Service Delivery Manager

Fixed Solutions

Key Responsibilities

• Oversee end-to-end delivery of cyber security projects and services, ensuring alignment with scope, timelines, and quality standards.
• Act as the primary point of contact for clients, maintaining regular communication to ensure expectations are clearly understood and met.
• Follow up closely with technical teams to track progress, address challenges, and ensure timely project execution.
• Manage client expectations by providing status updates, handling concerns, and ensuring a high level of customer satisfaction.
• Coordinate internal resources and support teams to ensure smooth service delivery and issue resolution.
• Monitor service performance and project milestones, escalating risks or delays when necessary.
• Prepare and present project updates, service reports, and delivery status to both internal management and clients.
• Support continuous improvement initiatives to enhance service quality and delivery efficiency.
• Prepare delivery status reports and support SLA/KPI tracking
• Coordinate closely with Project Managers (PMs) to align project plans, timelines and delivery priorities, ensuring seamless execution and consistent communication across all stakeholders.

Skills & Competencies

• Strong communication and client-handling skills
• Professional, presentable, and confident attitude
• Excellent follow-up, organization, and time-management skills
• Ability to coordinate across teams without direct authority
• Problem-solving mindset with attention to detail
• Ability to explain technical topics clearly to non-technical audiences
• Ability to manage multiple projects simultaneously
• Occasional travel may be required for client meetings or project kickoffs