SaaS Service Delivery & Client Engagement Lead

Jobtailor; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in Atlanta seeks a seasoned Service Delivery & Operations professional to act as the primary liaison for incidents, changes, and SLA governance across SaaS and managed services.

You will drive customer engagement, readiness reviews, and release coordination while coordinating with Product, R&D, and other teams to ensure service excellence and continuous improvement. This role emphasizes strong communication and cross-functional collaboration.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field and 5+ years customer-facing experience.
• Experience supporting SaaS or managed service platforms, onboarding and SLA performance.
• Knowledge of OTA, eSIM, Remote SIM Provisioning and GSMA-aligned services.
• Strong operations experience in incident, problem, change, release, and SLA governance.
• Excellent customer communication, updates, and RCA explanations.
• Experience collaborating with Product, R&D, Operations, and other teams.

Responsibilities

• Serve as the primary Service Delivery & Operations contact for incidents, change, and SLA topics.
• Support customer engagement, KPIs, operational readiness, and release coordination for SaaS customers.
• Maintain proactive customer communication during service reviews, incidents, escalations, and follow-ups.
• Apply understanding of SaaS, OTA, eSIM, and MNO ecosystems to support operations.
• Support preparation and quality review of incident reports, RCA, and service performance reports.
• Monitor, analyze, and communicate service performance, trends, risks, and improvement actions.
• Coordinate with cross-functional teams including IT, Product, Finance, and Sales.
• Support onboarding, transition, launch, and steady-state operations and escalation paths.
• Identify training needs, expansion opportunities, and operational risks.
• Follow internal policies, information security, planning, and time reporting requirements.

Skills

SaaS Support

Incident Management

Customer Communication

Service Performance Analysis

Operational Readiness

Education

Bachelor’s degree in Business/Engineering or related field

Tools

Monitoring Tools

Ticketing Systems

Enterprise Applications

Cloud Technologies

Telecom Networks

Job description

Jobtailor in Atlanta seeks a seasoned Service Delivery & Operations professional to act as the primary liaison for incidents, changes, and SLA governance across SaaS and managed services.

You will drive customer engagement, readiness reviews, and release coordination while coordinating with Product, R&D, and other teams to ensure service excellence and continuous improvement. This role emphasizes strong communication and cross-functional collaboration.