Service Delivery Manager: Support Services
New
Hybrid Work Policy with remote optionsFull-TimeManager
Salary85,000 - 120,000 USD per year
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Job Details
- Experience
- 5+ years in professional services or technical service delivery; 3+ years leading people in a service delivery context
- Required Skills
- Project ManagementSalesforceQuality AssuranceAsana
Requirements
- 5+ years in professional services or technical service delivery
- 3+ years leading people in a service delivery context (W-2 and contractors)
- Working knowledge of Salesforce, NPSP, Nonprofit Cloud, and Experience Cloud
- Demonstrated experience operating SLAs, escalation paths, and structured QA
- Experience with capacity planning, utilization analysis, and project margin reporting
- Ability to read a P&L for a service line
- Excellent written and verbal communication skills
- Ability to mitigate conflict and problem-solve in real time
Responsibilities
- Oversee service delivery across the Managed Services portfolio
- Own the day-to-day delivery rhythm for all managed service engagements
- Partner with Client Success to translate renewal goals and account plans into operational adjustments
- Run weekly portfolio reviews covering hours burn, SLA performance, and consultant load
- Manage consultant assignment and capacity based on skill match and team cohesion
- Define and uphold service quality standards and operate a structured QA program
- Serve as the business owner for internal Salesforce org, Asana, and Lever workflows
- Manage team performance, professional development, and hiring as a manager
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