Senior Service Delivery Leader — Client Accounts & Governance

Progressive; Houston (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Specialist Staffing Group is seeking a Service Delivery Manager to lead delivery, governance, and operational excellence across client accounts. You will partner with customers, Sales, Customer Success, and PMO to drive performance, manage relationships, mitigate risk, and ensure commitments are met.

Ideal candidates have managed services or professional services experience, with opportunities to scale the service delivery function, establish governance, and mentor future managers as the

Qualifications

• 5+ years of experience in Service Delivery, Consulting Services, Managed Services, PMO, Program Management, Client Success, or related disciplines.
• Proven experience managing customer-facing relationships and executive stakeholders.
• Experience conducting service reviews, operational reviews, and governance meetings.
• Strong understanding of SLA management, KPI reporting, risk management, and issue resolution.
• Demonstrated ability to coordinate cross-functional teams and drive accountability.
• Excellent communication, relationship management, and presentation skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Serve as the primary point of contact for service delivery across assigned customer accounts.
• Lead recurring client governance meetings, business reviews, and executive-level stakeholder communications.
• Ensure delivery teams meet contractual obligations, service-level agreements (SLAs), KPIs, and customer expectations.
• Monitor service performance, create reporting dashboards, and provide actionable insights to both customers and leadership.
• Identify delivery risks, escalations, and operational challenges while driving timely resolution.
• Partner with Sales, Customer Success, Operations, and PMO teams to ensure successful customer outcomes.
• Manage service governance processes including account reviews, issue management, change management, and continuous improvement initiatives.
• Track project and operational performance metrics to ensure quality, efficiency, and profitability.
• Support resource planning, capacity forecasting, and delivery coordination across customer engagements.
• Develop and maintain strong client relationships focused on long‑term retention and growth.

Skills

Client relationships

SLA management

KPI reporting

Risk management

Cross-functional leadership

Executive stakeholder communication

Program management

Governance

Operational excellence

Job description

Specialist Staffing Group is seeking a Service Delivery Manager to lead delivery, governance, and operational excellence across client accounts. You will partner with customers, Sales, Customer Success, and PMO to drive performance, manage relationships, mitigate risk, and ensure commitments are met.

Ideal candidates have managed services or professional services experience, with opportunities to scale the service delivery function, establish governance, and mentor future managers as the