Service Delivery Manager
Core
Ensure high-quality service experience and operational reliability for strategic B2B customers across digital products and platforms.
Role type
Service Delivery Manager
Builds
B2B commerce platform for retailers and sellers
Domain
B2B SaaS / Digital Commerce
Required skills
Service Delivery Management, ITSM (Incident/Problem/Change/SLA), stakeholder management, crisis communication, service performance monitoring, continuous improvement, Go-Live/Hypercare support, Jira/JSM/Confluence
Preferred skills
ITIL certification, B2B SaaS experience, cloud environments (AWS/Azure), observability tools, Customer Success metrics (CSAT/NPS)
Technologies
Jira, JSM, Confluence, AWS, Azure
Responsibilities
Own end-to-end service delivery for strategic customers; act as primary operational point of contact; lead critical incident coordination and crisis communication; collaborate with Support/Engineering/Product teams; monitor service performance and account health; conduct service reviews and drive continuous improvement.
Seniority
Mid-Senior, hands-on IC