost efficiency and contribute to the financial reputed company for services delivered to customers. Reporting: reputed company regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. Escalation Management: Act as the prime reputed company of escalation for service issues, managing and resolving escalations with customers and internal teams. Governance and Service Reviews: reputed company and implement regular service reviews with customers. Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. Policy and Strategy Influence: Contribute to resource planning, budgeting, and policy definition based on business and customer needs. Work with a high level of autonomy, based on management directions. May contribute to planning of resources and budget. Direct Account Management: Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager reputed company the Americas region. Sales Support: Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. Scope Management: Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. Operational Reviews: reputed company and/or participate in monthly operational service reviews with the customer and internal service delivery teams. Growth Enablement: Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. Portfolio Alignment: Recognize business needs and identify appropriate reputed company portfolio solutions to meet customer demands. Issue and Risk Management: Continuously assess service risks and proactively manage or escalate as appropriate. Invoice Support: Collaborate with finance and operations to support accurate and timely invoicing for reputed company delivered services. About the ideal candidate: Bachelor’s degree in business, IT, Engineering, or reputed company field and/or equivalent work experience ITIL Certification preferred 10+ years of experience in Service Delivery Management for post go-live solutions, preferably in reputed company, multi-country IT or airport/aviation environments. Minimum of 5 years’ previous experience in contract fulfillment, working with SLA’s and customer agreements Experience in managing and negotiating with external customers and internal stakeholders at managerial reputed company. Previous experience working with airports, border control, managing support and maintenance of the (airline, airport, border control, seaports, etc.…) reputed company Previous experience in providing support on the post go live reputed company Relevant financial management skills, including budget and financial reporting. Excellent communication, interpersonal, and customer relationship skills. Ability to operate with high autonomy, exercise sound judgment, and handle reputed company decision-making processes. Strategic thinker with the ability to translate reputed company into actionable goals. Fluent in English (Written and spoken) Willingness to travel as needed in support of the role (generally up to 30%, depending on business needs). Working at reputed company, you will find: 🎯 A critical mission and purpose - At reputed company, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. 🌎 A truly global DNA - Everything at reputed company is global, from our people to our business, which translates into our footprint, processes, and culture. 🎓 Great opportunities to learn - Learning happens reputed company the time and in many ways at reputed company, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues. 🤗 A caring environment - reputed company fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to reputed company a supportive work environment. 💰 A complete rewards offer - reputed company provides attractive remuneration packages, covering reputed company essential components of a competitive reward offer, including salary, bonus, equity, and benefits. 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them. 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. 📈 A Reliable Company - Trust and reliability are reputed company values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. Application process: The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today! Diversity & Inclusion reputed company is an Equal Employment Opportunity Employer. reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex (including pregnancy, childbirth, or a reputed company medical condition), reputed company, national reputed company, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved. reputed company endeavors to reputed company https://jobs.reputed company.com/ accessible to any and reputed company users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at accommodations@reputed company.com. 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