Job Description
Join New Era Technology , where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together Position Summary The Service Delivery Manager (SDM) serves as the primary operational and service management lead responsible for ensuring the successful delivery of managed collaboration, conferencing, and IT services to the customer. The SDM acts as the key liaison between the customer, service delivery teams, and operational support functions, ensuring service excellence, SLA compliance, continual service improvement, and customer satisfaction throughout the contract lifecycle. The SDM will oversee service operations, manage escalations, coordinate cross-functional teams, lead service reviews, and drive process improvements aligned with ITIL best practices. This role requires strong stakeholder management, operational governance, service management expertise, and the ability to drive customer-focused outcomes. Key Responsibilities Service Delivery & Operations Management Own and manage the overall service relationship between the customer and service delivery teams. Monitor day-to-day service operations and ensure services are delivered according to agreed SLA
