Service Delivery Manager

Job Summary

Overseeing the performance and quality of partner engagements, the full-time Service Delivery Manager will ensure that service delivery meets agreed standards and customer outcomes while working in a flexible or remote environment.

Key responsibilities

• Serve as the primary point of contact for assigned partners, monitoring service performance against KPIs and SLAs
• Lead delivery escalations and corrective actions, ensuring timely issue resolution and accountability
• Manage operational governance processes, including performance check-ins and capacity management for assigned partners

Required qualifications

• 5+ years of experience in service delivery management or partner performance management within a global technology or SaaS environment
• Proven ability to manage third-party performance against defined SLAs and KPIs
• Strong project and program management skills with a track record of delivering cross-functional initiatives
• Experience in monitoring and tracking partner resource development in line with service demands
• Knowledge of Customer Success and Professional Services metrics and post-sales operating models