Job Description
Job Summary
We are seeking a motivated and detail-oriented Services Delivery Manager to oversee the operational delivery, strategic administration, and continuous improvement of recurring regulatory review and information governance service engagements. This role will serve as a key member of the Information Governance team and is responsible for independently managing client service delivery strategies, operational workflows, escalation resolution, and program performance.
This Services Delivery Manager exercises discretion and independent judgment in determining service delivery approaches, establishing engagement priorities, resolving operational and client issues, allocating resources, developing service delivery standards, and implementing process improvements that directly impact client satisfaction, operational effectiveness, and business performance. This position is accountable for achieving service delivery objectives, profitability targets, quality standards, and program outcomes.
Key Responsibilities:
1. Service Delivery Leadership: Manage recurring information governance service engagements and determine service delivery priorities, execution strategies, and operational approaches necessary to achieve client and business objectives.
2. Operational Decision-Making & Escalation Management: Exercise independent judgment in evaluating operational risks, resolving client escalations, determining corrective actions, and balancing competing business priorities to ensure effective service delivery and customer satisfaction.
3. Program Governance & Continuous Improvement: Develop, maintain, and refine service delivery standards, operational procedures, escalation protocols, quality assurance processes, and performance methodologies. Identify opportunities for operational improvement and implement approved enhancements to improve scalability, efficiency, and service quality.
4. Business Performance Management: Monitor and analyze service delivery performance, operational metrics, utilization trends, and engagement profitability. Identify performance gaps, implement corrective actions, and recommend operational improvements that support business objectives and program performance.
5. Client Relationship Management: Serve as a primary point of contact for assigned engagements and maintain strong client relationships through proactive communication, service oversight, issue resolution, and strategic coordination.
6. Resource & Capacity Planning: Evaluate workload demands, service requirements, and operational priorities to develop resource allocation recommendations and capacity plans supporting effective service delivery and business objectives.
7. Cross-Functional Leadership: Coordinate and influence activities across Information Governance, Client Support, Sales, Product, Billing, and Research teams to achieve service delivery objectives and resolve operational challenges.
8. Reporting & Operational Analysis: Prepare, analyze, and maintain operational reports, service metrics, engagement tracking, and program performance data to support decision-making, performance management, and continuous improvement efforts.
9. Training & Enablement: Identify customer adoption, training, and enablement opportunities and coordinate delivery of onboarding materials, support resources, and user education initiatives to improve customer outcomes.
10. Meeting Facilitation & Communication: Lead internal and client meetings with clearly defined agendas, action items, timelines, status updates, and follow-up accountability.
Education and Experience:
· Bachelor’s degree or equivalent professional experience preferred
· 3+ years of experience in project management, program management, client services, operations, or related fields
· Experience managing recurring client engagements, operational workflows, or managed services preferred
· Experience in information governance, compliance, SaaS implementation, records management, or professional services environments preferred
· Proficiency in Smartsheet and Microsoft Office Suite
Knowledge, Skills, and Abilities:
· Excellent organizational skills and ability to manage multiple priorities in a dynamic environment.
· Strong communication, stakeholder management, and client relationship skills.
· Demonstrated ability to exercise discretion and independent judgment regarding service delivery strategy, operational priorities, escalation management, and business performance matters.
· Ability to evaluate operational risks, competing business priorities, and customer requirements and make decisions impacting service delivery outcomes.
· Experience developing and implementing operational standards, service delivery methodologies, policies, and procedures.
· Ability to analyze operational performance data, identify trends, and implement corrective actions to improve program effectiveness.
· Strong problem-solving, decision-making, and analytical capabilities.
· Experience coordinating and influencing cross-functional teams to achieve business objectives.
· Ability to make recommendations affecting resource utilization, operational effectiveness, customer satisfaction, and program performance.
· Strong attention to detail with a focus on quality, consistency, and continuous improvement.
All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vets