Services Delivery Manager

About the Role

We are seeking a motivated and detail-oriented Services Delivery Manager to oversee the operational delivery, strategic administration, and continuous improvement of recurring regulatory review and information governance service engagements. This role serves as a key member of the Information Governance team and independently manages client service delivery strategies, operational workflows, escalation resolution, and program performance.

Responsibilities

• Manage recurring information governance service engagements and determine service delivery priorities, execution strategies, and operational approaches necessary to achieve client and business objectives.
• Exercise independent judgment in evaluating operational risks, resolving client escalations, determining corrective actions, and balancing competing business priorities to ensure effective service delivery and customer satisfaction.
• Develop, maintain, and refine service delivery standards, operational procedures, escalation protocols, quality assurance processes, and performance methodologies.
• Identify opportunities for operational improvement and implement approved enhancements to improve scalability, efficiency, and service quality.
• Monitor and analyze service delivery performance, operational metrics, utilization trends, and engagement profitability; identify performance gaps, implement corrective actions, and recommend operational improvements.
• Serve as a primary point of contact for assigned engagements and maintain strong client relationships through proactive communication, service oversight, issue resolution, and strategic coordination.
• Evaluate workload demands, service requirements, and operational priorities to develop resource allocation recommendations and capacity plans supporting effective service delivery and business objectives.
• Coordinate and influence activities across Information Governance, Client Support, Sales, Product, Billing, and Research teams to achieve service delivery objectives and resolve operational challenges.
• Prepare, analyze, and maintain operational reports, service metrics, engagement tracking, and program performance data to support decision-making, performance management, and continuous improvement efforts.
• Identify customer adoption, training, and enablement opportunities and coordinate delivery of onboarding materials, support resources, and user education initiatives.
• Lead internal and client meetings with clearly defined agendas, action items, timelines, status updates, and follow-up accountability.

Requirements

• Bachelor’s degree or equivalent professional experience preferred.
• 3+ years of experience in project management, program management, client services, operations, or related fields.
• Experience managing recurring client engagements, operational workflows, or managed services preferred.
• Experience in information governance, compliance, SaaS implementation, records management, or professional services environments preferred.
• Proficiency in Smartsheet and Microsoft Office Suite.

Skills

• Excellent organizational skills and ability to manage multiple priorities in a dynamic environment.
• Strong communication, stakeholder management, and client relationship skills.
• Demonstrated ability to exercise discretion and independent judgment regarding service delivery strategy, operational priorities, escalation management, and business performance matters.
• Ability to evaluate operational risks, competing business priorities, and customer requirements and make decisions impacting service delivery outcomes.
• Experience developing and implementing operational standards, service delivery methodologies, policies, and procedures.
• Ability to analyze operational performance data, identify trends, and implement corrective actions to improve program effectiveness.
• Strong problem-solving, decision-making, and analytical capabilities.
• Experience coordinating and influencing cross-functional teams to achieve business objectives.
• Ability to make recommendations affecting resource utilization, operational effectiveness, customer satisfaction, and program performance.
• Strong attention to detail with a focus on quality, consistency, and continuous improvement.