Service Delivery Manager
Company Description
At FPC Digital, we are driven by a bold vision: to become a global leader in digitally transforming real estate into secure and sustainable environments that set the digital building standard and benefit both people and our planet.
Our mission is clear: to empower the global delivery of intelligent, secure and vendor-agnostic digital buildings that prioritize human-centric design, operational effectiveness and sustainability.
As an aspiring leader in Digital Building Design, Delivery and Operations, FPC Digital specializes in creating spaces that are not only smart and connected but also environmentally responsible. With a dedicated team operating across the Americas, EMEA, APAC and India, we are shaping a more innovative and sustainable built environment.
Job Description
The Service Delivery Manager is responsible for owning end-to-end service delivery for assigned customers or regions, seamlessly integrating both operational and analytics workstreams. This role focuses on ensuring optimal service performance by managing SLAs, resource planning, and comprehensive client governance. Acting as the primary strategic liaison for the client, the Service Delivery Manager will drive operational excellence, deliver actionable insights through data analytics, and ensure the highest levels of customer satisfaction and value realization within the digital building portfolio.
Key Responsibilities.
The responsibilities for this role include:
End-to-End Service Delivery: Own and manage the comprehensive service delivery lifecycle for assigned regional or global customers, seamlessly integrating operational execution with data analytics workstreams.
Client Governance & Strategic Liaison: Act as the primary strategic point of contact for clients, leading regular governance meetings, managing escalations, and ensuring service delivery consistently aligns with the client’s strategic business objectives.
SLA and Performance Management: Rigorously monitor and manage service performance to ensure strict compliance with Service Level Agreements (SLAs). Oversee issue prioritization, drive resolution, and implement corrective actions when metrics fall short of targets.
People Management & Talent Development: Lead, mentor, and manage a team of service professionals. Establish clear, measurable performance goals, conduct regular performance evaluations, and proactively identify skills gaps. Design and implement customized skill development and training plans to foster career growth and build a high-performing, future-ready team.
Resource Planning & Operations: Oversee resource allocation, team schedules, workload distribution, and timesheet approvals to ensure effective service coverage, optimal utilization, and adherence to project timelines.
Operations & Analytics Integration: As the program and client base evolves, you will be responsible for shaping future operational perspectives. You will act as the strategic bridge between operational teams and data analysts, building the capability to translate building data insights into proactive operational measures, energy optimization strategies, and continuous service improvements.
Program Management: Manage the delivery of services for clients in accordance with each client's Scope of Work. Manage services to the agreed commitments regarding time, scope, and budget.
Process Development and Implementation: Develop, implement, and optimize Standard Operating Procedures (SOPs), Methods of Procedure (MOPs), and RACIs to standardize service delivery processes and improve operational efficiencies across regions.
Continuous Improvement: Drive continuous improvement initiatives by implementing automation, refining reporting dashboards, and proactively recommending maintenance or operational enhancements based on analytical insights.
Industry Expertise: Maintain expertise, knowledge and understanding of industry trends, developments and initiatives
FPC Responsibilities:
Represent FPC in a professional manner internally and externally, and achieve a high level of customer satisfaction for all work performed
Be an effective team member, communicating with colleagues and working collectively to contribute to the development of Digital Building Services Group and the FPC business
Identify, develop, deliver and support opportunities for continuous improvement for FPC
Report to line manager, acting in accordance with their requests and direction and those of FPC management
Manage own workload, communicating and escalating any issues to line manager accordingly
Act in accordance with all FPC employment policies and procedures, including FPC Employee Handbook, Health & Safety and Time and Expenses Reporting
Carry out any other duties reasonably requested by FPC Management
Qualifications
Education.
Industry expertise and relevant certifications are highly valued and may substitute for formal academic qualifications.
Experience.
Industry Expertise:
Possesses 10-15 years of experience in IT/OT operations, digital building management, or managed services, including 3-5 years specifically in a client-facing Service Delivery Management role.
Area of experience required:
Extensive experience managing large-scale, cross-functional service delivery programs (integrating both operations and analytics). Proven track record in SLA management, comprehensive client governance, strategic account oversight, and direct personnel management. Familiarity with smart building technologies, IoT platforms, and sustainability/energy optimization initiatives is highly preferred.
Technical Skills:
Proficient in IT/OT service management tools (e.g., ServiceNow, Jira), data analytics platforms (e.g., PowerBI, Tableau), and operations dashboards. Good understanding of digital building systems, Building Management Systems (BMS), and data security regulations. Good to have experience in translating complex technical and analytical data into client-facing performance reports. Experienced in collaborating with delivery teams to manage and track projects from design to handover
Soft Skills:
Leadership and Team Management: Strong leadership skills with experience in managing remote teams and coordinating across functional areas providing services to and managing global accounts.
Strategic Communication: Exceptional executive-level communication and presentation skills, capable of translating complex operational and analytical data into strategic business value for clients.
Client-Focused: Excellent client relationship management skills with the ability to communicate technical information effectively.
Process Improvement: Proven experience in creating SOPs, MOPs, and RACIs, with a focus on process optimization and standardization.
Problem Solving: Strong troubleshooting skills with a proactive approach to resolving technical issues remotely.
Additional Information
At FPC, we’re not just a company—we’re a thriving community where innovation flourishes, ideas are celebrated, and careers are shaped. When you join us, you become part of a dynamic team that:
Shapes the Future: Work on groundbreaking projects that are redefining industries with sustainability, cutting-edge technology, and bold ambition.
Supports Your Growth: From leadership training to cross-functional collaboration, we prioritize your professional development and empower you to explore new ideas, take initiative, and grow in your career.
Values Balance and Inclusion: We celebrate diversity, foster collaboration, and ensure every voice is heard—while maintaining a strong commitment to work-life balance.
Creates Impact: Contribute to the delivery of iconic, high-performance buildings and innovative solutions that have a lasting, positive impact on the world.
Together, we’ll build tomorrow’s digital planet—and you’ll be part of something truly extraordinary.
