Since 1989, Scalence / Artech has been helping clients solve complex technology challenges by developing innovative environments, applications, and tools. We build and maintain essential systems through experienced teams who deliver excellence in implementation, enhancement, and ongoing operations.
If you re ready to do something big and innovative, stretch your creative and strategic muscles, and work on impactful issues with a global high-tech customer this is your opportunity.
Job Title: Service Delivery Manager
Location: West Coast / Strong preference for candidates in bay area
Salary Range: $100,000-$140,000/yr plus 15% bonus
Position Summary
The Service Delivery Manager (SDM) is the primary leader responsible for ensuring the success of a portfolio of assigned projects and programs. You ll serve as the face of delivery for both Scalence and a leading global technology client overseeing operational performance, service excellence, and customer satisfaction.
This role requires a balance of strategic leadership, operational rigor, and client partnership, with accountability for revenue, profitability, and people performance. The ideal candidate is an initiative-taker who thrives in a fast-paced, global, and evolving environment.
Key Responsibilities
Delivery & Program Management
- Serve as the primary point of contact and face of delivery for a high-end technology client.
- Plan, execute, and monitor Statements of Work (SOW) to meet and exceed contractual commitments.
- Proactively identify and manage delivery risks, driving timely resolution and client satisfaction.
- Lead all aspects of program execution to ensure SLA compliance and operational excellence for metrics such as Utilization, CSAT, Turnaround Time, and First Meaningful Response Time.
- Oversee new program launches and ensure stabilization within the first 90 days; define workflows, KPIs, and delivery models for steady-state services.
- Project manage quarterly contract reviews, including budget evaluation, renewals, and operational improvements.
- Aggregate, standardize, and streamline high-volume reporting, ensuring insights are actionable and aligned with client needs.
- Present performance reviews and strategic updates to senior and C-level client stakeholders on a monthly and quarterly cadence.
Client Relationship Management & Growth
- Build and sustain trusted advisor relationships with key client personnel, including business and vendor management teams (VMOs).
- Conduct weekly, monthly, and quarterly business reviews, showcasing delivery outcomes, performance insights, and improvement strategies.
- Identify and pursue opportunities for account growth, expansion, and operational synergies in collaboration with sales and executive leadership.
- Protect existing business by proactively addressing competitive risks and ensuring client satisfaction.
- Deliver differentiated value propositions through innovation, efficiency, and continuous improvement.
Team Leadership & Operations
- Lead and influence global delivery teams of 30 70 personnel, fostering a culture of excellence, accountability, and collaboration.
- Oversee people-related functions including hiring, onboarding, performance management, and learning & development.
- Partner with regional recruiting teams to execute proactive, white-glove hiring processes for current and future demand.
- Collaborate with the PMO and internal support functions to optimize delivery operations and streamline back-office processes.
- Track and follow through on all tactical and strategic commitments to ensure flawless execution.
Required Skills & Experience
- Minimum 10 years relevant exp
- West coast - Required
- Nice to have: ideally located in Bay Area and able to be on-site a few days a week
- Well rounded Delivery experience working with enterprise level clients supporting managed services
- Program and Project Management experience
- Technically strong - able to have technical conversations and understand and advise clients as well as coaching technical resources
- DX related experience (UX, UXR, or similar)
- Strong soft skills and communication skills
- Hands-on people management experience
- Strong stakeholder mgmt experience
- Budget/program financial experience
- Previous Google exp a strong plus
- Experience with globally disbursed teams a strong plus
Why Join Us
- Opportunity to lead delivery for a globally recognized high-tech enterprise.
- Innovative, collaborative culture where your ideas and leadership make a measurable impact.
- Competitive compensation, bonus structure, and comprehensive benefits.
- Flexibility to work remotely while shaping key strategic outcomes for enterprise clients.
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