Service Delivery Manager

Position Summary:
At managed.Com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here.As the Service Delivery Manager, you will own partner onboarding, migrations, integrations, and ongoing service-delivery coordination. You will connect partners with technical and operational stakeholders, manage delivery priorities and risks, and improve the quality, efficiency, and transparency of service delivery.What you’ll do:
Own the onboarding of new SaaS partners and guide delivery from initial planning through handoverManage end-to-end product onboarding, platform migrations, and integrations across multiple concurrent partner engagementsPlan and coordinate delivery activities, resources, priorities, dependencies, and timelinesMonitor delivery backlogs, service-level commitments, risks, incidents, and escalations, and coordinate action to resolve blockersLead partner meetings, delivery reviews, and roadmap discussions while providing clear, timely updates on progress and open issuesTranslate partner requirements and business needs into clear actions for technical, product, support, and operational stakeholdersMaintain delivery documentation, runbooks, status records, risk registers, and handover proceduresReport transparently on delivery progress, capacity, risk, performance, and time to go-liveIdentify practical opportunities for workflow automation, AI-assisted operations, and process optimizationDrive continuous improvement in delivery quality, efficiency, service-level performance, and the partner experienceSupport other tasks or projects as assigned to meet team and business needsAbout you:
At least 3 years of experience in IT service delivery, project management, technical consulting, or a similar roleStrong understanding of SaaS platforms, integrations, migrations, and cloud technologiesFamiliarity with IT service management, service-level management, and incident and escalation processesExperience coordinating multiple projects, competing priorities, delivery risks, and dependencies with growing independenceAbility to gather partner requirements, translate them for technical stakeholders, and communicate progress clearly to different audiencesDemonstrated customer focus, analytical problem solving, and composure when managing complex issues or high-severity incidentsAbility to negotiate scope, resolve stakeholder conflict, and balance partner needs with delivery capacity and business prioritiesExperience with complex platform or partner migrations is preferredFamiliarity with subscription-commerce platforms and Agile or Kanban methodologies is preferred, but relevant transferable skills are also welcomeProficiency with documentation, customer-support, and project-planning tools is preferred;
experience with comparable tools is acceptableExperience with workflow automation, scripting, or AI-assisted operational improvement is an assetCommunication skills and fluency in written and spoken English, with other languages considered an assetWhat we offer:
Remote-first work, with team members across many countriesCompetitive pay, benchmarked against the markets we hire inRoom to grow, with real ownership of your work and support for professional developmentFlexibility in how and when you work, within the core hours your team needsAccess to the AI tools you need to do your work, and the room to experiment with themAbout us:
Managed.Com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.Managed.Com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.It is anticipated that this position will be performed outside of Ontario.
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