About the role

Role overview

Service Delivery Manager (SDM) within the Customer Success function, owning customers’ outcomes and service performance after project go-live. You will ensure smooth transition from delivery into managed services, maintain SLA/KPI alignment, oversee support operations and escalations, and continuously improve value over time.

Responsibilities

Service Ownership & Customer Success

Act as primary operational/service relationship owner post go-live
Own overall service experience to drive customer satisfaction and retention
Build trusted relationships with IT, CX, and business stakeholders
Run regular service reviews, reporting, and strategic alignment sessions
Ensure no gap between support, delivery, and customer expectations through full visibility and accountability

Service Performance & Governance

Deliver services against agreed SLAs and KPIs
Monitor service performance, availability, and quality metrics
Oversee support ticket queues: triage, prioritization, and resolution
Manage escalations (technical/operational/customer) to resolution
Lead escalation point for P1/P2 incidents
Drive root cause analysis and problem management to prevent recurrence
Manage incident, problem, and change processes aligned with ITIL best practices
Provide clear, proactive communication to customers during incidents/service disruptions

Support & Incident Management

Oversee day-to-day support operations in collaboration with the service desk
Ensure tickets are logged, categorized, and managed per SLA commitments
Coordinate resolution of critical/high-impact incidents
Track ticket trends, backlog, and recurring issues
Improve processes using ticket analysis and service data
Ensure timely customer updates throughout the ticket lifecycle

Project to Service Transition

Lead transition from project delivery to BAU support
Ensure documentation, knowledge transfer, and operational readiness are complete
Validate services are operational, stable, and aligned to expectations

Continuous Improvement & Optimization

Identify opportunities to improve performance, efficiency, and user experience
Recommend optimization, automation, and service enhancements
Support customers through Aura’s Optimize and Innovate phases (adoption of new features/capabilities/services)

Stakeholder & Vendor Management

Coordinate internal teams (support, engineering, customer success)
Manage third-party vendors/technology partners (e.g., Microsoft, CX providers)
Ensure consistent service delivery standards and customer experience across regions

About Aura

Aura is a global communications and customer experience (CX) specialist focused on helping complex enterprises modernize voice, communications, and CX within the Microsoft ecosystem. It delivers low-risk transformation through automation and global delivery capability, with end-to-end accountability. Aura supports the full journey from integrate to optimize and innovate, combining hybrid voice expertise, Microsoft Teams, CX platforms, and AI.

Service Delivery Manager - Customer Success (United States)

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