Service Delivery Manager

1. About Our Client:

The organization operates in the software industry, focusing on energy management and sustainability. It addresses the challenge of enabling organizations to gain actionable insights that drive energy efficiency and reduce environmental impact. By providing tools that support smarter energy use, the company helps clients improve operational efficiency and promote sustainability on a scalable level. The organization is positioned for growth and impact within this space.

2. About the Opportunity:

The Service Delivery Manager plays a critical role in establishing predictable, accountable, and scalable service delivery operations. This position provides structure and clarity in a complex environment by defining workflows, aligning efforts to measurable outcomes, and ensuring consistent delivery of customer and business expectations. Leading a team of specialists, the manager introduces operational discipline and accountability, directly improving efficiency, reducing delivery risk, and supporting scalable growth without compromising quality.

3. 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

• Monitor and report delivery performance through metrics and operational reviews

• Lead performance management with goal setting, coaching, and improvement plans

• Foster a culture of accountability, ownership, and measurable results

• Manage subcontracted service partners with performance tracking and quality standards

• Serve as primary escalation point for customer delivery issues and lead resolution

• Drive continuous improvement initiatives including process analysis and time studies

• Identify and remove operational friction to enhance throughput and quality

• Design processes and rhythms to enable scalable growth

• Collaborate cross-functionally with Sales, Product, and Customer Success teams

• Support organizational change and adoption at the team level

4. Requirements:

• 3–4+ years leading service delivery or operations teams in complex, high-volume settings (SaaS preferred)

• Experience managing recurring, contracted service delivery for assigned customers

• Proven ability to introduce structure, process, and accountability in evolving environments

• Strong skills in capacity planning, prioritization, and delivery against outcomes

• Experience in performance management including coaching and corrective action

• Skilled in designing and managing complex workflows across multiple priorities

• Experience managing outsourced service partners or BPO relationships

• Process improvement knowledge using Lean, Six Sigma, ITIL, or similar methodologies

• Familiarity with billing and payment workflows, including exception handling (preferred)

• Bachelor’s degree preferred or equivalent experience

• Certifications such as Lean Six Sigma Green Belt, PMP, or ITIL Foundation are a plus

Key capabilities:

• Establish clear expectations and operating norms in unstructured environments

• Drive results through clarity, follow-through, and accountability

• Translate ambiguity into executable plans

• Maintain composure and decisiveness in high-demand situations

• Quickly learn complex products and business models to improve outcomes

5. Pay Range and Compensation Package:

• $92,000 - $100,000 annual base salary with a 5% target bonus

• Pay is commensurate with experience, knowledge, skills, and abilities

6. Benefits & Perks:

• 100% company-paid Health, Dental, and Vision coverage for employees, with competitive cost-sharing for family

• Company-paid Life and Long-Term Disability insurance

• Adoption grants and paid leave to support growing families

• Wellness programs for physical and mental health

• 401(k) plan with a 3% company match

• Monthly connectivity stipend for remote work

• Development programs including Emergenetics and tuition assistance

• Flexible time off to support work-life balance

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.