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Role Overview

We seek a Service Delivery Manager to spearhead customer onboarding and the implementation of our technology solutions across various venues. This position guarantees timely project completion without setbacks, maintaining exceptional customer satisfaction both during onboarding and after launch.

Leading teams of Technical Support Engineers and Project Managers, you will collaborate closely with Sales and Customer Success Managers to ensure seamless project delivery and a positive client experience.

Key Responsibilities

Take full ownership of the customer onboarding process and service delivery management
Deliver projects promptly, adhering to scope and quality benchmarks
Manage customer communications, expectations, and overall relationship sentiment
Serve as the primary escalation contact for onboarding and delivery challenges
Coordinate and lead technical engineers and project managers through multiple deployments simultaneously
Proactively identify risks and implement solutions
Facilitate smooth transitions through the stages of Sales, Delivery, and Customer Success
Supervise deployments including WiFi Captive Portals, Location Analytics, Kiosk Applications, Wayfinding (including Mobile Blue Dot), and Indoor Asset Tracking
Maintain detailed project tracking, reporting, and documentation systems

Candidate Requirements

Minimum 3 years practical experience in wired and wireless network engineering
Demonstrated expertise in customer onboarding and service delivery is essential
In-depth understanding of enterprise WiFi technologies and networking protocols such as TCP/IP, VLANs, DNS, and DHCP
Familiarity with RADIUS and AAA authentication mechanisms
Experience working within Windows/Linux environments and cloud platforms
Knowledge of APIs, SDKs, and contemporary web technologies
CCNA certification or equivalent knowledge obtained through experience (certification currency not mandatory)
Effective communication skills with a strong customer-facing orientation
Capability to handle multiple projects and lead teams under fast-paced conditions
Business-focused with an emphasis on delivery and client satisfaction

Preferred Qualifications

Certifications such as CCNP, PMP, or ITIL are advantageous
Experience servicing large-scale venues in retail, hospitality, or healthcare sectors
Familiarity with WiFi analytics, indoor navigation, or IoT-based solutions

Success Indicators

Completion of onboarding without significant delays
High levels of customer satisfaction maintained throughout and after onboarding phases
Effective collaboration across technical, project, and business teams
Transparent tracking, thorough reporting, and comprehensive control of ongoing deployment projects

Service Delivery Manager

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