Senior Service Delivery Lead - EDM & Data Ops

Gresham

Dallas (TX)

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

Gresham is seeking an EDM US Support & Service Delivery Manager to lead the US-based Technical Product Support and Service Delivery teams for EDM Hosted and On-Premise clients. You will drive service excellence, client satisfaction, and operational efficiency while partnering with global leadership.

The role requires strong technical leadership, client-facing experience, and a proven ability to manage incidents, SLAs, and continuous improvement initiatives across hosted environments and

Qualifications

Bachelor's degree or equivalent practical experience.
5+ years in EDM Support or service delivery leadership.
Experience leading technical support teams.
Strong incident management and ITIL familiarity.
Advanced SQL skills and database troubleshooting.
Experience with hosted, SaaS, or cloud-based solutions.
Strong client relationship management.
Excellent communication skills.

Responsibilities

Lead US-based Technical Product Support and Service Delivery teams.
Drive service excellence and client satisfaction.
Manage incident response, SLAs, and governance.
Collaborate with Product and Development to address defects.
Develop and execute Client Action Plans and Service Improvement Plans.
Coordinate cross-functional teams and vendor relationships.

Skills

Leadership

Client relationships

SQL troubleshooting

Analytical thinking

Communication skills

Education

Bachelor's Degree in Computer Science / IT / Finance

Tools

Microsoft SQL Server

Oracle databases

AWS

Job description

The role requires strong technical leadership, client-facing experience, and a proven ability to manage incidents, SLAs, and continuous improvement initiatives across hosted environments and

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