Support Manager

Why SoftwareOne?

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

The role

Are you passionate about building strong customer relationships and ensuring exceptional service delivery outcomes?

Do you enjoy leading incident resolution, driving operational excellence, and helping customers maximize the value of their cloud services?

Are you looking for an opportunity to work closely with customers while managing service performance, continuous improvement, and business growth initiatives?

At SoftwareOne, we help organizations unlock the value of cloud and software solutions through industry-leading managed services and customer support. We are looking for a Service Delivery Manager to act as a trusted advisor and primary point of contact for customers, ensuring the successful delivery of managed services while maintaining high levels of customer satisfaction and operational excellence.

As a Service Delivery Manager, you will be responsible for managing customer relationships, overseeing service performance, and ensuring services are delivered in line with agreed commitments. Working closely with technical teams, customers, and internal stakeholders, you will drive service improvement initiatives, manage escalations, and support business growth through exceptional service delivery.

Key Responsibilities:

• Acting as the primary point of contact for customers, building trusted relationships and ensuring service expectations are consistently met.
• Monitoring service performance and driving operational excellence to ensure delivery against agreed service levels and business objectives.
• Leading incident and escalation management activities, coordinating resolution efforts, and facilitating post-incident reviews.
• Working closely with technical and operational teams to resolve service issues, improve processes, and enhance customer outcomes.
• Delivering regular service reviews, performance reports, and customer communications to provide transparency and actionable insights.
• Identifying opportunities to improve customer value, support service adoption, and contribute to account growth initiatives.

What we need to see from you

• Experience in Service Delivery, Managed Services, Customer Success, Account Management, or a similar customer-facing role.
• Understanding of cloud technologies and managed service environments, including Azure, AWS, or related platforms.
• Strong incident, problem, and escalation management capabilities.
• Excellent customer relationship management and stakeholder engagement skills.
• Strong communication, problem-solving, and organizational skills with a proactive approach to customer success.
• Ability to work collaboratively across technical and business teams while managing multiple priorities.

Job Function

Services