Sectigo
Service Delivery Operations Manager
Ottawa, ON, Canada · Full-time
Sponsorship not specifiedDetected 12 days ago
AccessibilityStakeholder ManagementSalesforceProcess ImprovementCustomer SuccessCustomer SupportLeadershipCommunication
About the role
- This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
Responsibilities
- Lead strategic process improvement initiatives across Service Delivery, with a focus on customer support operations, partner support, escalation management, workflow efficiency, and measurable service outcomes.
- Partner directly with the Vice President of Service Delivery to identify operational priorities, define execution plans, and drive initiatives that improve team performance and customer experience.
- Design and improve support and service delivery workflows that increase efficiency, reduce friction for agents, and provide clear visibility into key milestones, ownership, bottlenecks, and outcomes.
- Deploy and execute Salesforce Service Cloud and Salesforce Community best practices to improve case handling, agent productivity, customer self-service, knowledge accessibility, partner engagement, and the overall support experience.
- Own Salesforce-related project execution from requirements through delivery, including configuration support, reporting changes, process updates, stakeholder coordination, user enablement, and measurement of post-implementation impact.
- Lead effective project meetings, working sessions, and stakeholder reviews by setting clear agendas, driving decisions, documenting action items, and maintaining momentum through execution.
- Evaluate current-state processes, identify gaps and improvement opportunities, and implement practical solutions that balance speed, scalability, adoption, and operational impact.
- Support change management by helping teams adopt new workflows, tools, reporting practices, and operating rhythms while ensuring changes are clearly communicated and easy to follow.
- Demonstrated experience building, improving, or supporting support/service delivery teams in at least two companies or comparable operating environments.
- Hands-on experience both designing and executing business processes for support, customer success, partner support, escalation management, or other customer-facing service teams.
Nice to have
- BA/BS degree in business, operations, information systems, computer science, or a related field from an accredited college or university is preferred
- equivalent hands-on operational leadership experience will also be considered.
- Minimum of 7+ years of experience in customer support operations, service delivery, customer success operations, or related customer-facing operational roles.
- Highly cross-functional working style, with the ability to bring together stakeholders across departments, functions, and varying levels of Salesforce or process maturity.
- Comfortable operating in a target-rich environment where prioritization, speed, practical judgment, and follow-through are critical to success.
Skills
- Simplicity at Scale.
Benefits
- The targeted compensation package for this role is between CAD 100K and CAD 120K, subject upon internal equity and years of experience.
Company info
- We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.
- Global team.
- At Sectigo, we believe doing good is good business.
- Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally.
- Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into
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This listing is sourced directly from Sectigo's careers page and normalized into a canonical job model.