Service Delivery Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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HostPapa

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

HostPapa is a web hosting company that provides a variety of hosting solutions including shared web hosting, WordPress hosting, VPS hosting, and reseller hosting. They also offer additional services such as domain registration, website building tools, business email services, and security features like SSL certificates. HostPapa prides itself on its 24/7 award-winning customer support available globally, ensuring that customers receive assistance in their preferred language and timezone. With a focus on small businesses, HostPapa aims to empower customers to achieve their online goals with reliable and high-performance hosting services.

📋 Description

• Own onboarding of new SaaS partners from initial planning through handover • Manage end-to-end product onboarding, platform migrations, and integrations across multiple concurrent partner engagements • Plan and coordinate delivery activities, resources, priorities, dependencies, and timelines • Monitor delivery backlogs, service-level commitments, risks, incidents, and escalations, and coordinate actions to resolve blockers • Lead partner meetings, delivery reviews, and roadmap discussions • Provide clear and timely updates on progress and open issues • Translate partner requirements and business needs into actions for technical, product, support, and operational stakeholders • Maintain delivery documentation, runbooks, status records, risk registers, and handover procedures • Report on delivery progress, capacity, risk, performance, and time to go-live • Identify opportunities for workflow automation, AI-assisted operations, and process optimization • Drive continuous improvement in delivery quality, efficiency, service-level performance, and partner experience • Support other tasks or projects as assigned

🎯 Requirements

• At least 3 years of experience in IT service delivery, project management, technical consulting, or a similar role • Strong understanding of SaaS platforms, integrations, migrations, and cloud technologies • Familiarity with IT service management, service-level management, and incident and escalation processes • Experience coordinating multiple projects, competing priorities, delivery risks, and dependencies with growing independence • Ability to gather partner requirements, translate them for technical stakeholders, and communicate progress clearly to different audiences • Demonstrated customer focus, analytical problem solving, and composure when managing complex issues or high-severity incidents • Ability to negotiate scope, resolve stakeholder conflict, and balance partner needs with delivery capacity and business priorities • Experience with complex platform or partner migrations is preferred • Familiarity with subscription-commerce platforms and Agile or Kanban methodologies is preferred, but relevant transferable skills are also welcome • Proficiency with documentation, customer-support, and project-planning tools is preferred; experience with comparable tools is acceptable • Experience with workflow automation, scripting, or AI-assisted operational improvement is an asset • Fluency in written and spoken English • Other languages are considered an asset

🏖️ Benefits

• Competitive pay, benchmarked against the markets we hire in • Room to grow, with real ownership of your work and support for professional development • Flexibility in how and when you work, within the core hours your team needs • Access to the AI tools you need to do your work, and the room to experiment with them • Remote-first work • Equal-opportunity employer with accommodations for people with disabilities at every stage of the hiring process

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