Service Delivery Manager

The Service Delivery Manager (SDM) oversees the effective execution of data extraction and web scraping services for our clients. By serving as the central link between our customers and the technical development team, the SDM ensures that project requirements, operational performance, and ongoing value are consistently aligned. This position integrates internal operational supervision, client relationship management, and cross-departmental coordination to uphold superior service standards and ensure customer success.

Roles & Responsibilities:

Data delivery and operational oversight

• Coordinate with development teams to ensure timely, accurate data delivery in line with SLAs and contractual commitments.
• Monitor pipelines, feed performance, costs, and delivery schedules — identifying risks or quality issues early and driving them to resolution.
• Manage the full lifecycle of change requests, from scoping through to delivery and billing, in collaboration with AM and Sales teams.
• Oversee project margin and profitability, partnering with engineering to address operational inefficiencies and maintain visibility into expenditure trends.

Client relationship management

• Serve as the single point of contact for a portfolio of 10–15 enterprise accounts, plus ad hoc management of smaller accounts.
• Build trusted client relationships through proactive communication, transparent reporting, and a clear understanding of each client’s objectives and evolving needs.
• Act as the primary escalation point for service issues, representing client priorities internally and ensuring timely resolution.
• Ensure client expectations are clearly defined and consistently met across the full service lifecycle.

Cross-functional collaboration

• Work closely with engineering, QA, product, infrastructure, and AM/Sales teams to align on client priorities, delivery timelines, and renewal inputs.
• Drive Zyte-side issues — including anti-ban, infrastructure, and SLA credits — through to resolution, keeping all relevant stakeholders informed.

KPI and performance reporting

• Define, track, and report on KPIs covering data quality, delivery performance, uptime, and feed health — for both client and internal audiences.
• Translate technical performance data into clear, meaningful language for clients and stakeholders.
• Maintain up-to-date status tracking across all active engagements and provide leadership with regular visibility into risks and trends.
• Maintain awareness of project margin and commercial performance across the portfolio of customers, highlighting efficiency risks and contributing to effective cost management decisions.

Requirements

• 5+ years of experience in service delivery, account operations, or a similar client-facing operational role.
• Strong stakeholder management and communication skills, with the ability to translate technical concepts into clear business language.
• Experience managing enterprise accounts or similarly complex client portfolios.
• Proven experience managing SLAs, KPIs, and operational reporting in a client-facing role.
• Commercial awareness and experience managing project efficiency and margin.
• Proficiency in analysing and articulating service metrics, including uptime, MTTR, and data pipeline integrity.
• Experience with CRM tools (e.g. Salesforce) and operational reporting platforms.
• Demonstrated ability to identify data delivery risks and drive issues through to resolution.
• Ability to map statements of work to project delivery and successful data outcomes.
• Problem-solving mindset with a track record of escalation handling and cross-functional coordination.
• Familiarity with web scraping, data pipelines, or data services is a strong advantage.

Benefits

• Compensation: 55,000-62,000 EUR/year.
• Team Environment: Become part of a self-motivated, progressive, multi-cultural team.
• Remote Flexibility: Have the freedom & flexibility to work remotely.
• Cutting Edge: Get the chance to work with cutting-edge open source technologies and tools.