Service Delivery Manager

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

📋 Description

• Collaborate with development teams to guarantee the timely and accurate delivery of data in accordance with SLAs and contractual obligations.

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

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

• Supervise project margins and profitability, working alongside engineering to address operational inefficiencies and maintain visibility over expenditures.

• Act as the primary contact for a portfolio of 10–15 enterprise accounts, along with managing smaller accounts as needed.

• Cultivate trusted relationships with clients through proactive communication, transparent reporting, and a thorough understanding of clients’ goals and evolving needs.

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

• Collaborate with engineering, QA, product, infrastructure, and AM/Sales teams to align client priorities, timelines, and renewal requirements.

• Address Zyte-side issues, including anti-ban measures, infrastructure concerns, and SLA credits, until resolved.

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

• Convert technical performance data into accessible language for clients and stakeholders.

• Keep track of the status across active engagements, providing leadership with insights into risks and trends.

• Monitor project margins and commercial performance, flagging efficiency risks and contributing to cost-management strategies.

⛳️ Requirements

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

• Strong skills in stakeholder management and communication, translating technical concepts into clear business language.

• Experience managing enterprise accounts or similarly intricate client portfolios.

• Proven background in overseeing SLAs, KPIs, and operational reporting in a client-facing capacity.

• Commercial acumen and experience in managing project efficiency and margins.

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

• Familiarity with CRM tools such as Salesforce and operational reporting platforms.

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

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

• A problem-solving approach with skills in escalation management and cross-functional coordination.

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

🏝️ Benefits

• Team Environment: Join a self-motivated, innovative, and multicultural team.

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

• Cutting Edge: Gain the opportunity to work with advanced open-source technologies and tools.