Service Delivery Manager (Brand Protection)
We are looking for a strategic and process-driven Service Delivery Manager with a technical mindset to lead the post-sales service lifecycle.
This is a high-impact role where you will act as the bridge between our complex SaaS product and client success.
A core part of your mission will be overseeing the Onboarding lifecycle and establishing a Services QA framework. You will work in lockstep with Customer Success Managers (CSMs) to ensure that every implementation is technically sound, high-quality, and delivered with a consultant-level mindset.
Key Responsibilities
- CSM & Client Partnership: Collaborate closely with Customer Success Managers to align client expectations with technical delivery. You will lead the governance
- Onboarding Excellence: overhaul the onboarding framework to ensure a smooth transition for new clients, reducing "time-to-value" and ensuring the product is configured correctly from day one.
- Services QA Implementation: Define and supervise quality standards for the services team. You will ensure that all deliverables—reports, configurations, and brand audits—meet the highest quality benchmarks before reaching the client.
- Service Guardrails & Commercial Alignment: Establish and govern clear service boundaries by partnering with Sales to ensure all contracts are technically deliverable and profitable, while proactively managing Product and IT dependencies to guarantee seamless, scalable execution.
- Team Coaching & Mentoring: Transform a task-oriented operations team into a client-facing service unit. You will train them to understand the end-to-end service journey and handle complex client interactions with confidence.
- Lean Process Optimization: Apply Lean methodologies to identify bottlenecks in the delivery flow, ensuring the team operates efficiently while maintaining technical excellence.
- Product Mastery: Deep-dive into the technical complexities of our SaaS platform to solve "end-to-end" challenges and translate product logic into daily operational success.
Qualifications
Requirements to succeed
- Experience: 5+ years in Project Management, Delivery Management, or Implementation within a SaaS environment.
- Specialized Knowledge: Proven experience managing Onboarding workflows and implementing Quality Assurance (QA) processes within a service or operations department.
- Client-Facing Skills: Strong track record of collaborating with Customer Success and managing direct client relationships in English.
- Methodology: Solid understanding of Project Management frameworks; Lean or Six Sigma experience is highly preferred.
- Technical Acumen: Ability to grasp complex data flows and software architecture to solve daily implementation hurdles.
- Location: Must be based in Barcelona with a strong fit for a fast-paced, international tech culture.
Additional Information
What we offer
- A friendly, diverse, and international team.
- You’ll have top-notch Private Health Insurance, fully covered by the company.
- 23 working days of holidays per year, plus the local public holidays.
- Indefinite Contract.
- Fridays we have reduced working hours. And every weekday during August.
- Tax relief/ ¨Retribución Flexible¨ will also be available for you.
- We offer a discount with the amazing DIR gyms!
- We have a Referral policy with a very sweet Bonus scheme.
- We have a hybrid model, with a flexible start time.
- At the office, we offer fresh fruit, and a huge variety of different kinds of milk, coffee, thé, and cereals.
- We also host monthly after works and internal events with guest speakers that allow us to share good times together and learn something new!
We are an equal opportunity employer and value diversity at our company. We encourage all applicants, regardless of race, religion or belief (if any), color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.
If you think this is the right move for you and you match the description, just apply! We'll get in touch with you for an interview if you are one of the selected candidates.