Idealist Consulting
Salesforce for Nonprofits Service Delivery Manager: Support Services
Chicago, IL · Director · Contract
Sponsorship not specified$85k-$120kDetected 51 days ago
Code ReviewSalesforceNegotiationRecruitingHRISLeadershipCommunicationMentoring
About the role
- Are you tenacious, pragmatic, and possessed of a keen sense of humor?
- Idealist Consulting is an equal opportunity employer.
- We have a majority female leadership team and believe in the B Corp Declaration of Interdependence, which states that businesses should aspire to do no harm and benefit all.
Responsibilities
- Maintain the Service Delivery playbook and runbook library so that every consultant has a defensible default for routine work.
- Partner with Operations and the internal admin team to evolve reporting on capacity, billable hours, forecasts, project margin, and CSAT.
- Develop people and culture across managed service delivery team
- Identify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring Manager
- Use standardized reviews and quarterly conversations to foster healthy working relationships, identify employee strengths and weaknesses, and support their growth and development within the organization.
- Manage performance concerns and realignment plans as needed
- Collaborate with HR on compliance of company, state, and local, policies as needed
- Partner across the company on outcomes
- Collaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as needed
- Inform pricing, packaging, and SLA design with on-the-ground data from delivery.
Skills
- How You'll Contribute
- Oversee service delivery across the Managed Services portfolio
- Manage consultant assignment and capacity
- Ensure on-target utilization across teams while protecting humane workloads and learning time.
- Overcome resource limits through reallocation, queue management, cross-training, and selective contractor expansion.
- Ensure quality assurance and service excellence
Compensation
- Represent Managed Services in the Service Delivery leadership team and contribute to annual planning, hiring, and budget conversations.
Company info
- At Idealist Consulting, we are big thinkers and innovators committed to global progressive action.
- Founded in 2006, we help mission-driven organizations grow their impact through Salesforce implementation, marketing automation, and managed services.
- We are looking for a Service Delivery Manager who lives these values and brings them to the work every day.
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