Service Delivery Manager

Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

Position Overview

The Service Delivery Manager will be part of our growing Service Delivery team at Vera Solutions. This is a unique position where you will have the opportunity to build and lead a team to deliver on Managed Services engagements. This position is a highly collaborative one where you would work both internally and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, the teams, product and most importantly our clients.

You will join a team of passionate individuals with diverse backgrounds and experiences,  all dedicated to improving the way social impact organizations operate. We’re a self-motivated, creative group, and we emphasize collaboration, flexibility, and professionalism.

Primary Responsibilities:
  • Ensure SLAs are being met for clients.
  • Manage a team of Sr Service Delivery Analysts(Sr SDAs), SDAs and Jr SDAs. 
  • Participate in strategy planning and execution with the Global Services Manager.
  • Ensure the team is meeting all standards of service delivery.
  • Collaborate with BD on sales and plan capacity accordingly.
  • Manage escalations from clients.
  • Touch base with clients regularly to ensure service delivery quality.
  • Monitor and report on product quality, adoption and user feedback throughout the customer’s lifecycle.

Qualifications and Experience

Essential:
  • Ability to speak Portuguese fluently.
  • Demonstrate interest in Social Impact space.
  • 4-6 years of professional experience.
  • 3-5 years of experience working for a SaaS product.
  • 3-5 years of experience working in Client Facing roles.
  • 2-3 years of People Management experience.
  • Salesforce Administrator certification (Desirable).
  • Strong aptitude for technology and data.
  • Curiosity and problem solving skills.
  • Excellent written and verbal communication skills (English).
  • Client relationship management skills. 
  • Detail-oriented; efficient with excellent multitasking and organizational skills.
  • Collaborative spirit; consistent desire to learn, improve and grow.

Compensation & Benefits

Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

Paid Time Off

38 days of paid leave each year, including local and company-wide holidays and a December break.

Health Care

Vera covers 100% of medical, dental, and visual plan premiums.

Phantom Equity

All staff participate in Vera’s phantom equity plan.

Wellness Leave

We do not cap sick leave. If you’re sick, we hope you get better!

Retirement

Vera offers a retirement plan and contribution matching to all of its staff.

Getaway Benefit

An annual stipend to spend on travel and physical, emotional, and mental well-being.

Student Loans

To help employees with outstanding student loans, Vera offers a Student Loan Benefit.

Child Benefit

In addition to robust paid parental leave, Vera assists with the costs of child care.

How to Apply

To apply, fill out the online application (attaching CV). Please contact jobs@verasolutions.org with any additional questions.

What makes Vera such a great place to work?

Our Values

In everything we do, we’re guided by our core values: Excellence, Sustainability, Teamwork, Leadership, and Impact

Our Mission

As a certified B Corporation, we meet the highest social and environmental standards in pursuit of our mission.

Our Global Team

Our wonderfully diverse team spans 5 continents and speaks more than 15 different languages.

Growth Opportunities

We are invested in and committed to making training, learning, and development one of Vera’s signature strengths.

Diversity & Inclusion

We value our culture of diversity and inclusion in the workplace. We bring our full selves to work and position each other to thrive.

Rising Leaders Program

We run an annual leadership development initiative for emerging leaders at Vera.