Service Delivery Manager
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Job Description
Service Delivery Manager overseeing web data extraction and scraping services for Zyte’s enterprise clients. Coordinating delivery, SLAs, KPIs, escalations, profitability, and cross-functional technical 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, in collaboration with AM and Sales teams.
- Oversee project margin and profitability, partnering with engineering to address operational inefficiencies and maintain expenditure visibility.
- Serve as the single point of contact for a portfolio of 10–15 enterprise accounts, plus ad hoc management of smaller accounts.
- Build trusted client relationships through proactive communication, transparent reporting, and understanding clients’ objectives and evolving needs.
- Act as the primary escalation point for service issues and ensure timely resolution.
- Work with engineering, QA, product, infrastructure, and AM/Sales teams to align client priorities, timelines, and renewal inputs.
- Drive Zyte-side issues, including anti-ban, infrastructure, and SLA credits, 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, highlighting efficiency risks and contributing 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 escalation handling and cross-functional coordination.
- Familiarity with web scraping, data pipelines, or data services is a strong advantage.
Benefits:
- 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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