Service Delivery Manager
Service Delivery Manager
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Job Description
SERVICE DELIVERY MANAGER
Location: New York City New York
ABOUT PARITY:
Buildings in our beautiful cities where we live and work are producing 40 of the CO2 going into our atmosphere and contributing to climate change. We need to HEAT VENTILATE and AIR CONDITION our buildings 24/7. Most of the energy consumed in a building is for our comfort but 50 of it is wasted! This is because buildings have little to no technology to control this.
Parity is a Remote HVAC Optimization as a Service company. We remotely control and optimize HVAC systems 24/7/365 to deliver automatic energy savings and revenue to multifamily residential buildings and hotels. Using advanced algorithms Parity can predict the amount of energy needed ahead of time to operate a building to meet its occupants demands and adapt the buildings systems and machinery in real time. We save our customers:
- Time we automate setpoint adjustments and demand response protocols. Our Pi (Parity Insights) dashboard provides early alerting services when things go down.
- Money Parity contractually guarantees the savings that we expect to deliver to our multifamily customers. We also provide quarterly and annual energy savings reports.
- CO2 Emissions we reduce a buildings emissions by optimizing its HVAC systems and reducing energy waste.
THE ROLE
Were looking for a Service Delivery Manager to manage and grow strong relationships with our USbased clients. As the primary point of contact postsale youll be responsible for ensuring customers receive timely support clear communication and consistent value from Paritys service. This includes leading regular checkins responding to inquiries resolving issues and coordinating with internal teams to address building performance concerns.
Youll also help refine internal processes identify service gaps or opportunities and contribute to the evolution of our support framework. This role is ideal for a selfstarter who excels at followthrough values attention to detail and is eager to help scale service delivery operations as the business grows.
RESPONSIBILITIES
Client Success & Relationship Management
- Own the full postsale relationship for a portfolio of USbased clients from onboarding to renewal
- Owns the regular cadence of client communication to review energy performance align on KPIs and deliver product/service updates
- Act as a trusted advisor and advocate for clients building relationships with property managers board members and operations teams
- Identify and execute on opportunities for client expansion referrals or testimonials
Service Delivery Oversight
- Lead onboarding sessions and platform walkthroughs with client stakeholders
- Triage and coordinate resolution of service issues alerts and operational challenges with internal teams (Engineering Product Reporting)
- Ensure documentation (savings reports yearend reconciliations support records) is delivered accurately and on time
- Assist the reporting and support team with building performance proactively flag underperformance or known issues impeding Paritys service delivery
Process & Operational Support
- Partner with internal stakeholders (Sales Ops Product) to align customer needs with internal priorities
- Contribute to the refinement of internal playbooks SOPs reporting standards and client engagement strategies
- Track customer issues and requests in internal systems ensuring visibility followthrough and root cause documentation
- Collaborate with external service providers (HVAC contractors MEPs energy consultants) to support onsite work and maintain system continuity
QUALIFICATIONS
- 6 years of clientfacing experience in service delivery customer success technical account management
- Experience with HVAC systems building automation (BAS) MEP engineering or energy management
- Strong working knowledge of multiresidential or commercial building systems; familiarity with NYC buildings is a plus
- Proven ability to manage a book of business balance competing priorities and maintain high customer satisfaction
- Excellent communication and interpersonal skills able to explain technical topics in a clear confident and professional manner
- Strong problemsolving skills and ability to coordinate across internal/external stakeholders to drive resolution
- Experience supporting or coordinating fieldwork system implementations or mechanical service work
- Prior experience in SaaS or techenabled services preferred
- Bachelors degree in Engineering Building Systems Sustainability or a related field is an asset
Required Experience:
Manager
Employment Type
Full-Time
