Service Delivery Manager with a proven track record of effectively managing enterprise and mid-market customer portfolios while driving service excellence and fostering lasting stakeholder relationships. Experienced in overseeing the complete service delivery lifecycle, from onboarding and implementation to ongoing support governance, service reviews, and continuous improvement.
Skilled in managing Service Level Agreements (SLAs), service credits, and support entitlements, while coordinating cross-functional teams to achieve measurable outcomes. Combines commercial awareness with a structured approach to governance, reporting, and operational coordination.
ITIL 4 certified, with additional credentials in Agile methodologies and AI business strategy. Specializes in Microsoft Dynamics 365 (Business Central, CRM), SharePoint, and cloud-based Software as a Service (SaaS) platforms. Proficient in coordinating technical consultants, triaging and prioritizing service requests, and bridging the gap between client business requirements and technical delivery teams.
Expert at building automated, data-driven Customer Health Engines that scale operations across accounts and transform customer pain points into expansion opportunities. Demonstrates strong commercial acumen, having consistently exceeded net-new upsell goals and achieved an average portfolio growth of 22.8%. Maintains a forward-looking focus on AI business implementation, serving as a trusted advisor to C-level stakeholders.
