Service Delivery Manager (Denver Hybrid or Remote)

Boomi•Denver, CO

3d•Hybrid

About The Position

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more. Join our team as a Service Delivery Manager (SDM) for Managed Cloud Services, where you will be the key operational and strategic liaison for our customers. You will ensure the efficient, reliable, and secure delivery of the managed cloud Boomi integration platform, guaranteeing SLA compliance and driving continuous service improvement. This role requires you to be a strategic partner, crafting tailored solutions that achieve significant results in integration and automation, all while acting as the central point for operational escalations and service reviews.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
Certification in the Boomi Platform.
Strong understanding of Boomi AtomSphere and the overall integration platform features.
Experience with the Cloud and Software-as-a-Service (SaaS) operational paradigm.
Experience and/or certification in one or more major cloud platforms (AWS, Azure, and/or GCP).
Knowledge of technical architecture design/review and skills in troubleshooting integration issues.
Proven experience (8+ years suggested) owning and managing end-to-end service delivery for enterprise clients.
Expertise in applying ITIL practices and managing client Service Level Agreements (SLAs).
General knowledge of common business systems (CRM, ERP) and processes (lead-to-cash, order management).

Nice To Haves

Proven ability to use data (SLAs, platform metrics, incident trends) to generate actionable insights and drive strategic service reviews.
Experience leading organizational or large-scale technical change initiatives related to cloud management services.
Experience managing relationships and performance of third-party vendors
Fluent in other languages

Responsibilities

Act as the primary, proactive liaison between technical service teams and client stakeholders (including C-level executives), ensuring consistent communication flow.
Adapt all messaging for the audience: conveying complex service details using precise technical jargon internally, and translating risks/status into simple, business-impact terms externally.
Assume full ownership of all communication directed to customers regarding upcoming maintenance windows required by the Managed Cloud Services team.
Coordinate and schedule maintenance activities by aligning MCS technical teams with customer availability, ensuring all changes comply with established protocols to minimise service disruption.
Ensure strict adherence to the defined support model where all MCS-related issues are formally initiated by the Customer via support tickets.
Manage the end-to-end service onboarding process, collaborating with the Customer and Account Executives to capture and validate all necessary requirements for the Managed Cloud Services (MCS) build-out.
Ensure a seamless transition of deployed cloud services, verifying connectivity and facilitating a smooth, coordinated handover to the customer.
Maintain active involvement in high-priority managed cloud services incidents and problems, ensuring timely internal resource engagement and driving the resolution process.
Utilise data from customer-generated support tickets to monitor service trends, identify systemic issues, and ensure the support organization is meeting service delivery standards
Ensure all client-requested or recommended platform configuration changes are processed via formal support tickets, facilitating MCS review, approval, and secure deployment in adherence to service standards.
Ensure proactive, clear, and timely communication during and after any major incident or service interruption, setting appropriate client expectations.
Look for opportunities to expand the service or provide additional strategic guidance related to the client's Boomi cloud usage and roadmap.
Own the preparation, presentation and delivery of scheduled Service Review meetings.
Lead discussions with all account stakeholders regarding service performance, operational trends, and cloud services capacity/utilisation.
Champion and prioritize initiatives derived from post-incident reviews and performance analysis to enhance the stability, efficiency, and security of the managed service.
Drive the Root Cause Analysis (RCA) process for recurring issues when engaged, ensuring that permanent fixes are identified, owned, and implemented by the relevant technical teams.
Ensure that all operational documentation, runbooks, and client-specific procedures are up-to-date and followed by the service delivery team.
Proactively identify service risks (eg: expiring certifications, compliance gaps, etc) and present mitigation plans to the customer.