Service Delivery Manager

This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. The position builds relationships through open and honest communication, provides comprehensive status reporting to customers and NSC Global leadership, and ensures delivery teams meet or exceed all Service Level Agreements. It also involves financial forecasting, revenue and profit targeting, timely billing, and leading collective activities.

Responsibilities Coordinate all resources of the tower, including off-shore. Orchestrate end-to-end services for the involved towers (top of stack). Manage the cooperation between towers to ensure usage of standard methods and tools wherever applicable. Ensure that account specific processes are applied at all relevant scope. Evaluate and manage service requests. Drive completion of service acceptance, technical assurance and handover processes; act as SPOC in case of esca...