Service Delivery Manager, Customer Success Manager

Responsibilities

• Be the single point of contact (SPOC) for the client across all YSSY service areas — Data & AI, Infrastructure, Observability, and Security
• Manage the full account lifecycle: SLAs, performance metrics, contract financial management, penalties, and periodic reviews
• Coordinate multiple YSSY squads and technical teams assigned to the client, ensuring prioritization, communication, and cohesive delivery
• Prepare and present the Monthly Performance Report (RMD) consolidating all areas — operational, financial, and action plan
• Lead QBR (Quarterly Business Review) meetings with client leadership, presenting results and strategic progress
• Manage Service Orders and expanded scope requests, from estimation to formal acceptance
• Act as the guardian of the customer experience: anticipate risks, resolve conflicts, and ensure perceived value consistently exceeds expectations
• Identify and develop account expansion opportunities (upsell and cross-sell) in partnership with commercial and technical teams
• Support management of critical incidents as the executive interface between the client and YSSY technical teams

Requirements

• Experience managing accounts or IT managed service contracts (MSP, outsourcing, support/sustaining, or professional services)
• Ability to navigate seamlessly and credibly between technical and executive stakeholders
• Practical knowledge of ITIL and processes for managing incidents, changes, and service levels
• Broad technology perspective: comfortable discussing data, infrastructure, security, and observability without needing to be an expert in all areas
• Proficiency with tracking and reporting tools: Excel, Power BI, or similar for KPIs and management reports
• Results-, deadline-, and quality-oriented profile — someone who resolves issues before escalating
• Bachelor’s degree completed in Information Technology, Information Systems, Computer Science, Engineering, Business Administration, or related fields