Service Delivery Manager

Plus8soft helps global companies scale engineering teams through high-quality outstaffing. We’re a fast, founder-led, fully remote team with minimal bureaucracy and a strong focus on speed, ownership, and results.

We are seeking a detail-oriented and experienced Service Delivery Manager to oversee the operations of two key engagement projects. In this role, you will serve as the main communication bridge between our technical teams and the client, ensuring clear updates, smooth coordination, and strong alignment on goals and expectations. You will be responsible for maintaining high-quality service delivery, supporting team stability, and ensuring financial accuracy across both projects, including invoicing, timesheet validation, and resource tracking.
Additionally, you will take on account management responsibilities, building a strong client relationship, understanding their evolving needs, and expanding their team by identifying and proposing qualified candidates to enhance their capabilities.

Key Responsibilities
 1. Client Communication & Relationship Management
 • Serve as the main point of contact for the client regarding operational matters.
 • Manage day-to-day email correspondence, addressing project challenges, reporting status updates, and proposing solutions to operational blockers.
 • Ensure transparent and professional communication regarding team availability and project progress.
 2. Financial Management & Invoicing
 • Track team timesheets and billable hours across both projects.
 • Calculate and generate accurate monthly invoices based on agreed contractual rates and actual hours worked.
 • Submit invoices to the client and monitor payment status.
 • Reconcile internal accruals against client billing to ensure financial accuracy.
 3. Team Management & Retention
 • Coordinate team schedules, including vacation planning and leave management, ensuring minimal disruption to client delivery.
 • Proactively identify and mitigate risks related to employee retention and turnover.
 • Communicate resource changes to the client in advance and manage the handover process when necessary.
 4. Performance Monitoring & Feedback
 • Conduct regular check-ins with the team and the client to gather feedback on performance.
• Assess the quality of work provided by individual employees and the team as a whole.
• Address performance issues promptly and facilitate continuous improvement in service delivery.
 

Qualifications
Experience: Minimum of 2+ years of experience in IT Outsourcing as a Service Delivery Manager, Project Manager, or Account Manager.
• Financial Acumen: Demonstrated experience with invoicing, calculating billable hours, and managing project financials. High attention to detail with numbers is mandatory.
• Communication: Exceptional written and verbal communication skills in English. Ability to manage client expectations and handle difficult conversations professionally.
• People Management: Experience in managing remote teams, tracking leave balances, and handling employee retention.
Tools: 
• Proficiency in spreadsheet software (Excel/Google Sheets) and project tracking tools.
 
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