Service Delivery Manager

This is a fully remote position, open to applicants in Pennsylvania, +4 more states.

📋 Description

• Oversee client interactions throughout the entire service delivery process

• Cultivate relationships with clients ranging from everyday users to senior decision-makers and executive stakeholders

• Ensure exceptional service delivery and operational excellence

• Track, evaluate, and report on service delivery performance metrics

• Promote ongoing improvement and client satisfaction

• Coordinate the resolution of client questions and service challenges

• Assist with delivery-related projects

• Comprehend client business goals, operational priorities, and product needs

• Recognize opportunities to enhance service, boost product adoption, minimize client downtime, and improve the client experience

• Collaborate with Sales, Product, and Support teams to showcase value and pinpoint growth opportunities

• Stay updated on industry trends, financial markets, and product advancements

• Gather and champion client feedback

• Serve as a trusted advisor to encourage long-term partnerships, retention, and success

⛳️ Requirements

• Familiarity with financial services, capital markets, or related financial technology sectors

• At least 2 years of experience in Service Delivery, Client Success, Account Management, Project Management, or a similar client-facing role in financial services, fintech, or technology

• Customer-centric mindset focused on delivering exceptional client outcomes

• Strong relationship management abilities with stakeholders at all levels, including senior decision-makers

• Self-driven and proactive, with a willingness to seek solutions and broaden knowledge

• Comfortable operating in a fast-paced, dynamic, and sometimes ambiguous environment

• Excellent analytical and problem-solving skills

• Capability to identify issues, manage risks, and drive resolutions

• Outstanding written, verbal, and presentation communication abilities

• Strong organizational skills for managing multiple workstreams, stakeholders, priorities, and deliverables

• Proficiency in Microsoft Office and standard business productivity tools

• Excellent documentation, reporting, and service governance skills

• PMP, PRINCE2, Agile, or an equivalent project management certification is highly desirable

• Significant hands-on experience leading client-facing projects, service delivery initiatives, or operational improvement programs may be considered as a substitute for certification

🏝️ Benefits

• Medical coverage

• Dental coverage

• Life insurance

• Paid holidays

• Paid vacations

• 401K plan with company match

• Competitive benefit package

• Competitive salary

• Opportunities to relocate to different locations if personal circumstances change