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Service Delivery Manager – Customer Success (United States)
Location: United States (Remote, with occasional travel)
Reports to: Head of Customer Success / Service Delivery Director
About Aura
Aura is a global communications and customer experience specialist, helping complex enterprises modernise voice, communications, and CX within the Microsoft ecosystem. With over 30 years of expertise and a presence in 170+ countries, Aura delivers low-risk transformation through automation, global delivery capability, and end-to-end accountability.
We combine deep hybrid voice expertise with Microsoft Teams, CX platforms, and AI to deliver measurable outcomes across the full customer journey, from Integrate > Optimise > Innovate.
Role Overview
We are seeking a Service Delivery Manager (SDM) to take ownership of the ongoing success, performance, and value realization of customers following project go-live.
This role sits within the Customer Success function and is responsible for ensuring that customers transition smoothly from delivery into managed services, while continuously optimizing their communications and CX environments.
You will act as the primary operational and service relationship owner, ensuring services are delivered in line with SLAs, performance targets, and customer expectations, including oversight of support operations, ticket management, and escalations, while identifying opportunities to enhance value over time.
Key Responsibilities
Service Ownership & Customer Success
- Act as the primary point of contact for customers post go-live
- Own the overall service experience, ensuring customer satisfaction and retention
- Build strong, trusted relationships with IT, CX, and business stakeholders
- Drive regular service reviews, reporting, and strategic alignment sessions
- Ensure there is no gap between support, delivery, and customer expectations by maintaining full visibility and accountability across all service interactions
Service Performance & Governance
- Ensure delivery of services in line with agreed SLAs and KPIs
- Monitor service performance, availability, and quality metrics
- Own oversight of support ticket queues, ensuring timely triage, prioritization, and resolution
- Manage escalations (technical, operational, and customer) through to resolution
- Act as the escalation point for high-priority (P1/P2) incidents
- Drive root cause analysis and problem management to prevent recurrence
- Manage incident, problem, and change processes in line with ITIL best practices
- Ensure clear, proactive communication to customers during incidents and service disruptions
Support & Incident Management
- Oversee day-to-day support operations in collaboration with the service desk
- Ensure all tickets are logged, categorized, and managed in line with SLA commitments
- Prioritize and coordinate resolution of critical and high-impact incidents
- Maintain visibility of ticket trends, backlog, and recurring issues
- Drive continuous improvement based on ticket analysis and service data
- Ensure customers receive timely updates throughout the ticket lifecycle
Transition from Project to Service
- Lead the transition from project delivery into business-as-usual (BAU) support
- Ensure all documentation, knowledge transfer, and operational readiness is complete
- Validate that services are fully operational, stable, and aligned to expectations
Continuous Improvement & Optimization
- Identify opportunities to improve performance, efficiency, and user experience
- Provide recommendations for optimization, automation, and service enhancements
- Support customers through Aura’s Optimize and Innovate phases
- Drive adoption of new features, capabilities, and services
Stakeholder & Vendor Management
- Coordinate internal teams including support, engineering, and customer success
- Manage third-party vendors and technology partners (e.g., Microsoft, CX providers)
- Ensure consistent service delivery standards and customer experience across regions
Commercial Awareness & Growth Support
- Identify opportunities for service expansion, upgrades, or additional solutions
- Support account teams with renewals, upsell, and cross-sell opportunities
- Ensure customers realize ongoing value from Aura services
Required Experience
Core Experience
- 3+ years of Service Delivery, Customer Success, or Account Management experience in telecoms, UC, or CX environments
- Proven experience managing enterprise customers in a managed service environment
- Experience working with global or multi-site customers
Technical Knowledge
- Commercial Awareness & Growth Support
- Identify opportunities for service expansion, upgrades, or additional solutions
- Support account teams with renewals, upsell, and cross-sell opportunities
- Ensure customers realize ongoing value from Aura services
Commercial Awareness & Growth Support
- Identify opportunities for service expansion, upgrades, or additional solutions
- Support account teams with renewals, upsell, and cross-sell opportunities
- Ensure customers realize ongoing value from Aura services
Preferred Qualifications
- Experience within the Microsoft ecosystem (Teams, Dynamics 365, Azure)
- ITIL Foundation (or equivalent experience)
- Experience in regulated industries (Healthcare, Finance, Manufacturing)
Key Competencies
- Customer Ownership – takes accountability for the ongoing success of the customer
- Relationship Management – builds trust and long-term partnerships
- Operational Excellence – ensures consistent, high-quality service delivery
- Operational Control – maintains visibility and control over tickets, incidents, and escalations
- Commercial Awareness – understands value, retention, and growth opportunities
- Continuous Improvement – proactively identifies and drives enhancements
Why Join Aura
- Be part of a high-growth company becoming a Microsoft CX specialist for complex enterprises
- Own and shape long-term customer relationships and outcomes
- Work within a one-partner, end-to-end service model
- Contribute to a scalable, global managed service organization
- Join a team focused on innovation across AI, CX, and modern communications
Success Measures
- Customer satisfaction and retention
- SLA and service performance achievement
- Effective management of tickets, incidents, and escalations
- Successful transition from project to managed service
- Identification and delivery of optimization opportunities
- Contribution to renewals and account growth
