Position Overview
As Service Delivery Manager at flowmondo, you will be joining the exciting area of automation, AI and nocode development. We are a top 5 rated Zapier and Airtable partner globally, with an ambitious vision to lead in the booming automation and AI services market.
As our SDM, you will embody our core value of "Deliver with Excellence" whilst leading our professional services functions. Working towards our vision of being the trusted partner for scaling professional and technical service companies, you'll play a pivotal role in keeping our bold promises to customers as we scale rapidly for the foreseeable future.
Key ResponsibilitiesStrategic Service Leadership
Bottom line our service delivery operations to drive us forward in our mission to make digital transformation as easy as ordering pizza. Partner with the CTO and Growth Lead to ensure an unrivalled customer experience from the very first contact, resulting in raving brand evangelists.
Professional Services Excellence
Guide our professional services team in delivering solutions that align with our "Start now, start anywhere" philosophy, ensuring we maintain healthy commercials throughout. Oversee the implementation of technology-agnostic solutions that drive client success.
Service Quality Management
Own our quality assurance and customer satisfaction efforts, embodying our "deliver with excellence" value through consistent, high-quality service delivery. Establish and maintain service level agreements that support our ambitious growth and retention targets.
Team Development and Culture
Contribute to an environment that reflects our values, building a culture that demonstrates “having each others’ backs" across the service delivery teams whilst continually raising the standard. Foster a workplace where teams default to rapid action.
Process Innovation
Implement and maintain service delivery frameworks that support our technology-agnostic and agile delivery approach. Own and continuously optimise our delivery processes to enhance efficiency and client outcomes. Be a passionate product owner of our supporting systems.
Partnerships and Communication Leadership
Demonstrate our "communicate courageously" value in all stakeholder interactions, ensuring truthful and continuous communication whilst maintaining our high client retention targets. Build strong relationships with key stakeholders across our client portfolio. Be on the front foot and pragmatic.
Problem Solving & Risk Management
Be prepared to roll your sleeves up and fix any problem thrown up in the process of keeping our promises to stakeholders. Maintain awareness of commercial risk; proactively mitigating to maximise profitable delivery of results.
Resource Allocation & Prioritisation
Carefully manage our available resource and always be able to answer the “when can we” questions to internal and external stakeholders. Maintain robust resourcing schedule and continuously work to extend our horizon of certainty into the future and be able to rapidly reprioritise in a dynamic environment. Take ownership for talent acquisition and onboarding with a future focused team growth plan.
Performance Management
Own key metrics including:
* Delivery Capacity Utilisation
* Labour Efficiency Rate
* Average Self-Led Time
* Managed Service Clients Live
* CSAT/NPS
* Client Retention Rate
* Bold Promises Kept
Required Experience and Skills
* 6+ years experience in service delivery leadership roles
* Proven experience in service delivery management within a professional services environment (preferably agency, consultancy or IT services).
* Excited by growth and ready to take ownership of service delivery with a proven plan
* Excellent people management skills
Technical Expertise
* Strong understanding of automation and nocode/lowcode platforms highly advantageous
* Practical experience with work management apps (ClickUp highly advantageous)
* ITIL certification preferred
* Project/Programme management qualification
* Extensive experience and proficiency in resource management; finer details come naturally to you
* Strong awareness of agile methodologies including scrum with the ability to design your own framework in our reality
Leadership and Culture
* Demonstrated alignment with our core values:
* Communicate courageously
* Roll up your sleeves
* Deliver with excellence
* Make it beautiful
* Care emphatically
* Strong track record of building and developing high-performing cross-functional teams
* Experience in maintaining high CSAT/NPS scores
* Excellent stakeholder management capability
Business Acumen
* Understanding of professional services business models
* Experience in resource optimisation and capacity planning
* Ability to balance quality delivery with commercial objectives
* Track record of scaling service delivery operations
Benefits Package
* Competitive salary with the potential of a performance-related bonuses
* Professional development opportunities
* Be part of a thriving company with a compelling vision
* Work within a values-driven culture
* Collaborative team environment with a "roll up your sleeves" mentality
* Flexible working arrangements: Flexitime and hybrid working
* Private healthcare cover
About flowmondo
We help scaling professional and technical service companies around the world transform their operations and unleash their data with integration, automation, AI and nocode development services. We are a top rated certified partner of Zapier, Airtable and growing fast!