Position Summary:The
Customer Delivery Manager is responsible for ensuring that internal teams deliver all contractual obligations to our customers. This role requires a detail-oriented professional who can interpret complex contracts, maintain organizational rigor, and foster collaboration across teams to address issues and drive accountability.
The ideal candidate will serve as a key liaison between customer expectations and internal execution, ensuring compliance and timely delivery.
Key Responsibilities:- Contract Compliance & Governance
- Review and interpret customer contracts, SLAs, and obligations.
- Monitor adherence to contractual terms and escalate non-compliance issues.
- Execution Oversight
- Track deliverables and milestones to ensure timely and accurate execution.
- Hold internal teams accountable for meeting commitments.
- Risk Identification & Resolution
- Identify gaps or risks in meeting obligations and implement corrective actions.
- Cross-Functional Collaboration
- Partner with operations, legal, and customer success teams to resolve challenges.
- Facilitate discussions to address issues constructively and maintain customer satisfaction.
- Reporting & Communication
- Provide regular updates on compliance status and delivery performance to leadership.
- Maintain documentation and audit trails for contractual obligations.
Basic Qualifications:- Bachelor's degree in business administration, Operations Management, or related field or equivalent experience.
- 5+ years of experience with service-level agreements (SLAs) and compliance frameworks.
- 5+ years of experience in customer operations, contract management, and project delivery.
- Strong ability to read and interpret complex contracts.
- Excellent organizational skills and attention to detail.
- Proven ability to challenge teams constructively and drive accountability.
- Strong problem-solving, communication, and stakeholder management skills.
Preferred Qualifications- Experience in technology, engineering, or data center operations.
- Project Management certification (PMP or equivalent) is a plus.
- Experience working in a matrixed organization with cross-functional teams.
