Service Delivery Manager
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Job Description
Service Delivery Manager overseeing web data extraction and scraping services at Zyte. Managing enterprise client portfolios, SLAs, KPIs, escalations, and cross-functional delivery operations.
Responsibilities:
- Coordinate with development teams to ensure timely, accurate data delivery in line with SLAs and contractual commitments
- Monitor pipelines, feed performance, costs, and delivery schedules, identifying risks or quality issues early and driving them to resolution
- Manage the full lifecycle of change requests, from scoping through delivery and billing, with AM and Sales teams
- Oversee project margin and profitability and address operational inefficiencies with engineering
- Serve as the single point of contact for 10–15 enterprise accounts and ad hoc smaller accounts
- Build trusted client relationships through proactive communication and transparent reporting
- Act as the primary escalation point for service issues and ensure timely resolution
- Ensure client expectations are defined and met across the service lifecycle
- Collaborate with engineering, QA, product, infrastructure, and AM/Sales teams
- Drive anti-ban, infrastructure, and SLA-credit issues through resolution
- Define, track, and report KPIs covering data quality, delivery performance, uptime, and feed health
- Translate technical performance data into clear language for clients and stakeholders
- Maintain status tracking across active engagements and provide leadership visibility into risks and trends
- Monitor project margin and commercial performance and contribute to cost-management decisions
Requirements:
- 5+ years of experience in service delivery, account operations, or a similar client-facing operational role
- Strong stakeholder management and communication skills, translating technical concepts into clear business language
- Experience managing enterprise accounts or similarly complex client portfolios
- Proven experience managing SLAs, KPIs, and operational reporting in a client-facing role
- Commercial awareness and experience managing project efficiency and margin
- Proficiency in analysing and articulating service metrics, including uptime, MTTR, and data pipeline integrity
- Experience with CRM tools such as Salesforce and operational reporting platforms
- Ability to identify data delivery risks and drive issues through resolution
- Ability to map statements of work to project delivery and successful data outcomes
- Problem-solving mindset with experience in escalation handling and cross-functional coordination
- Familiarity with web scraping, data pipelines, or data services is a strong advantage
Benefits:
- Compensation: 55,000-62,000 EUR/year
- Team Environment: Become part of a self-motivated, progressive, multi-cultural team
- Remote Flexibility: Have the freedom & flexibility to work remotely
- Cutting Edge: Get the chance to work with cutting-edge open source technologies and tools
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