Service Delivery Manager

Kapsch • Duluth, GA

13d

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, ITS 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

• 7+ years of experience managing Tolling projects, ITS and/or large-scale Back Office
• Proven ability to manage client relationships and multiple stakeholders.
• 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.
• Technical understanding of ITS 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.

Responsibilities

• 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.
• 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.
• 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 and manage third-party service suppliers to deliver support and maintenance services in line with contractual obligations.
• 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.
• Compensation will be competitive and based on your experience, qualifications, abilities and location.

What This Job Offers

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