Service Delivery Manager – Government

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

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

• Deliver stabilization services and ongoing support for production.

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

• Establish and nurture effective relationships both internally and externally, including with third-party partners.

• Balance client advocacy with organizational objectives to ensure value delivery.

• Take responsibility for customer satisfaction among assigned clients.

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

• Develop a comprehensive understanding of product offerings and ensure alignment with customer needs.

• Utilize best practices to steer service delivery outcomes.

• Coordinate the testing, validation, and assessment of new applications and features to identify service and software issues.

• Apply corporate objectives and methodologies when addressing problems.

• Integrate operational requirements, standards, and best practices into plans.

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

• Work during West Coast hours.

• Travel as necessary (10–20%).

⛳️ Requirements

• A Bachelor’s Degree in a relevant field is required.

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

• Ability to engage professionally with executives, managers, subject matter experts, and diverse teams.

• Proficiency in facilitating consensus within groups.

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

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

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

• Ability to work independently in a fast-paced, high-pressure environment.

• Experience managing technical policies associated with the software development lifecycle.

• Clear and concise communication skills for complex information.

• Exceptional written and verbal communication abilities.

• Ability to work in a hybrid setting (preferred).

🏝️ Benefits

• Flex My Way supportive workplace policies.

• Flexible work arrangements, including the option 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.

• Tuition reimbursement program.

• Employee incentive initiatives.

• Resources for mental, physical, and financial wellbeing.

• Two paid volunteer days off each year.

• Opportunities for pro-bono consulting projects.

• Engagement in ESG initiatives.

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

• Competitive 401(k) plan with company matching.

• Generous vacation, sick, and safe paid time off.

• Paid holidays, including two company mental health days off.

• Parental leave policy.

• Sabbatical leave option.

• Optional hospital, accident, and sickness insurance.

• Optional life and AD&D insurance plans.

• Flexible Spending and Health Savings Accounts.

• Fitness reimbursement benefits.

• Employee Assistance Program.

• Group Legal Identity Theft Protection benefit.

• Access to a 529 Plan.

• Commuter benefits available.

• Adoption & Surrogacy Assistance programs.

• Employee Stock Purchase Plan options.

• Potential eligibility for an Annual Bonus based on both enterprise and individual performance.