We are looking for a strategic and process-driven Service Delivery Manager with a technical mindset to lead the post-sales service lifecycle.
This is a high-impact role where you will act as the bridge between our complex SaaS product and client success.
A core part of your mission will be overseeing the Onboarding lifecycle and establishing a Services QA framework. You will work in lockstep with Customer Success Managers (CSMs) to ensure that every implementation is technically sound, high-quality, and delivered with a consultant-level mindset.
Key Responsibilities
- CSM & Client Partnership: Collaborate closely with Customer Success Managers to align client expectations with technical delivery. You will lead the governance
- Onboarding Excellence: overhaul the onboarding framework to ensure a smooth transition for new clients, reducing "time-to-value" and ensuring the product is configured correctly from day one.
- Services QA Implementation: Define and supervise quality standards for the services team. You will ensure that all deliverables—reports, configurations, and brand audits—meet the highest quality benchmarks before reaching the client.
- Service Guardrails & Commercial Alignment: Establish and govern clear service boundaries by partnering with Sales to ensure all contracts are technically deliverable and profitable, while proactively managing Product and IT dependencies to guarantee seamless, scalable execution.
- Team Coaching & Mentoring: Transform a task-oriented operations team into a client-facing service unit. You will train them to understand the end-to-end service journey and handle complex client interactions with confidence.
- Lean Process Optimization: Apply Lean methodologies to identify bottlenecks in the delivery flow, ensuring the team operates efficiently while maintaining technical excellence.
- Product Mastery: Deep-dive into the technical complexities of our SaaS platform to solve "end-to-end" challenges and translate product logic into daily operational success.