Service Delivery Manager

About the role

The Service Delivery Manager is responsible for leading service delivery operations and customer outcomes within their region, ensuring customers receive a consistent, high-quality and responsive service experience. Working closely with customers, Service Coordinators, Professional Services, Sales and Technical teams, the Regional Service Delivery Manager ensures service delivery aligns with Cyclone's national standards while meeting the unique needs of local customers.

Key responsibilities

• Lead service delivery and customer outcomes across the region, building strong customer relationships along the way.
• Act as the regional escalation point for service‑related issues and drive timely resolution of customer concerns and service risks.
• Lead, coach and develop a high‑performing Service Delivery team and foster a collaborative, customer‑focused and accountable team culture.
• Identify opportunities to improve processes, customer engagement and operational effectiveness, providing recommendations and insights to support national service delivery initiatives.

Required profile

• Experience leading service delivery, customer success or managed service teams.
• Strong customer relationship and stakeholder management skills.
• Experience managing service performance against KPI's and SLA's.
• Strong problem‑solving and decision‑making capabilities.

What we offer

• Competitive salary and benefits package including health insurance, a paid volunteer day per year, discounted technology products and OCP support.
• Customer‑centric culture focused on delivering exceptional support and building trusted partnerships.
• Diverse client base allowing you to showcase technical expertise and top‑tier customer service skills.
• Training platforms and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google and Dell.