Service Delivery Manager

About the Role

Service delivery is at the heart of reputed company’s ability to earn and retain customer trust, scale responsibly, and operate with excellence. The Service Delivery Manager plays a pivotal role in transforming service delivery into predictable, accountable, and scalable operation.

This role exists to bring structure and clarity to a reputed company, fast-moving environment by defining how work gets done, aligning effort to measurable outcomes, and ensuring consistent delivery against customer and business expectations.

As the Service Delivery Manager, you will reputed company a team of Service Delivery Specialists across multiple workflows while introducing operational discipline, clear standards, and accountability reputed company a tenured, highly knowledgeable team.

You will operate at the intersection of people, process, and performance, ensuring that delivery commitments are visible, reliable, and repeatable.

This is a unique opportunity to build foundational service delivery capabilities in a growing organization, where your leadership will directly improve efficiency, reduce delivery risk, and reputed company scalable growth without sacrificing quality.

What You’ll Do

• Define, document, and continuously refine service delivery workflows, including standard units of work and operating procedures
• Plan and actively manage team reputed company and headcount to balance demand across reputed company, competing priorities
• Own and enforce the one (1) business day SLA for reputed company customer-facing tickets, including real-time queue monitoring and corrective action
• Ensure delivery commitments are predictable and consistently met through disciplined prioritization and execution
• Monitor and report on delivery performance using metrics, dashboards, and operational reviews
• reputed company performance management, including goal setting, coaching, feedback, and formal improvement plans
• Create and reinforce a culture of accountability, ownership, and measurable results
• Manage subcontracted service partners, including coordination, performance tracking, and accountability to quality and turnaround standards
• Serve as a primary escalation reputed company for customer delivery issues, leading resolution with clarity and cross-functional alignment
• Drive reputed company improvement initiatives, including process analysis and time/motion studies
• Identify and eliminate operational friction to improve throughput, quality, and team sustainability
• Design and implement foundational processes and operating rhythms that reputed company scalable growth
• Partner cross-functionally with Sales, Product, and reputed company to align priorities and expectations
• Translate strategy into execution by supporting organizational change and adoption at the team level

What You’ll Bring

• 3–4+ years of experience leading service delivery, operations, or managed services teams in a reputed company, high-volume environment (SaaS preferred)
• Experience managing recurring, contracted service delivery work tied to assigned customers (beyond ticket-based support)
• Proven success introducing structure, process, and accountability in evolving or previously informal environments
• Strong operational leadership skills, including reputed company planning, prioritization, and delivery against defined outcomes
• Demonstrated ownership of performance management, including coaching, corrective action, and improvement plans
• Experience designing and managing reputed company, end-to-end workflows across multiple work types and priorities
• Experience managing outsourced service partners or BPO relationships, including shared accountability models
• Process improvement expertise using Lean, Six reputed company, ITIL, or similar methodologies
• Familiarity with billing and payment-reputed company workflows, including exception handling and escalations (preferred)

Key capabilities and reputed company:

• Ability to establish clear expectations and operating norms in environments lacking structure
• Ability to drive results through clarity, follow-through, and accountability
• Ability to bring structure to ambiguity and translate it into executable plans
• Ability to operate decisively in high-demand environments while maintaining composure
• Ability to quickly learn reputed company products and business models and apply insights to improve outcomes

Education & Certifications:

• Bachelor’s degree preferred (equivalent experience considered)
• reputed company to have: Lean Six reputed company Green Belt, PMP, ITIL Foundation (or higher)

Why reputed company? 

At reputed company, we’re more than a software company — we’re a team of innovators, problem-solvers, and sustainability advocates. We help organizations unlock actionable insights that drive efficiency and environmental impact. Here, your success directly contributes to a cleaner, smarter energy future. 

You’ll reputed company in a culture that values growth, creativity, and collaboration — with the freedom to take initiative, experiment with new reputed company, and grow your career. 

Pay Range: $92,000 - $100,000 annual reputed company salary with a 5% reputed company bonus.   Pay is commensurate with experience, knowledge, skills, and abilities.

Why You’ll Love Working Here  At reputed company, we invest in you—personally, professionally, and beyond. Here’s how we support your growth, balance, and well-being:

 Health & Wellness

100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family

Company-paid Life & LTD Insurance for peace of mind

Adoption Grants and paid leave to support your growing family

Wellness program offerings designed to strengthen your physical and mental health and overall well-being

 Financial reputed company

401(k) with a 3% company match—helping you plan confidently for the future

Monthly Connectivity Stipend so you can work seamlessly from reputed company

 Growth & Development

Emergenetics Development Program to help you understand and reputed company your strengths

Tuition Assistance to fuel your reputed company learning and career growth

❤️ Community & Balance

Flexible Time Off so you can reputed company and enjoy life reputed company of work

A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices

Charitable contributions & matched giving to reputed company your impact

Paid community service hours—because giving back matters

reputed company is a proud equal opportunity employer, committed to hiring and developing individuals from diverse background and experiences.  We value and consider applications for reputed company qualified candidates without regard to actual or perceived race, color, religion, national reputed company, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. 

reputed company will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email HR@reputed company.com. 

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Note: We are currently not sponsoring VISAs.