Senior Manager, Service Delivery Management

THE ROLE

Pure Global Support is in search of an experienced leader for the Service Delivery Management team!  As the Manager of Service Delivery Management (Americas) at Everpure, you will lead and empower a high-performing team of Service Delivery Managers (SDMs) dedicated to setting a new global benchmark for enterprise customer experience. In this leadership role, you will bridge cross-functional strategy between Global Support, Sales, HR, and Engineering, translating complex customer needs into operational excellence and long-term customer retention across the Americas region. By defining team KPIs, optimizing resource allocation, and driving proactive risk mitigation, your leadership will directly influence customer satisfaction, operational efficiency, and overall business growth.

WHAT YOU'LL DO

• Empower & Develop High-Performing Teams: Lead, mentor, and coach a regional team of Service Delivery Managers by establishing clear performance expectations, fostering a culture of accountability and continuous learning, and driving team success.
• Define Operational Strategy & KPIs: Establish, track, and analyze regional service delivery performance metrics—including productivity, efficiency, and customer satisfaction scores—to present actionable executive insights that continuously elevate service quality.
• Optimize Resource & Account Coverage: Strategically allocate staffing and resources across the Americas to meet evolving enterprise service commitments while optimizing operational cost and delivery efficiency.
• Drive Cross-Functional Alignment & Escalation Leadership: Partner directly with Sales, Engineering, and Global Support leadership to champion seamless service workflows, proactively resolve cross-geographical operational challenges, and mitigate risks before they impact customer success.
• Champion Process Innovation: Oversee the creation and evolution of regional policies, runbooks, and service delivery frameworks, driving continuous improvement initiatives that streamline workflows and enhance customer satisfaction.

WHAT YOU BRING

• Experience: At least 10 years managing high-performance remote teams.
• Service Delivery & Enterprise Leadership: Proven experience leading remote or distributed customer-facing service delivery teams within enterprise technology environments, with demonstrated success in expanding high-functioning organizations.
• Strategic & Cross-Functional Influence: Demonstrated executive presence with the ability to build strong cross-functional partnerships (Sales, Engineering, HR) and negotiate effectively across both technical and business audiences.
• Framework & Tool Mastery: Hands-on experience leveraging modern enterprise service management platforms (such as ServiceNow, Salesforce, and Google Workspace) alongside IT service management principles (e.g., ITIL framework) to optimize operations.
• Agility & Out-of-the-Box Problem Solving: Expert decision-making skills with a track record of identifying operational risks, championing innovative solutions, and managing multiple high-priority initiatives in a fast-paced environment.

Location: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, North Carolina or Lehi office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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