Overview
On Site
Full Time
Skills
Service Delivery Management
Cloud Computing
Performance Metrics
KPI
Reporting
Customer Satisfaction
Management
Invoices
Regulatory Compliance
Pricing
Technical Support
Service Delivery
IT Operations
PaaS
SaaS
Service Management
ITIL
Communication
Change Management
Leadership
SDM
Media
Publishing
Job Details
Job Title: Service Delivery Manager - PaaS/SaaS Operations
Location: Atlanta, GA (Hybrid)
Employment Type: Contract or Full-Time (W2)
Overview:
We are supporting a leading global provider of digital content and publishing technology in building a new Service Delivery Management (SDM) function from the ground up. This is an exciting opportunity to shape the strategy, standards, and operations of a growing team, all while supporting a cloud-based platform used by top-tier enterprise clients worldwide.
This hybrid role is based in Atlanta, GA and offers the option of full-time employment or contract engagement.
Key Responsibilities:
Location: Atlanta, GA (Hybrid)
Employment Type: Contract or Full-Time (W2)
Overview:
We are supporting a leading global provider of digital content and publishing technology in building a new Service Delivery Management (SDM) function from the ground up. This is an exciting opportunity to shape the strategy, standards, and operations of a growing team, all while supporting a cloud-based platform used by top-tier enterprise clients worldwide.
This hybrid role is based in Atlanta, GA and offers the option of full-time employment or contract engagement.
Key Responsibilities:
- Play a central role in building and implementing a global SDM framework, supporting both PaaS and SaaS offerings.
- Serve as the primary point of contact for customers regarding service delivery operations, performance metrics, and escalations.
- Align service delivery strategies with broader organizational and customer success goals.
- Develop and maintain service standards, best practices, and KPIs/SLAs to ensure consistent and high-quality performance.
- Implement structured service reporting and escalation handling protocols.
- Lead service improvement initiatives aimed at boosting efficiency, customer satisfaction, and cost-effectiveness.
- Manage invoicing compliance per contractual agreements, pricing structures, and service terms.
- Work cross-functionally with internal IT support, project managers, and customer success stakeholders to ensure seamless service delivery.
- 5+ years of experience in Service Delivery, IT Operations, or related roles.
- Strong background in PaaS/SaaS delivery models and enterprise-level service management.
- ITIL certification and hands-on experience required.
- Excellent communication skills and a customer-first mindset.
- Solid change management capabilities and a process-oriented approach.
- Bachelor's degree in Business, IT, or related field preferred - but experience and leadership potential are key.
- Be part of a ground-floor initiative to define and execute a next-generation SDM model.
- Work with globally distributed teams and high-impact enterprise technology.
- Help modernize and scale a mission-critical platform used by major organizations in media, publishing, and communications.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.