Senior Service Delivery Manager

October 30

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Granicus

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Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

📋 Description

• Lead cross-functional service delivery teams across operations, engineering, support, and security. • Drive a culture of accountability, transparency, and continuous improvement. • Act as a senior escalation point for service-impacting issues and ensure timely resolution and communication. • Collaborate with senior leadership to align service delivery strategies with business goals and customer expectations. • Serve as a primary point of contact for enterprise customers during major incidents, planned maintenance, and service changes. • Deliver clear, timely, and professional communications to customers regarding service status, incident updates, and release schedules. • Own and manage customer SLAs, ensuring service performance meets contractual obligations. • Monitor SLA metrics and proactively address risks to SLA compliance. • Own the incident management lifecycle, including triage, escalation, resolution, and post-incident reviews. • Own and maintain process and compliance documentation for FedRAMP, ISO 27001, and SOC 2 Type I, ensuring audit readiness and alignment with regulatory requirements.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field; Master’s preferred. • 7+ years of experience in IT service delivery or cloud operations within an enterprise SaaS environment. • Proven leadership experience managing cross-functional teams and driving service excellence. • Strong knowledge of ITIL practices; ITIL v4 certification preferred. • Experience with compliance frameworks including FedRAMP, ISO 27001, SOC 2 Type I. • Hands-on experience with Jira, Confluence, PagerDuty, Microsoft Teams, and Pingdom. • Strong experience in customer-facing communication and SLA management, especially in high-pressure or service-impacting scenarios. • Excellent communication, stakeholder management, and problem-solving skills.

🏖️ Benefits

• Flexible Time Off – Take the time you need to rest, recharge, and live your life. • Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. • Work From Home Reimbursement – Support a productive home office environment. • Multiple Health Plan Options – Including a 100% employer-paid plan. • Employer HSA Contributions – When enrolled in a High-Deductible Health Plan. • Fitness Reimbursement Program – Stay active, your way. • On-Demand Mental Health Support – Access to Headspace and other wellness tools. • Paid Parental Leave – For both birthing and non-birthing parents. • Traditional & Roth 401(k) – With a generous company match. • Life & AD&D Insurance – 100% employer-paid coverage for peace of mind. • Online Learning Platforms – Fuel your professional development. • Competitive Salary & Bonuses – Your contributions are valued and rewarded.