Associate Service Delivery Manager

Presidio•,

36d

About The Position

The Associate Service Delivery Manager (SDM) supports day-to-day service delivery and customer experience for a portfolio of Managed Networks and Cloud Solution Provider customers. The role is a primary coordination point between customers and internal teams, helping ensure service requests, escalations, renewals, documentation, and operational activities are managed accurately and on time. It is an early-career service delivery position focused on developing customer relationships, maintaining operational discipline, and ensuring customers receive the services and support included in their agreements. The Associate SDM works with leadership, senior Service Delivery team members, Sales, Operations, Support, and Cloud teams, escalating complex or strategic matters when appropriate. Responsibilities span customer onboarding and transition, service delivery coordination, customer communications, account records and operational tasks, renewal support, customer retention, and continuous improvement.

Requirements

1–3 years of relevant experience and an Associate's degree, or equivalent work experience and/or military experience.
Strong customer service orientation and desire to build customer relationships.
Strong organizational and follow-up skills.
Ability to manage multiple customers, tasks, and priorities simultaneously.
Clear and professional written and verbal communication.
Ability to work effectively across technical, operational, sales, and customer teams.
Ability to recognize when an issue requires escalation and engage appropriate resources.
Strong attention to detail and commitment to maintaining accurate customer records.
Ability and willingness to learn cloud technologies, CSP services, IT service management, and managed services operations.

Responsibilities

Complete onboarding for new Managed Services customers and coordinate required internal activities.
Deliver internal and customer kickoff meetings as appropriate.
Collect and maintain required customer information, contacts, documentation, and service details.
Track onboarding tasks through completion and escalate delays or risks.
Confirm customers understand how to engage support and access contracted services.
Serve as a day-to-day service delivery contact for assigned customers.
Monitor open service issues, requests, and escalations requiring coordination or follow-up.
Work with internal support and operational teams to drive timely resolution of customer-impacting issues.
Identify service delivery risks and escalate them to appropriate teams or leadership.
Follow established service delivery processes, standards, and procedures, and help customers navigate available services and support resources.
Maintain regular communication with assigned customers, build trusted professional relationships, and set clear expectations about ownership, timelines, and next steps.
Prepare meeting agendas, capture action items, and ensure follow-up activities are completed.
Communicate service issues and updates clearly to technical and non-technical stakeholders, escalating complex customer concerns when appropriate.
Maintain accurate and current customer records in ServiceNow and other required systems, including contacts, contracts, service information, documentation, and account records.
Track assigned tasks and activities through completion, review service delivery metrics, and identify items requiring attention.
Coordinate with internal teams to resolve billing, licensing, consumption, or service questions, and follow established processes for service credits, billing questions, and contractual inquiries.
Monitor upcoming renewal dates and coordinate with Sales, customers, and internal teams so renewal activities begin within established timelines.
Track renewal actions and escalate risks or delays.
Identify customer needs or potential service opportunities, document them, and route them to appropriate Sales or technical resources.
Support customer retention by ensuring service concerns and outstanding issues are appropriately addressed.
Identify recurring customer issues, process gaps, or opportunities to improve customer experience and participate in service improvement activities as assigned.
Seek guidance and coaching from SDMs and leadership to develop service delivery and cloud knowledge, and apply lessons learned and best practices across assigned accounts.