Service Delivery Manager in Madrid, Madrid, Comunidad de at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager based in Spain.

This role offers the opportunity to take end-to-end ownership of service delivery for a portfolio of enterprise customers in a technology-driven environment.
You will act as the central link between customer expectations and technical execution, ensuring reliable, high-quality data services.
The position combines client relationship management, operational oversight, performance monitoring, and commercial awareness.
You will work closely with Engineering, QA, Product, Infrastructure, Project Management, Sales, and Account Management teams to keep delivery aligned with customer needs.
A key part of the role is identifying risks early, managing escalations, and ensuring SLAs, KPIs, and contractual commitments are consistently met.
You will also use operational and financial insights to improve efficiency, service quality, and long-term customer value.
This is an ideal opportunity for an experienced service delivery professional who enjoys solving complex problems and building trusted enterprise relationships.

• Own service delivery and operational performance across a portfolio of approximately 10–15 enterprise customers, with additional support for smaller accounts when required.
• Coordinate with technical and development teams to ensure accurate, timely data delivery in line with SLAs, contractual commitments, and customer expectations.
• Monitor data pipelines, feed performance, costs, delivery schedules, uptime, and quality indicators, identifying operational risks early and driving them through to resolution.
• Manage the complete lifecycle of customer change requests, from initial scoping through delivery and billing, in collaboration with Account Management and Sales teams.
• Oversee project efficiency, margins, and profitability, partnering with technical teams to identify operational inefficiencies and manage expenditure trends.
• Build trusted customer relationships through proactive communication, transparent reporting, and a strong understanding of customer objectives and evolving requirements.
• Serve as the primary escalation point for service issues, representing customer priorities internally and coordinating timely resolution.
• Work cross-functionally with Engineering, QA, Product, Infrastructure, Project Management, Account Management, and Sales teams to align priorities, timelines, renewals, and delivery commitments.
• Drive complex operational issues, including infrastructure challenges, service-level concerns, and data delivery risks, through to resolution while keeping stakeholders informed.
• Define, track, and communicate KPIs covering data quality, delivery performance, uptime, MTTR, feed health, and pipeline integrity.
• Translate technical and operational performance data into clear, actionable business language for customers, internal stakeholders, and leadership.
• Maintain accurate engagement status tracking and provide regular visibility into risks, trends, service performance, and commercial considerations.

• 5+ years of experience in service delivery, account operations, customer operations, or a similar client-facing operational role.
• Proven experience managing enterprise customers or complex client portfolios with multiple stakeholders and competing priorities.
• Strong stakeholder management and communication skills, with the ability to translate technical concepts and performance data into clear business language.
• Demonstrated experience managing SLAs, KPIs, operational reporting, and service performance in a customer-facing environment.
• Strong commercial awareness, including experience monitoring project efficiency, margins, costs, or profitability.
• Ability to analyse and articulate service metrics such as uptime, MTTR, data quality, and data pipeline integrity.
• Experience using CRM platforms such as Salesforce and operational reporting or performance management tools.
• Proven ability to identify data delivery and operational risks, manage escalations, and drive issues through to resolution.
• Experience translating statements of work and customer requirements into effective project delivery and measurable outcomes.
• Strong problem-solving and cross-functional coordination skills, with a proactive approach to preventing recurring issues.
• Ability to build trusted relationships and communicate confidently with enterprise customers and internal technical teams.
• Familiarity with web scraping, data pipelines, data extraction, or data services is a strong advantage.
• Comfortable working in a multicultural, distributed, and technology-focused environment.

• Competitive compensation of €55,000–€62,000 per year.
• Fully remote working arrangement with flexibility in how and where you work.
• Opportunity to work with cutting-edge open-source technologies and tools.
• Collaboration with a self-motivated, progressive, and multicultural team.
• Exposure to complex enterprise customers and large-scale data delivery operations.
• Opportunity to develop expertise across service delivery, technical operations, customer success, and commercial performance.