Meet Unit4. With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.
With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.
At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. — A powerful statement that enables different priorities for different people.
We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.
Job Description
The Service Delivery Manager (SDM) is responsible for the successful operational delivery, governance and continuous improvement of recurring customer engagements across Managed Application Services (MAS), Product Administration Services (PAS), Product Monitoring Services (PMS) and other recurring services requiring service delivery management.
Acting as the primary operational customer-facing lead for the managed service, the SDM ensures that services are delivered effectively, performance is transparent, risks and escalations are actively managed, and customers receive a consistent and high-quality service experience.
As Unit4 continues its transformation towards the Success4U delivery model, the SDM plays an important role in helping customers transition from traditional service engagements to scalable, outcome-focused recurring services. Working closely with Customer Success Managers, Account Management and delivery teams, the SDM connects operational service performance with the customer's broader success objectives and identifies opportunities for continuous improvement.
The SDM owns service governance, operational customer relationships, service performance oversight, risk and escalation management, service reviews, consumption and scope awareness, and continuous improvement across an assigned portfolio of customer engagements. The SDM also provides operational insight and evidence to support customer health, retention, expansion and renewal activities, while strategic customer ownership, success planning and commercial ownership remain with the appropriate Customer Success and commercial roles.
Key Responsibilities
Own the operational service relationship for an assigned portfolio of customers, acting as the primary point of contact for service delivery, governance and operational escalations.
Ensure effective delivery of recurring services in line with agreed service scope, SLAs, KPIs and customer commitments, providing clear visibility of performance and areas requiring action.
Lead service governance and operational service reviews, communicating service performance, consumption, risks, escalations, improvement priorities and agreed actions. The broader strategic customer relationship and Success Plan remain with Customer Success.
Monitor service performance, customer satisfaction, consumption, case health and operational customer signals, using data and customer feedback to identify risks and drive continuous improvement.
Identify, manage and escalate service delivery and customer-retention risks, ensuring the appropriate Customer Success, Account Management and delivery stakeholders are engaged where strategic, commercial or renewal action is required.
Collaborate across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management to coordinate effective service delivery and support successful customer outcomes.
Maintain oversight of contracted service scope, consumption, service commitments and operational delivery milestones, identifying deviations and risks early and escalating them through the appropriate governance route.
Connect service delivery with customer outcomes, providing operational insight and evidence that supports Customer Success in value, adoption and Success4U conversations.
Identify service needs, gaps and potential growth opportunities through customer interactions and service reviews, sharing these with Customer Success and Account Management for qualification and commercial follow-up.
Maintain accurate service records, governance documentation, risks, actions, consumption information and reporting in the appropriate systems.
Coordinate service delivery across internal teams, ensuring effective handovers, clear ownership, appropriate escalation and alignment between customer priorities and operational delivery.
Support retention and renewal readiness by monitoring service satisfaction and performance, identifying risks early and providing operational evidence to Customer Success and Account Management.
Maintain commercial awareness of the service engagement, including contracted scope, consumption, points redemption and delivery risks, supporting accurate forecasting and margin awareness while commercial approval and contract ownership remain with the designated commercial roles.
Support compliance with contractual commitments, governance requirements and applicable company policies, escalating potential compliance or contractual risks to the appropriate owner.
Drive continuous improvement by using service data, customer feedback, case trends and operational insights to identify and coordinate improvements to recurring services and delivery practices.
Share knowledge, best practices and customer insights across the Recurring Services organisation to improve consistency, scalability and customer experience.
The Service Delivery Manager is a senior customer-facing professional accountable for customer outcomes, service excellence, retention, and recurring revenue growth across a portfolio of strategic customer accounts. This individual is an experienced relationship manager capable of balancing customer advocacy, commercial awareness, operational governance, and service delivery excellence.
Required Experience & Skills
Preferred Attributes
Customer-first mindset focused on value realization and long-term partnership.
Strong relationship-building and stakeholder management capabilities.
Commercially aware with a focus on retention, adoption, and recurring revenue growth.
Comfortable working through organizational change and transformation initiatives.
Passionate about improving customer experiences and driving successful outcomes.
Known as a trusted advisor who balances customer advocacy with business priorities.
Continuously seeks best practices and opportunities to improve service delivery and customer success.
A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.
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Manage enterprise customers’ post-sales journey by providing technical guidance, driving adoption and renewals, monitoring customer health, and coordinating with internal teams to resolve issues and support growth.
Own customer onboarding, adoption, health, renewals, and expansion for enterprise software accounts, partnering across Sales, Support, and Product to resolve issues and help customers achieve their goals.
Own client relationships as a trusted technology advisor, guiding IT roadmaps and service delivery, coordinating project quality, resolving escalations, and identifying opportunities to expand client engagements.
Gerencia estrategicamente uma carteira de clientes, impulsionando adoção, retenção e expansão de receita por meio de análises de resultados, coordenação de projetos e evolução de processos de Customer Success.
