Salesforce Service Delivery Manager – Support Services
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Job Description
Service Delivery Manager leading service delivery for Managed Services portfolio at Idealist Consulting. Collaborating on Salesforce implementation and support for mission-driven organizations.
Responsibilities:
- Oversee service delivery across the Managed Services portfolio.
- Own the day-to-day delivery rhythm for all managed service engagements.
- Partner with Client Success to translate renewal goals, account plans, and CSAT feedback into operational adjustments.
- Run a weekly portfolio review covering hours burn, SLA performance, risk signals, and consultant load; escalate proactively to the Director of Service Delivery.
- Serve as the executive escalation point for unresolved client issues in the support portfolio.
- Manage consultant assignment and capacity.
- Evaluate and assign consultants to engagements based on skill match, team cohesion, client context, and capacity.
- Maintain a forward looking capacity model across roles and flag gaps in advance.
- Ensure on-target utilization across teams while protecting humane workloads and learning time.
- Overcome resource limits through reallocation, queue management, cross-training, and selective contractor expansion.
- Ensure quality assurance and service excellence.
- Define and uphold service quality standards across the portfolio, including documentation standards, change management, peer review, and acceptance criteria.
- Operate a structured QA program: spot checks on configuration work, periodic instance audits, and post-engagement reviews on every renewal.
- Translate CSAT and qualitative feedback into concrete coaching, training, or process changes within 30 days of receipt.
- Maintain the Service Delivery playbook and runbook library so that every consultant has a defensible default for routine work.
- Guide delivery systems and tooling.
- Serve as the business owner for the internal Salesforce org, Asana service request boards, Story Navigator, and Lever as they relate to Managed Services workflows.
- Partner with Operations and the internal admin team to evolve reporting on capacity, billable hours, forecasts, project margin, and CSAT.
- Identify automation and AI opportunities within delivery operations, including the application of Idealist Guide capabilities to internal workflow.
- Hold delivery systems to the same standard we hold client systems: clean data, current documentation, and a reliable audit trail.
- Develop people and culture across managed service delivery team.
- Embody Idealist Consulting’s values-aligned management philosophy.
- Identify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring Manager.
- Use standardized reviews and quarterly conversations to foster healthy working relationships, identify employee strengths and weaknesses, and support their growth and development within the organization.
- Encourage professional development and make employee promotion recommendations.
- Manage performance concerns and realignment plans as needed.
- Collaborate with HR on compliance of company, state, and local policies as needed.
- Partner across the company on outcomes.
- Collaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as needed.
- Inform pricing, packaging, and SLA design with on-the-ground data from delivery.
- Represent Managed Services in the Service Delivery leadership team and contribute to annual planning, hiring, and budget conversations.
- Help shape the next generation of service offerings, with a particular focus on AI enabled support and humanitarian sector growth.
Requirements:
- Five or more years in professional services or technical service delivery, including direct ownership of a managed services, support, or post-implementation portfolio.
- Three or more years leading people in a service delivery context, including W-2 employees and contracted consultants.
- Working knowledge of Salesforce as a platform, including the nonprofit ecosystem (NPSP, Nonprofit Cloud, Experience Cloud) and common third-party tools.
- Demonstrated experience operating SLAs, escalation paths, and structured QA inside a billable services environment.
- Comfortable with capacity planning, utilization analysis, and project margin reporting; able to read a P and L for a service line.
- Excellent written and verbal communication, including the ability to write a calm, accurate update to a frustrated client at 4:55pm on a Friday.
- Ability to mitigate conflict in real time, adjudicate competing priorities, and creatively problem solve inside an established process.
Benefits:
- Equitable total compensation with base salary commensurate with experience.
- Standardized growth targets at 90 days, 1 year, and beyond.
- Humane, no overtime work weeks and a Hybrid Work Policy with remote options and flexible workday scheduling.
- Tiered healthcare coverage options with HSA/FSA contribution match.
- Generous Paid Time Off and Family Leave policies.
- Paid Volunteer Time to encourage civic engagement and community involvement.
- 401k employer match and short-term leave available with tenure.
- Annual learning stipend and time inside the workday to use it.
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