EnergyElephant

Service Delivery Manager

EnergyElephant

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $92,000 - $100,000 per year

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service deliveryoperations managementcapacity planningperformance managementprocess improvementLeanSix SigmaITILworkflow designBPO management
Soft Skills
leadershipcoachingaccountabilityprioritizationcommunicationproblem-solvingcross-functional collaborationgoal settingfeedbackorganizational change