Delivery Manager (Managed Services)

Job Summary

Managed Services Operations Manager. Primary accountability: Ensure operational excellence and customer satisfaction across managed services contracts. Key focus areas: Implement structured support processes, enforce SLA governance, and drive automation in ticket handling and service delivery.

Responsibilities

• Support Operations Management (50%)
  • Oversee daily support operations for 20-30 active managed services contracts (initially cross-team, transitioning to team-dedicated).
  • Implement a tiered support structure:
    • Define L1/L2/L3 escalation criteria.
    • Enforce routing discipline in the ticketing system.
  • Build and maintain SLA tracking dashboards; send weekly SLA compliance reports to the Group Lead.
  • Conduct daily standups with support engineers to:
    • Triage critical tickets.
    • Assign L2/L3 resources.
    • Unblock firefighting efforts.
  • Own customer satisfaction metrics:
    • Track CSAT per contract.
    • Conduct monthly review calls with key accounts.
• Resource & Capacity Management (20%)
  • Identify and address single points of failure:
    • Cross-train at least two engineers per critical customer/technology stack.
  • Manage L2/L3 resource allocation:
    • Ensure no junior engineer handles critical escalations without shadowing from a senior engineer.
  • Build a 'Skills Matrix' by team:
    • Map engineer expertise to customer requirements.
    • Flag gaps to the Group Lead for hiring/training.
  • Implement on-call rotation with documented escalation procedures to ensure 24/7 coverage where contracted.
• Process Improvement & Automation (20%)
  • Deploy automation for routine support tasks, such as:
    • Password resets.
    • Account provisioning.
    • Monitoring alerts.
  • Enforce documentation discipline:
    • Reject ticket closure if resolution steps are not logged.
    • Conduct spot audits.
  • Create customer-specific runbooks for every managed services contract and maintain them in a centralized knowledge base.
  • Collaborate with technical teams to:
    • Identify and implement AI-powered tools for ticket classification, knowledge retrieval, and automated responses.
  • Run monthly blameless post-mortems for SLA breaches and escalations:
    • Document root causes and corrective actions.
• Quality & Metrics (10%)
  • Build and maintain a 'Support Playbook Database' by issue type/customer.
  • Enforce usage through quality checks.
  • Implement ticket quality scoring:
    • Randomly sample 10 tickets per week.
    • Provide feedback to engineers on documentation, tone, and resolution effectiveness.
  • Track and reduce average resolution time (ART) and first-contact resolution rate (FCR) through process improvements.

Success Metrics (First 90 Days)

• SLA Compliance: Improve from current baseline to 85%+.
• Customer CSAT Score: Improve from baseline to 4/5 or higher.
• Automation: At least 30% of routine tickets handled through automated workflows.
• Critical Escalations: Zero incidents due to resource unavailability or lack of L2/L3 expertise.

Required Competencies

• Operational Rigor: Comfortable managing dashboards, metrics, and daily firefighting while maintaining focus on long-term process improvements.
• Technical Understanding: Capable of triaging complex technical issues across multi-cloud environments. Knows when to escalate versus resolve.
• Emotional Intelligence: Handles customer escalations with empathy and de-escalation skills. Coaches engineers on effective customer communication.
• Automation Mindset: Excited about leveraging technology to enhance support operations. Willing to experiment and iterate on new tools and processes.
• Data-Driven Approach: Uses metrics to drive decisions. Comfortable building dashboards in Power BI or similar tools.

Cultural Expectations

• Customer Outcome Ownership: Success is defined as solving customer problems profitably and professionally, not just closing tickets.
• No Blame Culture: Focus on process failures rather than individual failures. Conduct blameless post-mortems and document learnings.
• Empathy First: Train and model de-escalation techniques. Never 'win an argument' with a customer at the expense of the relationship.
• Continuous Improvement: Treat every escalation and SLA breach as a learning opportunity to improve the system.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.