Service Delivery Manager
About This Role
We are looking for a Service Delivery Manager to lead customer onboarding and delivery of the company solutions across venues. This role ensures deployments are completed on time, without delays, and with strong customer satisfaction throughout onboarding and post-go-live.
You will manage Technical Support Engineers and Project Managers, and work closely with Sales and Customer Success Managers (CSMs) to ensure smooth execution and positive customer experience.
Key Responsibilities
- Own end-to-end customer onboarding and service delivery
- Ensure projects are delivered on time, within scope, and to quality standards
- Manage customer expectations, communication, and overall sentiment
- Act as escalation point for onboarding and delivery issues
- Lead and coordinate engineers and project managers across multiple deployments
- Identify risks and drive resolution proactively
- Ensure smooth handover from Sales → Delivery → Customer Success
- Oversee deployments of WiFi Captive Portals, Location Analytics, Kiosk Applications & Wayfinding, Mobile Wayfinding (Blue Dot), and Indoor Asset Tracking solutions
- Maintain structured project tracking, reporting, and documentation
Requirements
- 3+ years hands-on experience in Wired/Wireless Network Engineering
- Proven experience in customer onboarding and service delivery (mandatory)
- Strong knowledge of enterprise WiFi and networking (TCP/IP, VLANs, DNS, DHCP)
- Strong knowledge of RADIUS / AAA authentication
- Experience with systems (Windows/Linux) and cloud environments
- Experience with APIs, SDKs, and web technologies
- CCNA (or equivalent level) – certification not required to be current, but must have been obtained or demonstrated in experience
- Strong communication and customer-facing skills
- Ability to manage multiple projects and teams in a fast-paced environment
- Business mindset with focus on delivery outcomes and customer satisfaction
Preferred
- CCNP, PMP, or ITIL
- Experience with large venues (retail, hospitality, healthcare)
- Exposure to WiFi analytics, indoor navigation, or IoT solutions
What Success Looks Like
- Onboarding delivered on time with no major delays
- High customer satisfaction during and after onboarding
- Strong coordination across technical, project, and business teams
- Clear visibility, reporting, and control over all active deployments
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