This role under Managed Service Provider (MSP) or annual support contract environment ensures flawless service delivery to clients. They act as the main liaison between the client and the SoftwareOne, coordinating the end-to-end delivery of managed and support services. Key responsibilities include handling service technical resource, supervising service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet client expectations. SDMs track key performance indicators (important metrics) and run budgets to maintain cost efficiency. They also facilitate effective communication and problem resolution, ensuring high levels of customer satisfaction. 

Main responsibilities include the following: 

• Be the main point of contact for clients, ensuring their needs and expectations are met. 

• Be responsible for the performance of services to ensure they meet agreed-upon standards and substantial metrics. 

• Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews. 

• Implement and maintain service delivery processes to improve efficiency and effectiveness. 

• Work closely with internal teams to ensure flawless service delivery and resolve any issues. 

• Generate and present reports on service performance, incidents, and improvements to team members. 

• Ensure high levels of customer satisfaction by addressing concerns and improving service quality