About the role

Role Overview

The Service Delivery Manager establishes predictable, accountable, and scalable service delivery operations for a complex, high-volume environment. You’ll bring structure to workflows, align execution to measurable outcomes, and lead a team of specialists to consistently meet customer and business expectations.

Responsibilities

Define and refine service delivery workflows, operating procedures, and execution rhythms
Manage team capacity and headcount to balance competing priorities
Ensure customer-facing tickets meet a one-business-day SLA using real-time monitoring
Maintain predictable delivery commitments and consistently meet them
Monitor and report delivery performance using metrics and operational reviews
Lead performance management: goal setting, coaching, and improvement plans
Drive a culture of accountability, ownership, and measurable results
Manage subcontracted service partners (performance tracking and quality standards)
Act as primary escalation point for customer delivery issues and lead resolution
Lead continuous improvement (process analysis, time studies) and remove operational friction to improve throughput and quality
Collaborate cross-functionally with Sales, Product, and Customer Success teams
Support organizational change and team-level adoption

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
Ability to introduce structure, process, and accountability in evolving environments
Strong capacity planning, prioritization, and outcome-based delivery skills
Experience with performance management (coaching and corrective action)
Skills designing/managing complex workflows across multiple priorities
Experience managing outsourced service partners/BPO relationships
Process improvement experience using Lean, Six Sigma, ITIL, or similar
Billing/payment workflow familiarity (exception handling preferred)
Bachelor’s degree preferred (or equivalent experience)

Nice to Have

Lean Six Sigma Green Belt, PMP, or ITIL Foundation certifications

About RemoteHunter

RemoteHunter’s client is a software company focused on energy management and sustainability. The organization helps customers gain actionable insights to improve energy efficiency and reduce environmental impact through scalable tools. It is positioned for growth and expanding delivery impact in this space.