Service Delivery Manager

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Oversee support and consulting service engagements with designated clients utilizing C-Track solutions in live environments.

• Provide stabilization support and continuous assistance in production.

• Implement, manage, and fulfill service level agreements with assigned clients in collaboration with client stakeholders and internal operational teams.

• Cultivate and sustain effective relationships both internally and externally, including with third-party collaborators.

• Balance client advocacy with organizational objectives to deliver valuable solutions.

• Take ownership of customer satisfaction for designated clients.

• Monitor client satisfaction and respond promptly to additional inquiries or issues.

• Enhance understanding of product offerings and their alignment with customer needs.

• Utilize best practices to influence service delivery outcomes.

• Collaborate with teams to test, validate, and assess applications and functionalities to identify service and software challenges.

• Apply corporate objectives and protocols when addressing issues.

• Integrate operational needs, standards, and best practices into planning.

• Contribute to the enhancement and development of operational requirements and standards.

• Travel as required (10–20%).

⛳️ Requirements

• Bachelor’s Degree in a relevant field is mandatory.

• A minimum of 2 years’ experience in a service delivery management role.

• Capability to interact professionally with executives, managers, subject matter experts, and diverse groups.

• Skill in facilitating consensus among groups.

• Understanding of service delivery management, business process/business operations management, and customer service.

• Proficient problem-solving, troubleshooting, prioritization, time management, risk management, escalation, and analytical skills.

• Ability to collaborate with virtual teams to successfully deliver services.

• Capacity to work independently in a fast-paced setting.

• Ability to perform effectively under pressure in a challenging environment.

• Experience in managing technical policies related to the software development lifecycle.

• Ability to convey complex information clearly and succinctly.

• Excellent written and verbal communication skills.

• Ability to work in a hybrid environment (preferred qualification).

🏝️ Benefits

• Flexible work arrangements, including the ability to work from anywhere for up to 8 weeks each year.

• Flexible vacation policy.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings plan and competitive 401k with company matching.

• Tuition reimbursement opportunities.

• Employee incentive programs.

• Resources promoting mental, physical, and financial wellbeing.

• Two paid volunteer days off annually.

• Opportunities for pro-bono consulting projects and ESG initiatives.

• Comprehensive health, dental, vision, disability, and life insurance programs.

• Competitive paid time off for vacation, sick leave, and safe time.

• Paid holidays, including two designated mental health days.

• Parental leave benefits.

• Sabbatical leave options.

• Optional hospital, accident, and sickness insurance.

• Optional life and AD&D insurance.

• Flexible Spending and Health Savings Accounts available.

• Fitness reimbursement program.

• Employee Assistance Program.

• Group Legal Identity Theft Protection benefit.

• Access to a 529 Plan.

• Commuter benefits.

• Adoption and Surrogacy Assistance available.

• Employee Stock Purchase Plan eligibility.

• Annual Bonus eligibility based on company and individual performance.