Service Delivery Manager
Core
Operational management of support for a proprietary global SaaS product handling financial trade promotion accruals and settlements.
Role type
Service Delivery Manager (SaaS Support)
Builds
Premium support function for enterprise clients
Domain
SaaS / Financial Services / Trade Promotions
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Service delivery management, functional ticket analysis, client communication, team coordination, process improvement, SLA management, financial process understanding (accruals, postings, reconcimations, rebates), ERP/SAP familiarity
Preferred skills
Experience with business applications, SaaS support, enterprise client support, license renewal support
Technologies
SAP, ERP, TPM, RGM
Responsibilities
Manage tickets, priorities, SLAs, and client communication; analyze and resolve functional tickets related to finance and trade promotions; coordinate work of developers and technical specialists; improve support processes and knowledge base; participate in building the premium support model
Seniority
Mid-level, operational/matrix management with potential for broader leadership
