Ask an F5er- AMA with guest Shaun Gouws

Develop strong communication skills, focus on building relationships as well one should prioritize problem solving and customer advocacy, to name a few things.

The role itself leans toward project and service management, it requires some technical knowledge within your domain and relies heavily on leadership and collaboration skills.

If you know someone experienced as a Service Delivery Manager or similar, I encourage you to connect and learn the nuances of the role. A good mentor can offer guidance, share real-life challenges from the field, and provide insights that only come with experience.

Final thoughts? Becoming an SDM is an exciting journey, as it combines technical expertise, customer success, leadership, and problem-solving into one dynamic role. Start by mastering the foundational skills and processes, and over time, focus on developing a strategic mindset. Aspiring SDMs should be ready to demonstrate ownership, accountability, and a passion for delivering value—not just services.

The best advice I can give? Stay curious, stay adaptable, and always prioritize the customer. Success in this role is all about enabling others to thrive while driving meaningful outcomes.