Remote Service Delivery & Client Success Lead

Jobgether SRL; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote work allowed across markets

Flexible schedule

Professional development opportunities

Collaborative culture

Innovation & technology exposure

Job summary

Jobgether SRL seeks an experienced Service Delivery Manager to own client relationships and governance across an assigned portfolio. You will lead SLA adherence, incident handling, and quarterly reviews while coordinating cross-functional teams to meet client expectations.

The role emphasizes continuous improvement, data-driven reporting, and clear communication with both technical and non-technical stakeholders.

Qualifications

• 3–6 years of experience in service delivery or a client-facing role in MSP or professional services.
• Experience with ITSM principles, SLAs, performance reporting, and incident management.

Responsibilities

• Own service delivery relationship and accountability for service quality.
• Lead governance meetings (monthly service reviews, QBRs) and present performance results.
• Monitor SLAs, incidents, and metrics; coordinate corrective actions.
• Manage customer complaints, major incidents, and service recoveries.
• Collaborate with technical teams and stakeholders to resolve issues and keep clients informed.
• Identify opportunities for continuous improvement and track effectiveness.
• Support commercial and contract queries related to scope, billing, and changes.
• Translate technical issues and performance data for both technical and non-technical audiences.
• Develop and refine service delivery processes, leveraging AI tools where appropriate.

Skills

Client relationship management

IT service management

Governance & reporting

Escalation management

Analytical thinking

Problem solving

Communication

Self-motivation

Education

ITIL 4 Foundation

Microsoft Certified: SC-900

Tools

Freshservice

Microsoft Office

Excel

Teams

Job description

Jobgether SRL seeks an experienced Service Delivery Manager to own client relationships and governance across an assigned portfolio. You will lead SLA adherence, incident handling, and quarterly reviews while coordinating cross-functional teams to meet client expectations.

The role emphasizes continuous improvement, data-driven reporting, and clear communication with both technical and non-technical stakeholders.