Service Delivery Manager

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:

1. Time - we automate setpoint adjustments and demand response protocols. Our Pi (Parity Insights) dashboard provides early alerting services when things go down.
   
2. Money - Parity contractually guarantees the savings that we expect to deliver to our multifamily customers. We also provide quarterly and annual energy savings reports.
   
3. 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 North American client portfolio (U.S. and Canada). As the primary point of contact post-sale youll be responsible for ensuring customers receive timely support clear communication and consistent value from Paritys service. This includes leading regular check-ins 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 Service Delivery and Customer Success framework. This role is ideal for a self-starter who excels at follow-through 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 post-savings start relationship for a portfolio of North American based clients (U.S. and Canada) from onboarding to renewal
• Owns the regular cadence of client communication to review energy performance align on KPIs and deliver product/service updates
• Draft clear client-ready written communications including performance summaries issue explanations and follow-ups
• 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 (Technical Support Engineering Product Measurement & Verification)
• Ensure documentation (savings reports year-end reconciliations support records) is delivered accurately and on time
• Assist the Measurement & Verification and Service 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 follow-through and root cause documentation
• Collaborate with external service providers (HVAC contractors MEPs energy consultants) to support on-site work and maintain system continuity
• Support time-sensitive service needs in coordination with internal Support & Service coverage
• Partner with internal stakeholders to operationalize contract updates or amendments including scope changes revised reporting assumptions or adjusted service timelines as needed

QUALIFICATIONS

• 6 years of client-facing 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 multi-residential 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 written and verbal communication skills with experience drafting polished client-facing communications on technical or sensitive topics
• Strong problem-solving skills and ability to coordinate across internal/external stakeholders to drive resolution
• Strong judgment and prioritization skills; able to assess urgency risk and impact in dynamic environments
• Experience supporting or coordinating fieldwork system implementations or mechanical service work
• Prior experience in SaaS or tech-enabled services preferred
• Bachelors degree in Engineering Building Systems Sustainability or a related field is an asset

WHY JOIN US

Join our organization in a key role during a period of tremendous growth and directly contribute to its future success. Contribute to a world-changing product that is working to make the world a better place through reduced CO2 emissions in multifamily buildings. Have the autonomy to learn and grow in a fast-moving start-up environment.

OTHER GREAT STUFF:

• Benefits: Parity offers a comprehensive health benefits package - health is wealth!
• Flexible work environment: This role will be a hybrid position where youll be expected to work from our Midtown Manhattan or Downtown Toronto office at least two days a week and attend in-person meetings events and other obligations as necessary
• Purpose and Impact: We hire top talent that cares about the social impact and vision to help make urban living sustainable. It makes a difference to work alongside a group of individuals who are all dedicated and passionate about creating positive change.
• Training and development: Each employee has a $1000 training allowance that can be used however they like as long as it supports their role or growth within the company.
• Employee Options: Every single employee in the company has the opportunity to participate in our equity incentive plan.

Equal Opportunity Employment: Parity is an equal opportunity employer that is committed to diversity inclusion and belonging. We are happy to consider all qualified applicants for employment regardless of race color religion sex sexual orientation gender identity national origin age disability protected veteran status Aboriginal/Native American status or any other legally protected factors. If you require accommodation during the recruitment process including alternate formats of materials accessible meeting rooms or other accommodations please let us know and we will work with you to meet your needs.

Parity welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.