Service Delivery Manager
About The Position
The Lifecycle Services Delivery Manager (LDM) is responsible for ensuring high-quality, consistent, and predictable delivery of UDT’s Lifecycle Services for assigned customer accounts. Acting as the operational owner, the LDM serves as the primary liaison between Sales, Customer Advocacy, Engineering, Production, and Operations to ensure customer requirements are accurately captured, executed, and continuously improved throughout the customer lifecycle. This role blends service coordination, delivery management, communication excellence, and problem-solving to ensure customers receive an exceptional service experience. Across levels. The scope increases from supporting transactional accounts to leading complex, strategic customers and driving operational excellence across teams. Experience Ensure LCS delivery meets defined service levels, quality standards, and customer commitments. Maintain strong customer relationships through proactive communication, clear documentation, and consistent follow-through. Own the coordination of delivery activities, ensuring requirements are scoped accurately, dependencies are identified, and execution is on track. Escalate risks early and collaborate cross-functionally to resolve issues quickly. Partner closely with Sales, Customer Advocacy, Engineering, Production, and Operations to enable seamless end-to-end service delivery. Provide visibility into progress, risks, and performance metrics for internal and external stakeholders. Track delivery performance, analyze trends, and identify areas for operational improvement. Apply insights to refine delivery processes and enhance customer outcomes. Contribute to building standardized processes, documentation, dashboards, and service delivery frameworks. At senior levels, influence solution evolution, advocate for customer needs, and drive cross-team improvement initiatives.
Requirements
- Strong organizational skills with meticulous attention to detail.
- Effective written and verbal communication with both internal teams and customer stakeholders.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
- Experience using CRM, ticketing, or service management tools.
- Proven ability to collaborate across cross-functional teams.
- Analytical mindset with the ability to identify trends and recommend improvements.
- Bachelor’s degree or equivalent professional experience in Business, Technology, Operations, or related fields.
- Associate LDM: 1–3 years in operations, project coordination, customer support, or service delivery.
- LDM: 4-7years in service delivery, project management, or account/program management.
- Senior LDM: 7+ years managing complex accounts or large-scale delivery programs.
Nice To Haves
- Experience in Lifecycle Services, device deployment programs, managed services, or education/commercial technology sectors.
- Project management or IT service management familiarity (PMP, ITIL, etc.) a plus.
Responsibilities
- Serve as the operational point of contact for assigned accounts, ensuring all delivery activities are executed accurately and on time.
- Align with Sales and Customer Advocacy to confirm customer requirements, documentation, and expectations.
- Participate in customer meetings, QBRs, and internal reviews as the delivery representative.
- Partner with Customer Advocacy to ensure new customers and programs have a smooth, well-coordinated onboarding experience.
- Validate onboarding deliverables, documentation, and readiness across internal teams.
- Coordinate with engineering, logistics, production, and operations teams to ensure delivery continuity and resolve execution challenges.
- Track milestones, dependencies, risks, and issues, ensuring timely updates to internal and external stakeholders.
- Maintain accurate CRM and reporting records for account status, commitments, and performance metrics.
- Monitor ongoing service quality and drive corrective actions to address recurring issues.
- Manage communication and alignment during escalations, ensuring customer visibility and internal accountability.
- At senior levels, lead complex issue resolution and guide cross-functional teams through corrective action planning.
- Identify opportunities to enhance operational efficiency, improve service quality, and increase customer satisfaction.
- Document best practices, contribute to templates, runbooks, and dashboards.
- Senior LDMs may lead or co-lead continuous improvement initiatives across LCS.
- Oversee delivery for strategic, large-scale, or multi-solution customer programs.
- Partner with leadership to shape delivery strategy, solution enhancements, and operational improvements based on customer insights.
Benefits
- medical, dental, vision, life and disability coverage as of the 1st of the month
- health savings accounts
- flexible savings accounts
- 401(k) plan with company match
- 7 annual holidays and flexible time off options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
251-500 employees
