Granicus · 9 hours ago
Senior Service Delivery Manager
United States
Full-time
Remote
Senior Level
$114K/yr - $132K/yr
7+ years expGranicus is a company dedicated to transforming the Govtech industry by connecting governments with their constituents. The Senior Service Delivery Manager is responsible for overseeing the reliability and operational excellence of enterprise-grade SaaS services, managing incident response, customer communications, and compliance documentation while driving continuous improvement and customer satisfaction.
Cloud ComputingCollaborationEnterprise SoftwareGovTechSoftwareVideo Streaming
Responsibilities
Lead cross-functional service delivery teams across operations, engineering, support, and security
Drive a culture of accountability, transparency, and continuous improvement
Act as a senior escalation point for service-impacting issues and ensure timely resolution and communication
Collaborate with senior leadership to align service delivery strategies with business goals and customer expectations
Serve as a primary point of contact for enterprise customers during major incidents, planned maintenance, and service changes
Deliver clear, timely, and professional communications to customers regarding service status, incident updates, and release schedules
Build trust and maintain strong relationships with customer stakeholders through consistent engagement and transparency
Partner with Customer Success and Support teams to ensure alignment on service delivery and customer experience
Own and manage customer SLAs, ensuring service performance meets contractual obligations
Monitor SLA metrics and proactively address risks to SLA compliance
Provide regular reporting and insights to internal stakeholders and customers on SLA performance
Drive initiatives to improve SLA adherence and customer satisfaction
Own the incident management lifecycle, including triage, escalation, resolution, and post-incident reviews
Facilitate root cause analysis (RCA) and ensure corrective actions are implemented and documented
Maintain and evolve incident response playbooks tailored to enterprise SaaS environments
Own and maintain process and compliance documentation for FedRAMP, ISO 27001, and SOC 2 Type I, ensuring audit readiness and alignment with regulatory requirements
Partner with security, risk, and legal teams to ensure controls are implemented and monitored effectively
Provide documentation and evidence for internal and external audits
Develop and manage the enterprise SaaS platform’s disaster recovery strategy, including planning, testing, and continuous improvement
Ensure DR plans align with business continuity objectives and meet RTO/RPO targets
Lead cross-functional DR exercises and maintain up-to-date documentation
Oversee the change management process, ensuring changes are assessed, approved, and executed with minimal risk to customers
Chair Change Advisory Board (CAB) meetings and ensure stakeholder alignment
Own and manage the Major Change Calendar, coordinating high-impact changes across teams
Lead customer notifications for planned maintenance, releases, and service-impacting changes, ensuring clear and timely communication
Manage and optimize integrations between operational tools including PagerDuty, Microsoft Teams, Jira, and Pingdom to support incident response, alerting, collaboration, and monitoring
Ensure tools are configured to support SLAs, escalation paths, and reporting requirements
Partner with DevOps and engineering teams to enhance automation and visibility across service delivery workflows
Develop and maintain service delivery processes and documentation using Confluence
Use Jira to manage workflows, track incidents, changes, and service requests
Continuously improve operational processes to support scalability and reliability of enterprise SaaS services
Monitor and report on SLAs, KPIs, and OLAs across platform services
Partner with third-party vendors and cloud providers to ensure service quality and accountability
Drive initiatives to improve customer experience, platform resilience, and operational efficiency
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, or related field; Master's preferred
7+ years of experience in IT service delivery or cloud operations within an enterprise SaaS environment
Proven leadership experience managing cross-functional teams and driving service excellence
Strong knowledge of ITIL practices; ITIL v4 certification preferred
Experience with compliance frameworks including FedRAMP, ISO 27001, SOC 2 Type I
Hands-on experience with Jira, Confluence, PagerDuty, Microsoft Teams, and Pingdom
Strong experience in customer-facing communication and SLA management, especially in high-pressure or service-impacting scenarios
Excellent communication, stakeholder management, and problem-solving skills
Familiarity with cloud-native architectures and platforms (AWS, Azure, GCP)
Experience with service management tools (e.g., ServiceNow, Opsgenie)
Ability to thrive in a fast-paced, customer-focused enterprise SaaS environment
Strong analytical mindset and ability to manage multiple priorities under pressure
Benefits
Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Multiple Health Plan Options – Including a 100% employer-paid plan.
Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
Fitness Reimbursement Program – Stay active, your way.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Paid Parental Leave – For both birthing and non-birthing parents.
Traditional & Roth 401(k) – With a generous company match.
Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Company
Granicus
Granicus provides technology that empowers government organizations to create better lives for the people they serve.
1001-5000 employees
H1B Sponsorship
Granicus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (2)
2022 (3)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$10.3MKey Investors
JMI Equity
2020-12-17Private Equity
2016-08-19Acquired
2014-09-01Private Equity
Leadership Team
Mark Hynes
CEO
Jordan Copland
Chief Financial Officer
Recent News
News is my Business
2025-11-08
Government Technology US
2025-10-24
Company data provided by crunchbase