Senior Service Delivery Manager

Serving the People Who Serve the People

 

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

 

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

 

The Senior Service Delivery Manager plays a critical leadership role in ensuring the reliability, compliance, and operational excellence of enterprise-grade SaaS services. This role oversees incident response, change control, disaster recovery, customer communications, SLA management, and compliance documentation, while managing integrations across key operational tools. The ideal candidate brings deep experience in service delivery within complex SaaS environments, strong leadership capabilities, and a proactive approach to continuous improvement and customer satisfaction.

Key Responsibilities:

Leadership & Strategic Oversight

• 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.

Customer Interaction & Communication

• 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.

SLA Management

• 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.

Incident Management

• 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.

Compliance & Documentation

• 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.

Disaster Recovery (DR)

• 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.

Change Control & Release Coordination

• 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.

Tool Integration & Optimization

• 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.

Process Ownership & Tooling

• 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.

Service Delivery Oversight

• 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.

• Qualifications:

  • 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.

  Preferred 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.

USD $125,000.00 - USD $140,000.00 /Yr.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

 

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

 

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

 

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance—starting from day one.

Here’s what you can expect as a U.S.-based team member:

Flexibility & Balance

• 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.

Health & Wellness

• 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.

Family & Future

• 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.

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
  
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.