SERVICE DELIVERY MANAGER – TAKE YOUR CAREER TO THE NEXT LEVEL!

At Convergence Group, we’ve spent 20 years building a business that puts customers first. Our mission? To provide ‘Connectivity as a Service’ (CaaS) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry. As our Service Delivery Manager, you’ll support the Service Delivery & Assurance team as the trusted partner for our customers, ensuring they get the best out of our LAN and WAN Network Products and Services.

• You will act as the voice of the customer within Convergence Group.
• Lead service performance reviews and drive Service Improvement Plans when needed.
• Keep your customers happy and coming back for more! Stay ahead with regular meetings and calls, building stronger relationships, boosting satisfaction, and driving growth effortlessly.
• Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive continuous improvement.
• Monitor KPIs to ensure SLAs are met, CSAT metrics are achieved, and renewal rates remain high.
• Work closely with sales, delivery, and tech teams to spot upsell and cross-sell opportunities—driving more value for customers while strengthening partnerships!