Technical Service Delivery Manager

Dash Ast Technology; Hyderabad, Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Dash Ast Technology is seeking an experienced Technical Service Delivery Manager to own post-sales technical relationships with enterprise customers and ensure adoption, governance, and value realization of the SaaS platform.

You will collaborate across Customer Success, Professional Services, Product, Support, Engineering, and Cloud Operations to drive service excellence and long-term customer satisfaction.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• 5–10 years of experience in technical service delivery or SaaS operations.
• Experience with enterprise SaaS products and managing enterprise customers.
• Experience across US, Europe, and Middle East regions is preferred.
• Strong stakeholder management, analytical and problem-solving skills.

Responsibilities

• Own onboarding, implementation coordination, and production go-live.
• Oversee end-to-end service delivery for enterprise clients across regions.
• Lead incident, change, and release management and RCA activities.
• Conduct weekly/ monthly/ quarterly executive reviews with customers.
• Develop SaaS governance, license optimization, and AI governance plans.
• Coordinate product enhancements and enablement based on customer needs.
• Prepare executive dashboards and health analytics for stakeholders.

Skills

Stakeholder management

Executive communication

Analytical thinking

Troubleshooting

Problem solving

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

AWS

Azure

Google Cloud Platform

REST APIs

IAM

SSO (SAML, OAuth, OIDC)

SCIM

Entra ID / Okta / Google Workspace / Ping Identity

ITSM processes

SaaS administration

Networking basics (DNS, HTTPS, VPNs)

Security fundamentals

Log analysis

Job description

Please Note

This is a technical, customer-facing Service Delivery role within a SaaS product company. Candidates should have prior experience working with SaaS products, enterprise software, cloud platforms, IT infrastructure, or technical service delivery. Profiles with primary experience in BPO, call center operations, customer support centers, or non-technical customer service are unlikely to be a fit for this position.

Role Overview

We are looking for an experienced Technical Service Delivery Manager to own the post-sales technical relationship with enterprise customers and ensure the successful adoption, operation, governance, and ongoing value realization of the platform.

This role sits at the intersection of Customer Success, Professional Services, Product Management, Support, Engineering, and Cloud Operations. The successful candidate will act as a trusted technical advisor to enterprise customers while ensuring service excellence, customer satisfaction, and long-term adoption of the platform.

The ideal candidate should possess a strong understanding of enterprise SaaS applications, cloud infrastructure, IT operations, AI governance, identity management, integrations, and enterprise architecture. The role requires close engagement with CIOs, IT leaders, Infrastructure teams, Security teams, Cloud Architects, Procurement teams, and SaaS administrators.

The Service Delivery Manager will own customer onboarding, implementation coordination, service transition, adoption, ongoing optimization, operational governance, and customer success throughout the customer lifecycle.

Key Responsibilities

Customer Onboarding & Implementation

• Own the transition of customers from Sales into Production.
• Coordinate onboarding, implementation, configuration, and deployment activities.
• Drive successful customer go-live while ensuring technical readiness.
• Coordinate integrations with enterprise SaaS applications, cloud platforms, and identity providers.
• Ensure customer environments are configured according to best practices.

Service Delivery & Operations

• Own end-to-end service delivery for a portfolio of enterprise customers across North America, Europe, the Middle East, and APAC.
• Monitor platform health, service performance, SLA compliance, and operational KPIs.
• Coordinate Incident, Problem, Change, and Release Management activities.
• Lead customer communications during service incidents and coordinate resolution with Engineering.
• Drive Root Cause Analysis (RCA) and continuous service improvement initiatives.
• Ensure customer issues are effectively prioritized and resolved.

Customer Success & Executive Engagement

• Act as the primary post-sales technical advisor for enterprise customers.
• Build trusted relationships with CIOs, IT Directors, Infrastructure teams, Cloud Architects, Security teams, Procurement teams, and SaaS Administrators.
• Conduct Weekly Operational Reviews, Monthly Service Reviews, and Quarterly Business Reviews (QBRs) with customers.
• Present platform adoption, optimization opportunities, governance insights, roadmap updates, and service performance.
• Identify customer risks and drive proactive mitigation plans.
• Help customers maximize adoption and business value while identifying opportunities for platform expansion.

SaaS & AI Governance

• Help customers establish governance frameworks for SaaS applications and AI technologies.
• Provide recommendations to improve SaaS visibility, license utilization, compliance, AI application governance, and software spend optimization.
• Assist customers with SaaS lifecycle management, AI governance best practices, access governance, and operational maturity.
• Work with customers to onboard additional SaaS applications and cloud platforms.
• Support customers in implementing governance policies for AI applications and emerging technologies.

Technical Coordination

• Collaborate closely with Product Management, Engineering, Customer Success, Security, and Support teams.
• Translate customer requirements into product enhancements.
• Coordinate feature releases and customer enablement activities.
• Validate customer environments before production deployment.
• Assist with troubleshooting integrations and technical issues.

Reporting & Analytics

• Prepare executive dashboards and operational reports.
• Analyze platform adoption, utilization, and customer health.
• Present optimization recommendations supported by data.
• Track SLA performance, customer satisfaction, adoption metrics, and service KPIs.
• Identify operational risks and recommend mitigation strategies.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 510 years of experience in Technical Service Delivery, Customer Success, Professional Services, Technical Account Management, SaaS Operations, Cloud Operations, or IT Service Management.
• Experience working for a SaaS product company is highly preferred.
• Experience managing enterprise customers in the United States, Europe, and the Middle East.
• Strong understanding of enterprise SaaS applications, cloud technologies, and enterprise IT operations.
• Excellent stakeholder management skills with the ability to engage both executive and technical audiences.
• Strong analytical, troubleshooting, and problem-solving skills.

Technical Skills (Required)

Candidates should possess working knowledge of:

• Enterprise SaaS applications
• Cloud Infrastructure (AWS, Microsoft Azure, or Google Cloud Platform)
• Infrastructure fundamentals including Compute, Storage, Networking, Identity, and Security
• REST APIs and SaaS integrations
• Identity and Access Management (IAM)
• SSO technologies including SAML, OAuth, OpenID Connect, and SCIM
• Identity providers such as Microsoft Entra ID, Okta, Google Workspace, or Ping Identity
• ITSM processes including Incident, Problem, Change, Asset, and Request Management
• SaaS administration and lifecycle management
• Basic networking concepts including DNS, HTTPS, VPNs, Firewalls, and Proxy configurations
• Log analysis and troubleshooting techniques