Service Delivery Manager
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Job Description
Service Delivery Manager at EnergyCAP focusing on transforming service delivery operations. Leading a team and driving improvements in a SaaS environment.
Responsibilities:
- Define, document, and continuously refine service delivery workflows, including standard units of work and operating procedures
- Plan and actively manage team capacity and headcount to balance demand across complex, competing priorities
- Own and enforce the one (1) business day SLA for all customer-facing tickets, including real-time queue monitoring and corrective action
- Ensure delivery commitments are predictable and consistently met through disciplined prioritization and execution
- Monitor and report on delivery performance using metrics, dashboards, and operational reviews
- Lead performance management, including goal setting, coaching, feedback, and formal improvement plans
- Create and reinforce a culture of accountability, ownership, and measurable results
- Manage subcontracted service partners, including coordination, performance tracking, and accountability to quality and turnaround standards
- Serve as a primary escalation point for customer delivery issues, leading resolution with clarity and cross-functional alignment
- Drive continuous improvement initiatives, including process analysis and time/motion studies
- Identify and eliminate operational friction to improve throughput, quality, and team sustainability
- Design and implement foundational processes and operating rhythms that enable scalable growth
- Partner cross-functionally with Sales, Product, and Customer Success to align priorities and expectations
- Translate strategy into execution by supporting organizational change and adoption at the team level
Requirements:
- 3–4+ years of experience leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred)
- Experience managing recurring, contracted service delivery work tied to assigned customers (beyond ticket-based support)
- Proven success introducing structure, process, and accountability in evolving or previously informal environments
- Strong operational leadership skills, including capacity planning, prioritization, and delivery against defined outcomes
- Demonstrated ownership of performance management, including coaching, corrective action, and improvement plans
- Experience designing and managing complex, end-to-end workflows across multiple work types and priorities
- Experience managing outsourced service partners or BPO relationships, including shared accountability models
- Process improvement expertise using Lean, Six Sigma, ITIL, or similar methodologies
- Familiarity with billing and payment-related workflows, including exception handling and escalations (preferred)
Benefits:
- 100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family
- Company-paid Life & LTD Insurance for peace of mind
- Adoption Grants and paid leave to support your growing family
- Wellness program offerings designed to strengthen your physical and mental health and overall well-being
- 401(k) with a 3% company match
- Monthly Connectivity Stipend so you can work seamlessly from anywhere
- Emergenetics Development Program to help you understand and leverage your strengths
- Tuition Assistance to fuel your continued learning and career growth
- Flexible Time Off so you can recharge and enjoy life outside of work
- A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices
- Charitable contributions & matched giving to amplify your impact
- Paid community service hours—because giving back matters
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