Service Delivery Manager

About the role

Novatrack is seeking an experienced Service Delivery Manager to ensure that all services are delivered in line with customer SLAs and contractual commitments. You will act as the primary point of contact for critical incidents, oversee account operations, and drive continuous improvement across service delivery processes.

Key responsibilities

• Monitor service performance, customer satisfaction metrics, and ensure compliance with SLAs.
• Lead incident, problem, and escalation management, coordinating resolution of critical issues.
• Conduct service review meetings with key customers and communicate status updates during outages.
• Supervise Account Managers and Customer Success teams, driving proactive engagement and retention strategies.
• Establish and track operational KPIs, produce accurate performance reports, and enforce process adherence.
• Lead root‑cause analysis for major incidents and implement corrective actions.
• Provide coaching, performance evaluations, and development planning for operational teams.
• Document and maintain service delivery standards, identify inefficiencies, and recommend process improvements.

Required profile

• Executive‑level professional with at least 60 months (5 years) of relevant experience.
• Proven track record in service delivery or operations management within logistics or shipping.
• Strong leadership and people‑management capabilities.
• Excellent analytical skills for incident analysis and KPI monitoring.

Required skills