Service Delivery
Management
One person who owns your account completely. Knows your environment, chairs your reviews, escalates with authority, and is reachable on their mobile — not a ticket queue.
1
Named SDM per account
Consistent, always
< 1hr
SDM response time
For escalated issues
100%
Accounts with active SDM
No shared or pooled SDMs
QBR
Every quarter
Chaired by your SDM
Everything Your SDM Owns
Not a relationship manager. Not a glorified account executive. A technically capable, decision-making partner who is accountable for your service outcome.
Your SLA — personally
Your SDM's name is on every SLA commitment. They're accountable — not a team, not a ticket queue. When something's at risk, they know before it breaches.
Monthly & quarterly reviews
Chairs your monthly service review and quarterly business review — with prepared data, trend analysis, and a clear agenda. No meetings for the sake of meetings.
Escalation authority
When something goes wrong, your SDM has authority to pull in senior engineers, engage vendors, and make decisions — without waiting for approval chains.
Proactive risk flagging
Identifies patterns before they become problems — rising ticket volumes in one location, hardware reaching end-of-life, an SLA trend heading the wrong direction.
Vendor liaison
Manages OEM support cases, renewal conversations, and third-party supplier relationships on your behalf. You deal with one person, not a dozen vendors.
Strategic roadmap input
Contributes to your IT planning — refresh cycles, capacity planning, budget forecasting — with data from your actual service history, not guesswork.
Structured Reviews.
No Surprises.
· Open ticket review
· SLA status check
· Upcoming planned work
· Any at-risk items flagged
· Performance vs SLA
· Ticket trend analysis
· CSAT scores & themes
· Change & incident summary
· Strategic alignment review
· Capacity & growth planning
· Contract & scope review
· 12-month roadmap update
· Full service benchmark
· Technology roadmap
· Pricing & contract renewal
· Relationship health-check
Everything Your SDM
Brings to the Table
- A named individual — not a team inbox
- Direct mobile number — not a helpdesk queue
- Pre-agreed escalation authority
- Prepared agendas for every review
- Proactive alerts before SLA breach
- Vendor management on your behalf
- Monthly trend reports with commentary
- Budget and capacity input on request
One Person Who Owns
Your Service Completely.
Tell us about your current service model and the gaps you're experiencing. Your SDM is introduced in week one.