Principal Service Delivery Manager
Summary
Remote principal SDM owning end-to-end delivery for hosted technology engagements: primary client-relationship manager, escalation point, and KPI/SLA reporting lead, while coordinating internal workstreams (security, change control, right-sizing) to protect hosting margin.
• Manages our technology client relationship including daily communications, weekly status meetings, and monthly KPI/SLA reporting to executives
• Owns all client hosting issues and ensures they are satisfactorily resolved
• Delivers regular program status updates and performance reporting
• Owns all collaboration to ensure internal groups and business partners are delivering successfully
• Technology escalation point for our clients
• Manages our hosting profit margin and continuously strives to maximize
• Manages client delivery expectations
• Manages environmental change control for client awareness and acceptance
• Manages numerous internal workstreams for our clients (decommissions, right-sizing, security, best practices)
• Executes performance monitoring tools and reporting for proactive issue identification and resolution