Summary:

The Service Delivery Manager (SDM) is the primary point of contact between StickmanCyber and its clients. This role owns the client relationship, delivery outcomes, and overall account health across all assigned engagements. The SDM ensures that services are delivered on time, within scope, and within budget — while proactively managing risks, escalations, and client satisfaction.

This role works closely with the Delivery Operations Specialist and internal competency teams to drive positive outcomes for every client.

Responsibilities:

Client Relationship Management

- Serve as the primary liaison between clients and internal teams.
- Build and maintain trusted, long-term relationships with key client stakeholders.
- Develop a thorough understanding of each client's organisation, business processes, priorities, culture, and pain points.

Governance & Meetings

- Run kick-off meetings, monthly governance meetings, and quarterly business reviews (QBRs) with clients. Conduct quarterly internal review meetings with the Account Manager to maintain transparency on account health.

Reporting & Communication

- For all clients on their reporting format, content, and frequency (executive summaries, board-level reports, detailed governance packs, meeting minutes).
- Produce and present reports using StickmanCyber-approved templates.
- Ensure supporting teams understand their responsibilities for contributing to client and internal reports. Prioritise quality over quantity.

Project Delivery

- Oversee end-to-end delivery across all assigned client engagements.
- Maintain a detailed project plans tracking progress, risks, milestones, scope, schedule, and costs.
- Ensure all projects are delivered on time, within scope, and within budget.
- Track and formally manage any changes to project scope, schedule, or costs via the CR process in collaboration with the team.
- Monitor and manage service delivery metrics including response times,



issue resolution rates, and client satisfaction scores.
- Flag delivery risks proactively before they become client-facing issues.

Escalation Management

- Act as the escalation owner for all client issues. Triage, manage, and resolve escalations within defined SLAs. Report and escalate to the managers as needed, with clear context, impact assessment, and recommended resolution.

Resource & Team Coordination

- Work closely with internal competency teams (Technical, Compliance, SOC, etc.) to ensure positive delivery outcomes. Coordinate with the Head of Delivery on resource availability and allocation across projects. Assist teams in prioritising tasks where required to maintain delivery momentum.

Client Feedback & NPS

- Drive NPS scoring and structured client feedback collection at defined intervals. Work with the client's success function to gather testimonials and case study opportunities. Use feedback to identify service improvement areas and share insights with the manager.

Account Management

- Lead regular service review meetings to discuss performance, receive feedback, and identify growth or improvement opportunities.
- Flag upsell and cross-sell signals to the Account Manager during QBRs and governance meetings.
- Define a structured offboarding workflow to ensure clean exits, final billing accuracy, and relationship preservation for future re-engagement.
- Maintain a live stakeholder map per client (decision-makers, sponsors) to reduce relationship risk during client-side personnel changes.

Skills & Qualification:

- Bachelor’s degree in business management/IT, Computer Science, or a related field.
- 4-7 years of experience in client delivery management.
- IT project management experience.
- Solid understanding of business cases and risk management.
- Solid communication and leadership skills.
- Client-facing, client relationship & delivery focused.
- Strong problem-solving and decision-making skills.
- Ability to work independently and as part of a team.

📌 CyberNavigator - Service Delivery Manager (India)
🏢 StickmanCyber
📍 India