Service Delivery Manager

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

📋 Description

• Collaborate with development teams to ensure timely and accurate delivery of data according to SLAs and contractual obligations.

• Oversee pipelines, monitor feed performance, costs, and delivery timelines, identifying potential risks or quality concerns early and driving them to resolution.

• Manage the entire lifecycle of change requests, from initial scoping to delivery and billing, in collaboration with the Account Management and Sales teams.

• Supervise project margins and profitability while addressing operational inefficiencies in engineering.

• Act as the primary point of contact for 10–15 enterprise accounts as well as smaller ad hoc accounts.

• Foster trusted relationships with clients through proactive communication and transparent reporting.

• Serve as the main escalation point for service-related issues, ensuring prompt resolution.

• Define and meet client expectations throughout the service lifecycle.

• Work closely with engineering, QA, product, infrastructure, and AM/Sales teams.

• Resolve issues related to anti-ban, infrastructure, and SLA credits.

• Establish, monitor, and report on KPIs related to data quality, delivery performance, uptime, and feed health.

• Simplify technical performance data into understandable language for clients and stakeholders.

• Maintain status tracking for all active engagements and provide leadership with visibility into risks and trends.

• Monitor project margins and commercial performance while contributing to cost-management strategies.

⛳️ Requirements

• Minimum of 5 years of experience in service delivery, account operations, or a related client-facing operational role.

• Strong stakeholder management and communication skills, with the ability to translate technical concepts into clear business language.

• Experience in managing enterprise accounts or similarly complex client portfolios.

• Proven track record in managing SLAs, KPIs, and operational reporting in a client-facing capacity.

• Commercial awareness and experience in overseeing project efficiency and margins.

• Proficient in analyzing and articulating service metrics, including uptime, MTTR, and data pipeline integrity.

• Familiarity with CRM tools like Salesforce and operational reporting platforms.

• Capability to identify risks in data delivery and drive issues to resolution.

• Ability to align statements of work with project delivery and successful data outcomes.

• Strong problem-solving skills with experience in escalation management and cross-functional coordination.

• Knowledge of web scraping, data pipelines, or data services is a significant advantage.

🏝️ Benefits

• Compensation: 55,000-62,000 EUR/year.

• Team Environment: Join a self-motivated, progressive, and multi-cultural team.

• Remote Flexibility: Enjoy the freedom and flexibility to work remotely.

• Cutting Edge: Opportunity to work with innovative open-source technologies and tools.