Salesforce Service Delivery Manager – Support Services

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Manage service delivery throughout the Managed Services portfolio.

• Oversee the daily delivery rhythm for all managed service engagements.

• Collaborate with Client Success to convert renewal objectives, account strategies, and CSAT feedback into operational improvements.

• Conduct a weekly portfolio review that includes hours burned, SLA performance, risk signals, and consultant workloads; escalate any issues proactively to the Director of Service Delivery.

• Act as the executive point of escalation for unresolved client issues within the support portfolio.

• Supervise consultant assignments and capacity management.

• Assess and allocate consultants to engagements based on skill alignment, team dynamics, client context, and capacity.

• Maintain a proactive capacity model across roles and identify potential gaps in advance.

• Ensure optimal utilization across teams while safeguarding manageable workloads and time for learning.

• Navigate resource limitations through reallocation, queue management, cross-training, and selective contractor expansion.

• Guarantee quality assurance and excellence in service delivery.

• Establish and uphold service quality standards across the portfolio, encompassing documentation standards, change management, peer reviews, and acceptance criteria.

• Implement a structured QA program: perform spot checks on configuration tasks, conduct periodic instance audits, and execute post-engagement reviews for every renewal.

• Convert CSAT and qualitative feedback into tangible coaching, training, or process modifications within 30 days of receiving feedback.

• Maintain the Service Delivery playbook and runbook library to provide every consultant with a reliable default for routine tasks.

• Direct delivery systems and tools.

• Serve as the business owner for the internal Salesforce organization, Asana service request boards, Story Navigator, and Lever concerning Managed Services workflows.

• Collaborate with Operations and the internal administration team to enhance reporting on capacity, billable hours, forecasts, project margins, and CSAT.

• Identify automation and AI opportunities in delivery operations, including applying Idealist Guide capabilities to internal workflows.

• Ensure delivery systems meet the same standards we expect from client systems: accurate data, up-to-date documentation, and a dependable audit trail.

• Foster people and culture within the managed service delivery team.

• Reflect Idealist Consulting’s values-aligned management philosophy.

• Identify staffing needs and collaborate with HR on talent acquisition, contract negotiations, and onboarding as the Hiring Manager.

• Utilize standardized reviews and quarterly discussions to cultivate healthy working relationships, recognize employee strengths and weaknesses, and support their growth and development within the organization.

• Promote professional development and recommend employee promotions.

• Address performance concerns and develop realignment plans as necessary.

• Work with HR to ensure compliance with company, state, and local policies as required.

• Collaborate across the company to achieve outcomes.

• Partner with Sales and Client Success to ensure new Managed Services agreements reflect operational realities as needed.

• Inform pricing, packaging, and SLA design using real-world data from delivery.

• Represent Managed Services on the Service Delivery leadership team and contribute to annual planning, hiring, and budget discussions.

• Help shape the next generation of service offerings, with an emphasis on AI-enabled support and growth in the humanitarian sector.

⛳️ Requirements

• At least five years of experience in professional services or technical service delivery, including direct management of a managed services, support, or post-implementation portfolio.

• A minimum of three years leading teams in a service delivery environment, including W-2 employees and contracted consultants.

• Proficient knowledge of Salesforce as a platform, including the nonprofit ecosystem (NPSP, Nonprofit Cloud, Experience Cloud) and common third-party tools.

• Proven experience managing SLAs, escalation processes, and structured QA in a billable services environment.

• Comfortable with capacity planning, utilization analysis, and project margin reporting; capable of interpreting a P&L for a service line.

• Exceptional written and verbal communication skills, including the ability to craft a calm, accurate update to a frustrated client at 4:55 PM on a Friday.

• Ability to resolve conflicts in real-time, prioritize competing demands, and creatively problem-solve within an established framework.

🏝️ Benefits

• Fair total compensation with a base salary that reflects experience.

• Defined growth targets at 90 days, one year, and beyond.

• Humane workweeks with no overtime and a Hybrid Work Policy that allows for remote options and flexible schedules.

• Tiered healthcare coverage options with HSA/FSA contribution matching.

• Generous Paid Time Off and Family Leave policies.

• Paid Volunteer Time to promote civic engagement and community involvement.

• 401k employer matching and short-term leave available based on tenure.

• Annual learning stipend and allocated time during work hours to utilize it.