Service Delivery Manager

Blackbaud

(Cambridge, Massachusetts)
Full Time
Job Posting Details
About Blackbaud
Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundations, corporations, education institutions, and the individual change agents who support them.
Summary
As a Blackbaud Service Delivery Manager (SDM) you will be accountable for managing a book of business and the delivery of contracted services (a defined set of day-to-day operational processes (‘run’) which is not restricted by product, division or business unit) for a named book of accounts within the Managed Services division. Managed Services acts as an extension of our client's internal team(s) and provide value through increased efficiencies and improved operations and best practices. The SDM role focuses on client satisfaction, profitability, automation, and quality. The SDM will lead a team of 18-30 individuals to accurately and efficiently deliver Blackbaud services with increased value to our clients. Overseeing effective delivery of the client’s requirements, management of processes and focus on client and vendor relationships, adherence and management of contractual agreements are a table stakes for this role. The SDM will enable proper delivery, manage expectations and grow mutually beneficial relationships with our clients. Specific focus on strong client relationship will be central to your success, along with a mature sense of business and people management for Blackbaud. This role reports directly to the Director, Service Delivery.
Responsibilities
* Develops and foster a consultative relationship with clients and vendors to be seen as a trusted and valued member of their team * Manages relationships with clients’ vendors and agencies * Understands and practices strong communication skills; understanding that coaching toward the right result is often required * Focuses, understands and contributes to the strategic goals and plans of our customers and their vendors as it relates to their contracted services * Communicates complex concepts & issues, selecting language, tone, and format perfectly targeted to the audience. * Ability to influence others to gain consensus on a desired outcome * High degree of autonomy and ability to collaborate across multiple internal and external stakeholder organizations * Understands and demonstrates appropriate internal communication and escalation of critical issues or relationships impactful to client relationships * Creative and critical thinker with the ability to manage multiple priorities * Deliberately thinks innovatively on ways to provide client's solutions and improve Blackbaud processes * Recognizes quickly when client satisfaction may be impacted and takes immediate action * Able to lead their team to success through appropriate staff management skills
Ideal Candidate
* 5-10 years of relevant industry vertical experience preferred * 5-10 years of progressive team management experience * A strong passion for and orientation towards providing a positive customer experience * Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, and confidence both internally and externally * Proven success in a building and growing strong delivery teams * Excellent written and oral communication skills including ability to understand key requirements and deliver strong presentation skills
Compensation and Working Conditions
Reports to Director of Service Delivery

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