Service Delivery Manager

Job Title: Service Delivery Manager

Department: Client Experience

Reporting to: Client Experience Director

Location:Baltimore, MD. This is a hybrid role with 3-days per week required to be worked in the Baltimore, MD office.

Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM local time Monday through Friday. Flexibility of Working Hours dependent on location. Additional hours may be necessary as needed. This position is exempt from overtime.

Compensation: $125,000 - $135,000 annually (commensurate with experience) plus up to 10% annual salary as bonus.

Who we are:

InVita develops specialized medical software for regulated industries that support the advancement of Human Biologics as well as Public Health and Safety. We are the acknowledged leader in the markets we serve. Our subject matter expertise is unmatched in the industry, and our products are used by public health and medical professionals across the globe. We have employees in 11 countries including US, Canada, UK, France, Germany, Spain, Serbia, Romania and North Macedonia.

Overview:

The Service Delivery Manager is a senior, customer facing leadership roles responsible for ensuring an excellent client experience from InVita. The Service Delivery Manager requires strong executive presence, exceptional stakeholder management skills, commercial awareness, technical and product knowledge, and the ability to coordinate effectively across the organization to ensure the delivery of InVita services in line with contractual commitments.

This role will operate in fast-paced, innovative customer environment that require a collaborative approach and a strong understanding of both the customer’s business and the solutions we provide.

Essential Functions/Key Responsibilities:
Relationship Management

• Owns the client relationship on behalf of InVita
• Partner closely with customers as a trusted advisor who deeply understands their unique challenges and goals
• Identify and build relationships with key influencers and decisionmakers within the executive teams of our customers

Contractual Delivery

• Owns the client contact on behalf of InVita
• Ensures services are delivered in line with contractual SLAs
• Ensuring incidents and service requests are delivered in line with contractual SLAs.
• Lead periodic Service Reviews with allocated clients following contract requirements

Service & Incident Management

• Partner with the client to prioritize incidents and service requests.
• Orchestrate across internal teams to ensure timely resolution of incidents and requests.
• Manage key technical service activities, including quarterly security assessments and platform patching.
• Agreeing annual product patching scope and schedules with the client and overseeing implementation as part of the Product Maintenance Lifecycle (typically 2–4 times per year).
• Conduct annual disaster recovery testing.

Transition Management

• Participate in defining and negotiating support frameworks for new customers.
• Manage service transition into production for newly acquired customers.
• Orchestrate internal tech teams to ensure smooth delivery of upgrades for clients.

Continuous Improvement

• Proactively identify problem areas and ensure improvement plans are implemented and tracked.
• Lead the review and improvement on existing KPIs/Metrics to ensure meaningful data is available to support the ongoing delivery of service.
• Lead the review of existing processes, procedures and tooling to support best in class service delivery.

Account Management

• Understand the client’s business roadmap and strategy
• Conduct strategic customer reviews
• Identifying commercial opportunities for additional or upgrades services and products to support sales growth.

Objectives

Maintain high level of client satisfaction.

• Deliver per Service Level Agreement
• Generate concrete upsell, cross sell opportunities for Commercial Teams to pursue
• Improving Customer Support Services.
• Define standard client service management framework.

Compliance Requirements:

The employee is required to comply with all applicable data protection and information security policies and procedures relevant to its role. This includes actively supporting the principles of privacy by design and confidentiality when handling personal and health-related information, as applicable to its role.

The employee shall:

• Ensure appropriate handling of personal and health information in line with confidentiality and integrity standards;

• Report suspected data breaches or security incidents promptly;

• Follow established access control, data classification, and secure communication protocols;

• Participate in mandatory training and audits related to information security and data protection; 

• Apply the company's best practices and guidance to safeguard information assets and support the company's compliance;

• Practice responsibilities as defined in the Information Security Policy in accordance with the employee’s role.

Previous Experiences/Qualifications

• Bachelor’s degree and or equivalent professional experience across service management.
• Knowledge of ITIL framework, qualification highly desirable.
• Experience working in a managed service or regulated industry is beneficial.
• Strong stakeholder and relationship management skills.
• Ability to work unsupervised, operating at a senior management level.
• Ability to make recommendati