Service Delivery Manager

Summary

Join Domino's team as a Service Delivery Manager (SDM) and play a pivotal role in delivering cutting-edge AI solutions to major clients. You will act as a liaison between clients and internal teams, ensuring seamless project delivery and exceeding service level agreements. This role demands strong communication, problem-solving, and organizational skills, along with a minimum of 5 years of professional experience and 1 year in a client-facing consulting role. You will build custom solutions, collaborate with the Domino team, and prioritize customer feedback to continuously improve service delivery. The position offers competitive compensation, benefits, and opportunities for professional growth within the dynamic field of AI.

Requirements

• 5+ years of professional experience
• Minimum 1 year experience in a client facing consulting role
• Background in Engineering, Business or IT Management
• Strong interpersonal and communication skills
• High working ethics standards
• Capable of managing stress and have a growth mindset
• Exceptional organizational skills with very structured and sharp mind, good problem solving skills
• Clear articulation of what “excellent” looks likes in project implementation and Customer Success
• Can easily communicate clear, focused points of view
• Likes working with numbers, striving to improve KPIs and can do quick calculations

Responsibilities

• Build custom solutions for customers that integrate with Domino to enhance the customer experience. The solutions built should be well documented, tested, built with high quality, on time and on budget
• Collaborate with the larger Domino team to ensure that the customer's voice is being heard with regards to feature or bug prioritization as well as feedback on the platform
• Ensure quick escalation and resolution of any issues related to PS projects
• Become a trusted customer partner ensuring predictability, sharing of project and PS artifacts/communication and ensuring PS support is on track
• Dedicate time to consistently upgrade skills and knowledge. This includes training in areas such Agile project management and Data Science for leaders. The newly acquired skills should not remain theoretical; they should be actively incorporated into client solutions, showcasing the ability to leverage knowledge for project outcomes
• Regularly solicit feedback from customers regarding the quality, effectiveness, and relevance of solutions delivered. Use this feedback not only as a metric of personal success but also as a means to identify areas of improvement, ensuring that the solutions provided align perfectly with client needs and expectations
• Lead customer discussions, showcasing PS’s accomplishments and planned workstreams. Ensure clarity and simplicity when explaining complex ideas, aiming for easy understanding for both technical and business audiences
• Track Professional Services KPIs and strive to reach better results

Preferred Qualifications

Ideally having worked for a software company (in Professional Services), understanding release cycles and implications

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends