Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for ensuring high-quality, consistent, and efficient delivery of our services to clients. This role acts as a bridge between the client and our internal teams, managing all aspects of the service lifecycle from onboarding to ongoing support. The SDM will focus on enhancing client satisfaction, ensuring SLA adherence, and identifying opportunities to improve our service delivery processes. 

Key Responsibilities: 

• Serve as the primary point of contact for assigned clients, managing expectations and addressing service-related inquiries. 

• Develop strong client relationships, ensuring a thorough understanding of their needs and promoting continuous engagement. 

• Conduct regular client meetings to review service performance, provide updates, and gather feedback for service improvements. 

• Oversee the end-to-end delivery process, ensuring services are delivered on time, within scope, and aligned with quality standards. 

• Monitor and ensure adherence to SLAs, managing any issues or escalations to resolution in a timely manner. 

• Collaborate with internal teams (e.g., Product, Engineering, Customer Support) to resolve complex technical issues and deliver seamless client experiences. 

• Identify and implement process improvements to increase efficiency and enhance service quality. 

• Gather and analyze service metrics (e.g., response times, resolution rates) to assess performance, identify trends, and recommend improvements. 

• Participate in the development of new processes, tools, and best practices for optimal service delivery. 

• Identify potential risks within the service delivery process and take proactive steps to mitigate them. 

• Ensure that all client data handling and service delivery operations comply with applicable standards, regulations, and policies. 

Qualifications: 

• Bachelor’s degree in Business, Information Technology, or a related field; relevant certifications are a plus. 

• 5+ years of experience in service delivery, customer success, or account management in the tech industry. 

• Strong understanding of service delivery frameworks, such as ITIL or similar methodologies. 

• Proven ability to manage client relationships, prioritize tasks, and meet service expectations. 

• Excellent problem-solving skills, with experience handling escalations and managing multiple projects. 

• Proficiency with CRM, project management, and service delivery tools (e.g., ServiceNow, Jira, Salesforce). 

Preferred Skills: 

• Experience in SaaS, cloud services, or other technology-focused service models. 

• Certifications in ITIL, PMP, or other relevant service management practices. 

• Strong data analysis skills to interpret performance metrics and make data-driven improvements. 

Salary Range:

• The anticipated base salary range for this position is between $120,000 and $140,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

• Three weeks paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
• Gym membership subsidy
• Medical and dental insurance
• Pet insurance
• Employee Assistance Program
• College Savings Plan
• Travel assistance
• 401(k) with up to 4% employer match