About the role

Role Overview

The Service Delivery Manager leads service delivery operations to make delivery predictable, accountable, and scalable. You’ll define how work gets done, align effort to measurable outcomes, and ensure consistent fulfillment of customer and business expectations while leading a team across multiple workflows.

Responsibilities

Define and refine service delivery workflows, including standard units of work and operating procedures
Plan and manage team capacity/headcount to balance demand across competing priorities
Own and enforce a 1-business-day SLA for customer-facing tickets, including real-time queue monitoring and corrective actions
Ensure delivery commitments are predictable and reliably executed through disciplined prioritization
Monitor and report delivery performance using metrics, dashboards, and operational reviews
Lead performance management: goal setting, coaching, feedback, and improvement plans
Build a culture of accountability, ownership, and measurable results
Manage subcontracted service partners, including coordination and performance tracking against quality/turnaround standards
Serve as the primary escalation point for customer delivery issues and lead resolution with cross-functional alignment
Drive continuous improvement (process analysis, time/motion studies)
Identify and eliminate operational friction to improve throughput, quality, and team sustainability
Design and implement foundational processes and operating rhythms for scalable growth
Partner cross-functionally with Sales, Product, and Customer Success to align priorities and expectations
Support organizational change and team-level adoption of strategy

Requirements

3–4+ years leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred)
Experience managing recurring contracted service delivery tied to customers (beyond ticket-based support)
Proven ability to introduce structure, process, and accountability in evolving environments
Strong skills in capacity planning, prioritization, and delivery against outcomes
Demonstrated ownership of performance management (coaching, corrective action, improvement plans)

Nice to Have

Experience in designing operational change/adoption processes and leading measurable service delivery improvements

About EnergyCAP

EnergyCAP, LLC is a software company focused on energy and sustainability management. Its platform helps energy and sustainability professionals manage financial-grade, actionable data to improve resource management, reduce carbon, and drive savings.