Service Delivery Manager

Role Overview

The Service Delivery Manager is responsible for building predictable, accountable, and scalable service delivery operations. In a complex, high-volume environment, you will define workflows, align work to measurable outcomes, lead a team of specialists, and reduce delivery risk while maintaining quality.

Responsibilities

• Define and refine service delivery workflows and operating procedures
• Manage team capacity and headcount to balance competing priorities
• Enforce a one-business-day SLA for customer-facing tickets using real-time monitoring
• Ensure delivery commitments are predictable and consistently met
• Monitor and report delivery performance via metrics and operational reviews
• Lead performance management (goal setting, coaching, and improvement plans)
• Build a culture of accountability, ownership, and measurable results
• Manage subcontracted service partners with performance tracking and quality standards
• Act as the primary escalation point for customer delivery issues and drive resolution
• Drive continuous improvement (process analysis, time studies)
• Remove operational friction to increase throughput and quality
• Design processes and operating rhythms to support scalable growth
• Collaborate cross-functionally with Sales, Product, and Customer Success
• Support organizational change and adoption at the team level

Requirements

• 3–4+ years leading service delivery or operations teams in complex, high-volume environments (SaaS preferred)
• Experience managing recurring, contracted service delivery for assigned customers
• Proven ability to introduce structure, processes, and accountability in evolving environments
• Strong capacity planning, prioritization, and delivery against outcomes
• Experience with performance management, coaching, and corrective action
• Skilled in designing and managing complex workflows across multiple priorities
• Experience managing outsourced service partners / BPO relationships
• Process improvement knowledge using Lean, Six Sigma, ITIL, or similar methodologies

Nice to Have

• Familiarity with billing and payment workflows and exception handling
• Bachelor’s degree (or equivalent experience)
• Certifications such as Lean Six Sigma Green Belt, PMP, or ITIL Foundation

Key Capabilities

• Establish clear expectations in unstructured environments and drive follow-through
• Translate ambiguity into executable plans
• Stay composed and decisive in high-demand situations
• Learn complex products and business models quickly to improve outcomes