Service Delivery Manager
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Key skills for this role
About the Role
IMPETUS EXECUTIVE seeks a Service Delivery Manager to lead customer onboarding and delivery of WiFi, location analytics, and indoor tracking solutions. The role requires 3+ years in network engineering, strong knowledge of enterprise WiFi and RADIUS, and proven experience in service delivery.
Key Skills for This Role
Responsibilities
- Own end to end customer onboarding and service delivery
- Ensure projects are delivered on time, within scope, and to quality standards
- Manage customer expectations, communication, and overall sentiment
- Act as escalation point for onboarding and delivery issues
- Lead and coordinate engineers and project managers across multiple deployments
- Identify risks and drive resolution proactively
- Ensure smooth handover from Sales → Delivery → Customer Success
- Oversee deployments of WiFi Captive Portals, Location Analytics, Kiosk Applications & Wayfinding, Mobile Wayfinding (Blue Dot), and Indoor Asset Tracking solutions
- Maintain structured project tracking, reporting, and documentation
Requirements
- 3+ years hands on experience in Wired/Wireless Network Engineering
- Proven experience in customer onboarding and service delivery
- Strong knowledge of enterprise WiFi and networking (TCP/IP, VLANs, DNS, DHCP)
- Strong knowledge of RADIUS / AAA authentication
- Experience with systems (Windows/Linux) and cloud environments
- Experience with APIs, SDKs, and web technologies
- CCNA (or equivalent level)
- Strong communication and customer facing skills
- Ability to manage multiple projects and teams in a fast paced environment
- Business mindset with focus on delivery outcomes and customer satisfaction
Full Job Posting
Overview
- We are looking for a Service Delivery Manager to lead customer onboarding and delivery of the company solutions across venues.
- This role ensures deployments are completed on time, without delays, and with strong customer satisfaction throughout onboarding and post go live.
- You will manage Technical Support Engineers and Project Managers, and work closely with Sales and Customer Success Managers (CSMs) to ensure smooth execution and positive customer experience.
Key Responsibilities
- Own end to end customer onboarding and service delivery
- Ensure projects are delivered on time, within scope, and to quality standards
- Manage customer expectations, communication, and overall sentiment
- Act as escalation point for onboarding and delivery issues
- Lead and coordinate engineers and project managers across multiple deployments
- Identify risks and drive resolution proactively
- Ensure smooth handover from Sales → Delivery → Customer Success
- Oversee deployments of WiFi Captive Portals, Location Analytics, Kiosk Applications & Wayfinding, Mobile Wayfinding (Blue Dot), and Indoor Asset Tracking solutions
- Maintain structured project tracking, reporting, and documentation
Requirements
- 3+ years hands on experience in Wired/Wireless Network Engineering
- Proven experience in customer onboarding and service delivery (mandatory)
- Strong knowledge of enterprise WiFi and networking (TCP/IP, VLANs, DNS, DHCP)
- Strong knowledge of RADIUS / AAA authentication
- Experience with systems (Windows/Linux) and cloud environments
- Experience with APIs, SDKs, and web technologies
- CCNA (or equivalent level) – certification not required to be current, but must have been obtained or demonstrated in experience
- Strong communication and customer facing skills
- Ability to manage multiple projects and teams in a fast paced environment
- Business mindset with focus on delivery outcomes and customer satisfaction
Preferred
- CCNP, PMP, or ITIL
- Experience with large venues (retail, hospitality, healthcare)
- Exposure to WiFi analytics, indoor navigation, or IoT solutions
What Success Looks Like
- Onboarding delivered on time with no major delays
- High customer satisfaction during and after onboarding
- Strong coordination across technical, project, and business teams
- Clear visibility, reporting, and control over all active deployments
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