Service Delivery Manager

Aerowave Technologies•Lewisville, TX

11d

About The Position

The Service Delivery Manager (SDM) is a central and critical role within our Operations & Service department, responsible for overseeing the end-to-end delivery of two-way radio and surveillance solutions to our clients. From initial order intake through to project closeout, the SDM ensures that every engagement - whether a radio network deployment, a CCTV and surveillance installation, or an integrated communications solution - is delivered on time, within scope, and to the highest standard. Acting as the primary liaison between clients, the sales team, and internal operations, the SDM brings structure, clarity, and accountability to every stage of the service lifecycle. This is a relationship-driven role that requires a confident communicator who understands the technical and operational demands of the two-way radio and surveillance industry.

Requirements

Proven experience in service delivery, project coordination, or operations management role - ideally within a technology, communications, or security solutions environment.
Excellent communication and stakeholder management skills, with the confidence to engage clients ranging from site managers and security teams to senior operations and facilities leadership.
Strong organizational skills with the ability to manage multiple concurrent projects at different stages of the delivery lifecycle.
Demonstrated ability to identify problems, coordinate resolution across technical and commercial teams, and communicate outcomes clearly to clients.
Experience producing Scopes of Work, project plans, or technical delivery documentation.
Proficiency with CRM, project management, or service management platforms.

Nice To Haves

Experience working within the two-way radio industry, including familiarity with DMR, TETRA, or analogue radio systems, Ofcom licensing, and radio frequency planning.
Knowledge of CCTV and surveillance systems, including IP camera networks, NVR/DVR platforms, analytics, and relevant data protection considerations (e.g. UK GDPR, CCTV codes of practice).
Understanding of the sectors commonly served by two-way radio and surveillance solutions, such as construction, transport, hospitality, education, or public safety.
Familiarity with project management methodologies such as PRINCE2 or PMP.

Responsibilities

Manage all sales order types across the two-way radio and surveillance product portfolio, including equipment supply, system installation, maintenance contracts, and managed service agreements.
Oversee all service stages from order confirmation through provisioning, installation, commissioning, and handover - maintaining clear visibility of progress across internal teams.
Track active engagements against agreed timelines and deliverables, proactively managing delays related to equipment lead times, site access, licensing, or third-party dependencies.
Maintain accurate records within CRM and service management systems, ensuring order status, client details, and delivery milestones are kept up to date.
Serve as the primary escalation point for solution issues arising during or after delivery, including radio coverage gaps, equipment faults, configuration errors, or surveillance system performance concerns.
Coordinate with technical teams, engineers, and suppliers to resolve issues efficiently and minimize disruption to client operations.
Assess and manage change requests - such as frequency programming changes, camera additions, or system reconfigurations - evaluating impact on scope, schedule, and cost before communicating outcomes to stakeholders.
Document all issues, resolutions, and change decisions throughout the engagement lifecycle to support quality assurance and future reference.
Determine and manage client communication requirements for each engagement, tailoring the frequency, format, and level of technical detail to the client's needs and capabilities.
Serve as a trusted point of contact throughout the project lifecycle, keeping clients informed of progress, managing expectations, and addressing concerns promptly and professionally.
Champion an exceptional client experience at every touchpoint - from the initial kick-off call through to system handover - ensuring clients feel supported and confident in their investment.
Conduct post-delivery reviews and satisfaction check-ins to identify improvement opportunities, address any outstanding concerns, and strengthen long-term client relationships.
Author clear and comprehensive Scopes of Work (SOW) where required, detailing deliverables, site requirements, equipment specifications, installation timelines, testing and acceptance criteria, and client responsibilities.
Ensure SOWs accurately reflect the technical requirements of each solution - whether a digital radio network, a body-worn camera deployment, a fixed CCTV system, or a combined communications and surveillance package.
Facilitate project kick-off calls with clients and internal stakeholders, aligning all parties on objectives, timelines, site access requirements, health and safety considerations, and key contacts.
Establish appropriate reporting frameworks and review cadences for each project, scaled to the complexity and duration of the engagement.
Act as the central bridge between Sales, Operations, and the client - ensuring that commitments made during the sales process are clearly translated into operational delivery briefs.
Coordinate scheduling of field engineers and installation teams, aligning resource availability with client site access windows and project milestones.
Liaise with suppliers and distribution partners to manage equipment procurement, lead times, and delivery logistics for radio and surveillance hardware.
Ensure that licensing requirements - such as Ofcom radio licenses or planning permissions for surveillance infrastructure - are identified early and managed through to approval.
Lead structured project closeout processes, including system testing sign-off, client acceptance documentation, as-built records, and formal handover of equipment, warranties, and user training materials.
Ensure all post-installation documentation is completed - including programming records, camera layouts, network diagrams, and any relevant compliance or safety certificates.
Conduct internal post-project reviews to capture lessons learned and feed insights back into process improvement across the operations team.
Confirm that all financial, contractual, and administrative obligations are fulfilled prior to closing the engagement in internal systems.