Service Delivery Management

You are designated a Service Delivery Manager (SDM) who provides:

• Ownership for P1 Incident updates during business hours.

• Onboarding call to your designated contacts to familiarize them with the service.

• Additional technical support and assistance in ticket escalations including vendor escalations.

• Monthly Service Report provided offline to nominated IT Administrator contacts.

• Business Review meeting (every two months) conducted through remote session with nominated IT Administrator and Contract Administrator contacts.

• Single Point of Contact for Designated Contacts.

Outside of the regular Service Reviews, the SDM is your point of contact for escalation and management of issues–where you want improved visibility of your Support case. In the event of Major (Emergency and Critical) Incidents, the SDM closely monitors the handling of the incident and provides you with additional communications on managing and resolving the incident.