Service Delivery Manager

TL;DR

Service Delivery Manager (Managed Services): Managing customer relationships and service delivery for a portfolio of Managed Services clients with an accent on operational leadership, risk mitigation, and cross-functional collaboration. Focus on ensuring SLA compliance, driving customer satisfaction, and aligning service delivery with client business goals across North American and European time zones.

Location: Remote. Must be able to work a schedule that provides coverage through 5:00 PM Pacific Time to support North American customers.

Company

hirify.global is a global leader in open-source database software, support, and services, dedicated to helping databases and applications run better through expert technical solutions.

What you will do

• Own the overall service delivery experience and customer health for an assigned portfolio of Managed Services customers.
• Build and maintain strong relationships with customer stakeholders as a trusted advisor.
• Ensure service commitments, SLAs, and customer expectations are consistently met.
• Monitor service performance, identify risks, and drive mitigation plans through resolution.
• Coordinate cross-functional teams including DBA, Customer Success, and Engineering to ensure successful outcomes.
• Advocate for customer needs internally to improve services, products, and processes.

Requirements

• English: C1+ required for excellent written and verbal communication.
• Must be able to work a schedule providing coverage through 5:00 PM Pacific Time.
• Experience in a customer-facing role managing relationships, service delivery, or operational engagements in a technology environment.
• Strong organizational and time management skills with the ability to balance multiple priorities.
• Ability to learn technical concepts quickly and facilitate discussions between customers and technical teams.
• Comfortable working independently and driving outcomes with minimal direction.

Nice to have

• Understanding of database technologies (MySQL, MongoDB, PostgreSQL, MariaDB) and concepts like performance, backup, and high availability.
• Experience working within Managed Services, SaaS, Cloud, or Infrastructure organizations.
• Familiarity with Open Source technologies and communities.
• Experience working in a remote-first or globally distributed organization.

Culture & Benefits

• Remote-only and globally dispersed workforce with flexible work hours.
• Generous benefits including paid time off programs and equipment for your remote office.
• Funds for career development, including external training, certifications, and conferences.
• Equity incentive plan participation.
• Focus on work-life balance with programs like FlowDays, FryDays, and the hirify.global Adventure Team.