Sr. Service Delivery Manager

Company Summary:

We are seeking a highly motivated, experienced and customer-focused Sr. Service Delivery Manager (SDM) to join our growing Somos Software Solutions team. In 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 delivery—tracking 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 projects—delivering 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: You’re 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