Idealist Consulting · USA
We are looking for a Service Delivery Manager who lives our values and brings them to the work every day. As the Service Delivery Manager: Support Services, you'll collaborate with the service delivery leadership team to identify, utilize, and drive the efficiency of the people, process and tools necessary to deliver Idealist Consulting's portfolio of support services.
About the Role
As the Service Delivery Manager: Support Services you'll collaborate with the service delivery leadership team to identify, utilize, and drive the efficiency of the people, process and tools necessary to deliver Idealist Consulting's portfolio of support services.
Responsibilities
Oversee service delivery across the Managed Services portfolio
Own the day-to-day delivery rhythm for all managed service engagements
Partner with Client Success to translate renewal goals, account plans, and CSAT feedback into operational adjustments
Run a weekly portfolio review covering hours burn, SLA performance, risk signals, and consultant load; escalate proactively to the Director of Service Delivery.
Serve as the executive escalation point for unresolved client issues in the support portfolio.
Manage consultant assignment and capacity
Evaluate and assign consultants to engagements based on skill match, team cohesion, client context, and capacity.
Maintain a forward looking capacity model across roles and flag gaps in advance.
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.