Service Delivery Manager

Kapsch • Duluth, GA

11d

About The Position

The Service Delivery Manager is responsible for the end-to-end management and successful delivery of Operations and Maintenance services for North American Back Office, Customer Service Center (CSC), and Tolling customers. This includes ensuring compliance with contractual obligations, internal processes, and industry best practices. As the Single Point of Contact (SPOC) for assigned customers, you will lead communication on issues, improvement initiatives, service requests, and contractual changes throughout the service delivery lifecycle.

Requirements

• 10+ years of experience managing large-scale Back Office, CSC, and/or Tolling projects.
• Proven ability to manage client relationships and multiple stakeholders.
• Strong business and financial acumen.
• Strong leadership and people management skills.
• Expertise in project and program management for complex, multi-stakeholder environments.
• Contract management knowledge, including SLAs and KPIs.
• Risk management and problem-solving capabilities.
• Excellent communication, negotiation, and stakeholder engagement skills.
• Experience in process improvement and change management.
• Technical understanding of Back Office systems and tolling operations.
• Vendor and supplier management experience.
• Analytical and reporting skills for performance metrics and dashboards.
• Customer-centric mindset with a focus on service excellence.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Service Delivery & Customer Management Drive and manage service delivery performance to ensure continuous improvement and customer satisfaction.
• Supervise internal teams and external service providers to meet SLAs and KPIs.
• Lead and coach cross-functional teams in process improvement, project management, and change management best practices.
• Maintain strong customer relationships—conduct regular meetings, monitor performance, and respond to requests promptly.
• Collaborate with governance, finance, sales, and application teams to achieve business objectives.
• Customer Satisfaction Management Lead end-to-end service delivery processes and ensure contractual deliverables are met.
• Address customer concerns in partnership with sales, pre-sales, and product support teams.
• Monitor and report SLAs and KPIs; prepare monthly performance reports for internal and client meetings.
• Service Partner Management Manage third-party service suppliers to deliver support and maintenance services in line with contractual obligations.
• Drive supplier performance and cost optimization; develop and implement improvement plans, and negotiate renewals.
• Business & Financial Management Identify cost-saving opportunities and implement efficiency initiatives.
• Oversee financial performance, budgeting, forecasting, and demand planning for service delivery.
• Participate in contractual negotiations and tender procedures.

Benefits

• Solving complex problems that improve daily the lives of people around the world
• Opportunity to work in an international company with cutting edge technologies in a high-growth industry
• Career growth, stability and casual work environment
• Competitive Salary with full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and low-cost for eligible dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed