Sr. Service Delivery Manager
Sr. Service Delivery Manager
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$ 130000 - 180000
1 Vacancy
Job Description
Company Summary:
We are seeking a highly motivated experienced and customer-focused Sr. Service Delivery Manager (SDM) to join our growing Somos Software Solutions this role you will lead and manage service delivery for our external clients ensuring smooth onboarding consistent communication and operational excellence across our technology services.
You will act as the key liaison between clients product teams and internal stakeholders championing a high standard of delivery while ensuring all ITIL-based service processes (incident change release request and problem management) are executed effectively. You will also play a hands-on role in coordinating service activities reporting on key metrics and continuously improving the delivery experience with a focus on customer satisfaction.
This is a stakeholder-facing role requiring strong communication relationship-building and technical coordination capabilities. The ideal candidate combines client empathy structured process ownership and strong leadership instincts.
Key Responsibilities
Client Delivery & Relationship Management
- Serve as the primary point of contact for clients throughout onboarding and ongoing service delivery.
- Build and maintain strong relationships with client stakeholders through transparency regular check-ins and timely updates.
- Represent service delivery status to external clients and internal executives lead service review meetings and client satisfaction conversations.
Service Management
- Oversee end-to-end delivery of technical services to ensure SLAs KPIs and service quality expectations are met or exceeded.
- Partner with DevOps and engineering teams to support releases vulnerability resolution and infrastructure readiness for client environments.
- Conduct customer readiness assessments and coordinate integration support across technical teams
Governance & Reporting
- Monitor service performance trends and initiate improvement plans where needed.
- Track and report on onboarding status delivery timelines risk factors and client feedback.
- Own the quality and consistency of deliverytracking monthly metrics for incidents changes releases service requests and client satisfaction.
- Participate in Client QBRs (Quarterly Business Reviews) and provide input into roadmap planning based on delivery insights.
Continuous Improvement
- Establish and continuously improve service delivery frameworks workflows and documentation standards
- Analyze delivery data and client feedback to propose and implement improvements in service processes or client experience.
- Document lessons learned from onboarding or incident cycles to improve internal playbooks and team readiness.
- Engage with leadership to align delivery practices with broader organizational goals and client expectations
What You Bring
- Customer-Centric Mindset: You are passionate about delivering a seamless customer experience and excel at building long-term relationships based on trust and performance.
- Project Management Expertise:You bring a structured methodical approach to managing complex projectsdelivering on time within scope and aligned to business goals.
- Ownership Mentality:You proactively identify issues propose solutions and take initiative without needing constant oversight.
- Analytical Thinking:Youre comfortable analyzing data to surface insights track trends and support informed decision-making.
- Adaptability:You thrive in a fast-paced evolving environment and can adjust quickly to shifting priorities or customer needs.
- Excellent Communication Skills:You can translate complex technical topics into clear actionable updates for non-technical stakeholders.
- Collaboration:You enjoy working cross-functionally with Product Engineering Customer Success and external client teams to drive outcomes together.
Required Qualifications
- 10 years of overall experience in the IT industry with a minimum of 5 years in a Service Delivery Manager or equivalent role
- Bachelors degree in Computer Science Information Systems or a related technical field
- Strong familiarity with ITIL service management processes (Incident Change Problem Release Request).
- Direct experience managing customer-facing onboarding technical support coordination and delivery operations.
- Strong communication and relationship-building skills to able to translate between business and technical audiences which involves effectively conveying and receiving information fostering positive interactions and building strong relationships.
- Demonstrated ability to manage escalations set priorities and work across distributed technical teams.
- Proficient with tools such as Jira Confluence Zendesk/ServiceNow and cloud-based monitoring/reporting tools like Datadog Amazon CloudWatch etc.
Preferred Qualifications
- Masters degree in a relevant technical or management field
- Foundational understanding of cloud technologies (e.g. AWS Azure GCP)
- ITIL Foundation certification; ITIL Intermediate or Practitioner level a plus.
- Experience with cloud-native platforms (e.g. AWS Azure) and CI/CD practices.
- Familiarity with security compliance and vulnerability management processes.
- Solid understanding of Telecom architecture protocols like SIP or STIR/SHAKEN etc.
- Ability to communicate effectively with both technical engineers and business stakeholders.
- Strong documentation and reporting capabilities including building executive presentations.
Salary and Benefits
Somos leads the market in compensation and benefits to attract and retain top talent while providing for our team members current and future needs!
- Salary Range: $130000 - $180000
- Generous bonus potential with achievable outcome-based goals
- 100% Company Paid Medical Dental and Vision insurance for you and your family!
- 401(k) Savings Plan with Employer Contribution
- 100% Company Paid Short- and Long-Term Disability
- 100% Company Paid Life Insurance
- Flexible Time Off
- Plus a Variety of Voluntary Benefits
Somos does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or any other legally protected status.
This job description is not designed to cover or contain a comprehensive list of activities duties or responsibilities that are required of this position. Aspects of this job description may change at any time with or without notice.
This job description is not intended as and does not create an employment contract. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Employees must be able to perform the essential functions of the position satisfactorily and if requested reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.
Required Experience:
Manager
Employment Type
Full-Time
