Service Delivery Manager

Salute Inc.

3d•$80,000 - $95,000

About The Position

Salute is a leading provider of cutting-edge Data Center Infrastructure Services, dedicated to serving data center clients worldwide. We pride ourselves on delivering sustainable solutions, unparalleled reliability, and outstanding customer service. As we continue to grow, we are seeking a dynamic and experienced Service Delivery Manager to join our team and drive our relationships with hyperscale clients to new heights. The Service Delivery Manager (SDM) is responsible regularly assessing and nurturing the health of their assigned portfolio and ensuring the timely and accurate delivery of solutions to new and existing customers. This role blends proactive customer success, technical pre-sale support, and post-sale oversight. You will coordinate cross-functional teams, oversee the delivery of proposals and solutions, and ensure contracted SLAs are achieved. The ideal candidate is comfortable in customer conversations and skilled with internal collaboration & leadership in mission critical environments.

Requirements

5+ years of experience in a customer‑facing role, demonstrating strong customer advocacy, service delivery, operational execution, and cross‑functional collaboration, regardless of formal job title.
Excellent written and verbal communication skills (to all audiences from Operations to Exec.)
Ability to translate technical details into business outcomes. (Garner meaningful insights from performance metrics)
Proficiency with CRM/CPQ tools.
Experience with stakeholder management.

Nice To Haves

Background in mission critical environments and/or data center operations
Experience creating RFP/RFI/RFQ responses and building reusable proposal content.
Familiarity with Salesforce/Revenue Cloud (or similar CPQ)
Bachelor’s degree in business or technology related fields.

Responsibilities

Customer Relationship Management (Post-Sale Responsibilities)
Foster relationships across all levels (exec to operator) providing comprehensive reports and insights with data-informed action plans, risk registers, etc.
Proactively monitor account health, anticipate and monitor risks, and coordinate mitigations across Operations, EHS, Business Development, and any other peripheral departments.
Work with ops management/solutions to translate business outcomes into measurable service objectives
Administration (Pre-Sale to Signature)
Partner with Strategic Accounts Directors & Solutions Engineers to discover, qualify, and scope opportunities.
Participate in cross-functional teams to determine technical requirements, conduct site walks, and assess solution viability.
Respond to RFPs/RFIs/RFQs with accurate reusable content
Populate & periodically upkeep reusable content within our sales content library, coordinating with SMEs/Ops Teams & solution engineers to fill in the blanks.
Service Delivery
Own customer onboarding & internal alignment: run kickoffs, define RACI matrices, and align on SLAs, comms channels, escalation paths, etc.
Ensure operational readiness: Keep Solutions Engineers, Strategic Accounts Directors on the same page; Handle turnover to transition team, monitor adherence to early schedules and identify/track/remedy risks during transition.
Track delivery performance on portfolio accounts.
Assessing the existing services provided and effectively promoting the value of our extended service offerings
Continuously observe what the customer needs & compare it to what we offer.
For established accounts only
lead incident/post-incident reviews
drive continuous improvement with measurable corrective and preventative actions (CAPAs).
Tracking renewals, extensions, change orders
For new accounts only
Monitor status of deliverables & due outs, keep the sales process moving forward.
Responsible for creating change orders / identifying scope variations and maintaining margin targets through disciplined delivery management.
Cross-Functional Leadership
Collaborate with EHS, Talent Acquisition, Transition Team/Ops Team, and Finance on compliance, training, workforce planning, and billing hygiene.
Establish/Share reusable content & assets: RFP/RFI content, discovery checklists, proposal templates, and acceptance criteria.
Conduct Quarterly IBRs (Internal Business Reviews; Ops Sr. Management, Sr. Sales, Applicable Exec. Leadership; Overview of whole portfolio, not one for each account)

Benefits

Time to Recharge: Enjoy 8 company-paid holidays, 2 floating holidays, and PTO so you can rest, celebrate, and take care of what matters most.
Comprehensive Benefits Package: Including Medical, Dental, and Vision that you can enroll in starting on Day 1. Coverage begins the first of the month following 30-days of employment.
Peace of Mind: The Employee Assistance Program is available to all employees, even if you do not participate in the benefits package.
Your financial future matters: Enjoy our employer-supported 401(K) with immediate 100% vesting, plus a 3% employer match and a 50% match on the next 2%.
Wellness Support: Access to HSA, mental health resources, and gym discounts—because your health matters.
Extra Protection & Perks: Through discounted group programs, such as legal services, home & auto insurance, pet insurance, and ID theft protection for life’s unexpected moments.

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