Service Delivery Manager

Cincinnati Bell Dublin , OH 43016

Posted 4 months ago

Service Delivery Manager

Columbus, OH

Job Purpose

This position is responsible for coordinating the delivery of services into key accounts which will ensure long-term healthy service provider-customer relationships. The Service Delivery Manager will serve as the liaison between the client and our operational teams. The Service Delivery Manager must be highly motivated and proactive to drive the implementation of services as well as protect and grow revenue related to CBTS business products.

The Service Delivery Manager will coordinate customer implementations from contract signature through service delivery and billing for orders with complexity and extensive scope. The Service Delivery Manager will also monitor recently installed services for a period of time to ensure complete customer satisfaction.

The Service Delivery Manager will be accountable for directing resources necessary for customer satisfaction. Organizational agility and sound business judgment are essential. Utilization of project management tools including but not limited to project plans, maintaining customer and project team collaboration, managing customer expectations, and identifying project risks are essential elements as well.

The Service Delivery Manager is also available to attend pre-sales meetings to set appropriate customer expectations and to answer service delivery, billing, and support questions. The Service Delivery Manager is also expected to collaborate with the sales teams on client account growth opportunities.

Essential Functions

  • Responsible for the overall service delivery and operational management of the program

  • Ensures customer satisfaction for the overall service

  • Acts as a liaison between the customer, account management and operational teams

  • Directs resources as necessary to deliver and manage the service

  • Manages the implementation and support of new features & capabilities


Four years of College resulting in a Bachelor's Degree or equivalent


  • At least 6 years of proven service delivery and operational management experience

  • Program & operational reporting including executive scorecard / dashboard management

  • IT project management experience

  • Proven ability to develop & deliver presentations to customer leadership

  • Proven ability to develop statements of work and functional & technical design documents

  • Service level agreement management

  • Incident and problem management including enterprise tools experience

  • System & Application performance monitoring

  • Change Control Management Contract, project and production

  • VoIP & contact center management experience preferred

  • Health & Human Services IT experience preferred

Special Knowledge/Skills

  • Strong customer relationship management skills

  • Customer expectation management skills

  • Strong vendor relationship skills

  • Exceptional communication skills - verbal & written

  • Understands and communicates technical concepts / principles at both an engineer and leadership level

  • Continuous service improvement orientation - ability to identify areas of improvements and possible solutions

  • Organizational and problem-solving skills

  • Leadership & analytical skills

  • IT financial management

Supervisory Responsibilities

  • Leads work teams (assigns, coordinates, and verifies work completion) for employees performing similar work

Disability Accommodations

Cincinnati Bell and cbts is an Equal Employment Opportunity / Affirmative Action employer and we provide reasonable accommodations for qualifying individuals with disabilities and disabled veterans in our job application and interview procedures. If you would like to request an ADA accommodation for any part of the application and/or interview process, please contact our HR Compliance Department at (513) 841-6310 or send an email to If you should have any difficulty, you may use our alternative methods to express your interest in employment. A wonderful career awaits you!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Service Delivery Manager

Cincinnati Bell