Manager, Service Delivery

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Service Delivery based in United States.** This role offers an opportunity for an experienced operations leader to drive service excellence and revenue performance within a mission-driven organization. You will oversee service delivery operations across a portfolio of customer accounts, ensuring successful execution, strong partnerships, and measurable outcomes. The position combines team leadership, operational strategy, customer success, and data-driven performance management. You will lead a team of specialists while collaborating with cross-functional partners to deliver reliable and scalable services. This role is ideal for someone who thrives in fast-paced environments, solves complex challenges, and creates accountability through strong execution. Working remotely, you will play a key role in improving access to essential services and helping organizations achieve their operational goals. ### Accountabilities: - Own service delivery performance across an assigned portfolio of customer accounts, ensuring commitments are fulfilled and revenue objectives are achieved. - Drive referral activation, provider utilization, service capacity, and operational performance to maximize revenue realization. - Monitor key performance indicators, identify risks, and implement proactive action plans to improve outcomes. - Maintain accurate forecasts related to service demand, delivery capacity, utilization, and revenue performance. - Ensure customer agreements are executed according to established timelines, service expectations, and quality standards. - Partner with leadership teams to support portfolio growth, operational improvements, and scalable service delivery strategies. - Lead and develop a team of Service Delivery Specialists by setting expectations, providing coaching, and supporting professional growth. - Foster a culture of accountability, collaboration, customer focus, and operational excellence across the team. - Oversee daily operational management of customer accounts, ensuring efficient workflows, issue resolution, and consistent service execution. - Build strong relationships with customer stakeholders through proactive communication, problem-solving, and partnership management. - Collaborate with account management, recruiting, credentialing, revenue, and enablement teams to remove operational barriers and improve service outcomes. - Manage escalations, recovery plans, and corrective actions to address service delivery challenges effectively. - Analyze performance data to identify trends, recommend process improvements, and support continuous operational optimization. - Contribute to the implementation of new tools, workflows, and service delivery initiatives. ## **Requirements:** - 5+ years of experience in service delivery, customer success, operations, account management, or related fields. - 2+ years of experience managing and developing teams. - Proven experience managing customer outcomes connected to service delivery, contractual commitments, revenue goals, or operational KPIs. - Strong analytical and problem-solving skills with the ability to use data to drive decisions and improve performance. - Demonstrated ability to manage multiple priorities in a fast-paced and evolving environment. - Excellent communication, relationship-building, and stakeholder management skills. - Experience leading cross-functional initiatives and driving accountability across teams. - Ability to balance customer needs with business objectives while maintaining operational excellence. - Experience managing remote or distributed teams is preferred. - Background in EdTech, healthcare, staffing, SaaS, or service-based business models is a plus. - Experience working with school districts or education organizations is preferred. - Familiarity with Salesforce, Looker, or similar operational systems i…