About the role

Role Overview

The Service Delivery Manager establishes predictable, accountable, and scalable service delivery operations in a complex environment. You will lead a team of specialists to define workflows, align work to measurable outcomes, enforce customer SLAs, and improve delivery performance.

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 with real-time monitoring
Ensure delivery commitments are predictable and consistently met
Track and report delivery performance via metrics and operational reviews
Lead performance management (goal setting, coaching, improvement plans)
Build a culture of accountability, ownership, and measurable results
Manage subcontracted service partners (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, removing operational friction)
Design scalable operating processes and rhythms
Collaborate cross-functionally with Sales, Product, and Customer Success
Support team-level organizational change and adoption

Requirements

3–4+ years leading service delivery or operations teams in complex, high-volume settings (preferably SaaS)
Experience managing recurring, contracted service delivery for customers
Demonstrated ability to introduce structure, process, and accountability in evolving environments
Strong capacity planning, prioritization, and outcomes-focused execution
Experience with performance management (coaching and corrective action)
Skilled at 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
Billing/payment workflow familiarity (including exception handling) preferred
Bachelor’s degree preferred (or equivalent experience)
Certifications a plus: Lean Six Sigma Green Belt, PMP, ITIL Foundation

Compensation & Benefits

$92,000–$100,000 annual base salary
5% target bonus
100% company-paid Health, Dental, Vision; company-paid Life and Long-Term Disability
Adoption grants and paid leave, wellness programs
401(k) with 3% company match
Monthly connectivity stipend (remote)

About RemoteHunter

RemoteHunter is hiring for a software company focused on energy management and sustainability. The platform helps organizations gain actionable insights to improve energy efficiency and reduce environmental impact, supporting scalable growth for customers.