Sr Service Delivery Manager

Sr Service Delivery Manager

We are seeking a highly motivated, experienced and customer-focused Service Delivery Manager (SDM) to join our growing Somos Software Solutions team. In this role, you will lead and manage service delivery for our external clients, ensuring smooth onboarding, consistent communication, and operational excellence across our technology services.

You will act as the key liaison between clients, product teams and internal stakeholders, championing a high standard of delivery while ensuring all ITIL-based service processes (incident, change, release, request, and problem management) are executed effectively. You will also play a hands-on role in coordinating service activities, reporting on key metrics, and continuously improving the delivery experience with a focus on customer satisfaction.

This is a stakeholder-facing role requiring strong communication, relationship-building, and technical coordination capabilities. The ideal candidate combines client empathy, structured process ownership, and strong leadership instincts.

Key Responsibilities

• Serve as the primary point of contact for clients throughout onboarding and ongoing service delivery.
• Build and maintain strong relationships with client stakeholders through transparency, regular check-ins, and timely updates.
• Represent service delivery status to external clients and internal executives, lead service review meetings and client satisfaction conversations.
• Oversee end-to-end delivery of technical services to ensure SLAs, KPIs, and service quality expectations are met or exceeded.
• Partner with DevOps and engineering teams to support releases, vulnerability resolution, and infrastructure readiness for client environments.
• Conduct customer readiness assessments and coordinate integration support across technical teams
• Monitor service performance trends and initiate improvement plans where needed.
• Track and report on onboarding status, delivery timelines, risk factors, and client feedback.
• Own the quality and consistency of deliverytracking monthly metrics for incidents, changes, releases, service requests, and client satisfaction.
• Participate in Client QBRs (Quarterly Business Reviews) and provide input into roadmap planning based on delivery insights.
• Establish and continuously improve service delivery frameworks, workflows, and documentation standards.
• Analyze delivery data and client feedback to propose and implement improvements in service processes or client experience.
• Document lessons learned from onboarding or incident cycles to improve internal playbooks and team readiness.
• Engage with leadership to align delivery practices with broader organizational goals and client expectations.

What You Bring

Required Qualifications

Preferred Qualifications

Salary and Benefits Somos leads the market in compensation and benefits to attract and retain top talent while providing for our team members' current and future needs!

Somos does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of this position. Aspects of this job description may change at any time, with or without notice.

This job description is not intended as and does not create an employment contract. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. Employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.