Service Delivery Manager

Who are we?  

Bitwerx, Inc. is a team of industry experts focused on designing, building, and supporting innovative software solutions that leverage data to improve the customer journey. Our experience spans many industries with a focus on veterinary and dental, and our partners range from startups trying to bring a new idea to market to Fortune 500 companies looking to become more agile. 

Job Summary:   

We are looking for a Service Delivery Manager to join our growing team. Experienced Service Delivery Managers from all industries are encouraged to apply. You will join a fast-moving, cross-functional customer-facing team. The Service Delivery Manager is the key intermediary between our corporate customers and internal teams, ensuring seamless onboarding, effective adoption of Bitwerx systems, and optimized integration with related third-party systems to enhance customer operations. This role is responsible for guiding clients through our business and technology processes, enabling them to maximize the value of our services and technology. The ideal candidate will have strong relationship management skills, analytical critical thinking skills, a deep understanding of customer onboarding, and experience working with corporate business customers in a complex technology-driven environment.  

What You'll Do: 

• Customer Onboarding: Lead customer onboarding, deliver initial training, documentation, and provide resources to ensure smooth platform adoption. 

• Customer Success: Work with customers to align our technology with their business requirements and ensure they maximize value from our services. 

• Customer Advocacy: Represent customer feedback to improve services and maintain alignment with customer needs and expectations. 

• Relationship Management: Serve as the primary customer contact, identifying needs, building trust, conducting check-ins, setting expectations, and advocating for customer needs internally. 

• Service Oversight: Coordinate with internal teams to meet service delivery goals, monitor performance, and resolve issues proactively. 

• Process Development & Continuous Improvement: Design and optimize repeatable and scalable processes for onboarding, training, and service delivery to enhance customer experience. 

• Documentation: Develop internal and external resources, including guides, FAQs, and training materials, to support self-service and consistent delivery. 

• Issue Resolution: Address service-related issues promptly, assist with service tickets, and collaborate with teams to prioritize customer requests. 

• Reporting and Insights: Prepare performance reports, analyze customer data, and recommend improvements to enhance service and identify growth opportunities. 

• Cross-Functional Collaboration: Partner with Product, Development, and Operations teams to address issues, implement solutions, and drive customer-centric enhancements. 

• Training Development: Generate comprehensive training programs and user manuals for both customers and service delivery management. 

• Support Coordination: Collaborate with Operations to ensure responsiveness to customer inquiries, timely communication, and maintain high satisfaction during issue resolution. 

• SLA Management: Monitor service delivery against SLAs and suggest optimizations to maintain or exceed performance standards. 

 * Note to applicants: This is a new role, and the candidate must be confident in establishing Bitwerx’s formalized service delivery management practice.  

What We're Looking For: 

• 8+ years of experience in technical service delivery, customer onboarding, account management, or customer success, ideally within a technology or SaaS environment. 

• 5+ years of firsthand technical experience in software systems administration, IT infrastructure, or software development 

• Experience with work planning tools Jira and/or Azure DevOps 

• Demonstrated experience in creating and managing service delivery processes, playbooks, project plans, and documentation. 

• Strong critical thinking skills and the ability to work cross-functionally to address customer needs. 

• Excellent communication and people skills, with the ability to communicate complex technology concepts in a customer-friendly manner. 

Bonus points for:  

• BS in Computer Science, Engineering, or related subject 

• CCSP or PMP certification 

• Proficiency in supporting computer technology  

• Experience with SQL and PostgreSQL 

• Familiarity working with large data solutions 

• Knowledge of or interest in the veterinary or healthcare sector 

What We Offer: 

• 100% company-paid health, vision, and dental insurance 

• 401(k) with company match 

• Flexible PTO policy 

• Company provided lunches on-site every Friday 

Bitwerx, Inc. is an Equal Opportunity Employer. Your application will be considered regardless of race, color, national origin, age, disability, gender, sexual orientation, gender identity or expression, marital status, or veteran status. You must be legally authorized to work in the U.S.* 

* You must physically be located in the U.S.A. East Coast Time Zone preferred.  

Compensation$85K - $125K