Salesforce for Nonprofits Service Delivery Manager: Support Services

Idealist Consulting•Chicago, IL

32d•$85,000 - $120,000•Hybrid

About The Position

Idealist Consulting is seeking a Service Delivery Manager: Support Services who embodies their values of Stay Human, Drive Change, Believe in Impact, Nurture Community, and Make Time to Play. This role involves collaborating with service delivery leadership to optimize people, processes, and tools for delivering the company's support services portfolio. The manager will oversee day-to-day delivery, partner with Client Success, manage consultant assignments and capacity, ensure quality assurance, guide delivery systems, and develop the team's culture.

Requirements

Five or more years in professional services or technical service delivery, including direct ownership of a managed services, support, or post-implementation portfolio
Three or more years leading people in a service delivery context, including W-2 employees and contracted consultants
Working knowledge of Salesforce as a platform, including the nonprofit ecosystem (NPSP, Nonprofit Cloud, Experience Cloud) and common third-party tools
Demonstrated experience operating SLAs, escalation paths, and structured QA inside a billable services environment
Comfortable with capacity planning, utilization analysis, and project margin reporting; able to read a P and L for a service line
Excellent written and verbal communication, including the ability to write a calm, accurate update to a frustrated client at 4:55pm on a Friday
Ability to mitigate conflict in real time, adjudicate competing priorities, and creatively problem solve inside an established process

Nice To Haves

Salesforce Certified Administrator or higher
PMP, ITIL Foundations, or a comparable service delivery credential
Direct nonprofit experience, especially in humanitarian, community development, or environmental sectors
Experience standing up or modernizing a managed services practice, including SLA design and runbook creation
Hands-on AI deployment experience inside a delivery org (prompt libraries, agentic workflow, playbooks)
Asana, Lever ATS, or comparable tools experience
Ability to solve a Rubik's cube in less than two hours

Responsibilities

Oversee service delivery across the Managed Services portfolio
Own the day-to-day delivery rhythm for all managed service engagements
Partner with Client Success to translate renewal goals, account plans, and CSAT feedback into operational adjustments
Run a weekly portfolio review covering hours burn, SLA performance, risk signals, and consultant load; escalate proactively to the Director of Service Delivery
Serve as the executive escalation point for unresolved client issues in the support portfolio
Manage consultant assignment and capacity
Evaluate and assign consultants to engagements based on skill match, team cohesion, client context, and capacity
Maintain a forward looking capacity model across roles and flag gaps in advance
Ensure on-target utilization across teams while protecting humane workloads and learning time
Overcome resource limits through reallocation, queue management, cross-training, and selective contractor expansion
Ensure quality assurance and service excellence
Define and uphold service quality standards across the portfolio, including documentation standards, change management, peer review, and acceptance criteria
Operate a structured QA program: spot checks on configuration work, periodic instance audits, and post-engagement reviews on every renewal
Translate CSAT and qualitative feedback into concrete coaching, training, or process changes within 30 days of receipt
Maintain the Service Delivery playbook and runbook library so that every consultant has a defensible default for routine work
Guide delivery systems and tooling
Serve as the business owner for the internal Salesforce org, Asana service request boards, Story Navigator, and Lever as they relate to Managed Services workflows
Partner with Operations and the internal admin team to evolve reporting on capacity, billable hours, forecasts, project margin, and CSAT
Identify automation and AI opportunities within delivery operations, including the application of Idealist Guide capabilities to internal workflow
Hold delivery systems to the same standard we hold client systems: clean data, current documentation, and a reliable audit trail
Develop people and culture across managed service delivery team
Embody Idealist Consulting’s values-aligned management philosophy
Identify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring Manager
Use standardized reviews and quarterly conversations to foster healthy working relationships, identify employee strengths and weaknesses, and support their growth and development within the organization
Encourage professional development and make employee promotion recommendations
Manage performance concerns and realignment plans as needed
Collaborate with HR on compliance of company, state, and local, policies as needed
Partner across the company on outcomes
Collaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as needed
Inform pricing, packaging, and SLA design with on-the-ground data from delivery
Represent Managed Services in the Service Delivery leadership team and contribute to annual planning, hiring, and budget conversations
Help shape the next generation of service offerings, with a particular focus on AI enabled support and humanitarian sector growth