Service Delivery Manager

Service Delivery Manager

In this role, you will play a key role in ensuring the successful delivery of Enterprise implementation projects, as well as overseeing the environmental readiness and operational setup for SaaS customer onboarding.

As Service Delivery Manager, you are responsible for managing NGDATA’s customer-facing delivery operations. You’ll drive Enterprise project execution, ensure the SaaS platform is operationally ready for new customers, and own the Service Delivery KPIs tied to gross margin and project financials.
You will work closely with the Customer Success Manager (CSM), who owns the overall onboarding experience. Your responsibility is to ensure all systems, environments, and operational plans are in place so the CSM can successfully onboard the customer.


Your Responsibilities

Enterprise Project Delivery

• Lead and own the full lifecycle of enterprise projects—from pre-sales scoping to final handover.
• Chair weekly bid reviews and align delivery efforts post-contract.
• Be the go-to person for delivery execution, ensuring scope, timing, and budget are always in sync.
• Collaborate across teams to coordinate timelines, resources, and communications with internal and customer stakeholders.
• Proactively flag risks and remove delivery roadblocks.

SaaS Customer Enablement & Readiness

• Ensure all systems are "go" before onboarding even begins.
• Lead the technical preparation phase, working with Engineering and Operations to ready infrastructure and access.
• Own the readiness checklist and drive internal coordination to deliver a seamless customer start.

Customer Support Oversight

• Take strategic ownership of our Technical Customer Support function.
• Partner with the Support Team Lead to monitor KPIs, performance, and escalations.
• Champion support process evolution and customer satisfaction.

Financial & Operational Accountability

• Own key service KPIs: delivery margin, budget tracking, and on-time performance.
• Monitor financial health of delivery engagements and recommend corrective action when needed.
• Ensure transparent forecasting and reporting for delivery efforts.

Internal Coordination & Leadership

• Act as the operational bridge between Sales, Product, Engineering, and Customer Success.
• Report directly to the CTO on all things delivery, onboarding, and escalation.
• ​​​​​​​Champion process maturity and service delivery improvement across departments.

Your Profile

Education & Background

• Bachelor’s or Master’s degree in Engineering, Computer Science, Business, IT—or equivalent experience.
• Strong foundation in operational delivery, systems integration, or SaaS service delivery.
• Certifications like PMP, ITIL, or SAFe? Bonus points, but not mandatory.

Experience & Skills

• 7+ years in service delivery, project management, or technical onboarding in a SaaS or enterprise environment.
• Track record of owning KPIs and delivering complex projects with multiple stakeholders.
• Solid financial acumen: gross margin, delivery-to-budget, forecasting.
• Familiarity with Agile, DevOps, and readiness management.
• Bonus if you’ve worked in financial services, telecom, or high-growth scale-ups.

Tools You Know (or Can Learn Quickly)

• Jira, Salesforce, Confluence, project planning tools, onboarding platforms.

Your Superpowers

• Strategic mindset, strong business acumen, and customer-first approach.
• Natural collaborator and communicator across technical and non-technical teams.
• Structured, dependable, and proactive.
• Fluent in English. Dutch or other languages are a welcome asset.
   

Why Join Us?

• Global, tight-knit team: Work alongside talented colleagues located around the world—people who pull their weight, support one another, and genuinely care about doing great work.
• High-impact role: You’ll have real ownership, plenty of autonomy, and the mandate to improve processes, drive change, and leave your mark on how we grow.
• Freedom to thrive: Our informal culture gives you the space and trust to do your best work without micromanagement.
• A company that grows with you: This is the kind of place where initiative is celebrated, ideas are heard, and your contribution truly matters.
• Hybrid work that works for you: We offer 4 days of remote work and 1 in-office day per week—more in-office time is always welcome, but never required.
• We include a competitive salary, company car with charging card, meal vouchers, group and hospital insurance, net allowances, a mobile phone subscription, and more.

Ready to Own Service Delivery?
If you’re ready to lead from the front, optimize from the inside, and deliver customer impact from day one—apply now.