Service Delivery Operations Manager

Job Description

We are looking for a talented Service Delivery Operations Manager to join our growing global team at Sectigo.

The Service Delivery Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on customer support operations, service performance, scalable workflows, Salesforce Service Cloud and Salesforce Community best practices, and measurable customer and partner outcomes. Reporting directly to the Vice President of Service Delivery, this role will have high visibility across the business, including exposure to executive leadership, and will play a meaningful role in improving team performance, operational efficiency, and the experience of customers, partners, and support agents.

This individual will partner cross-functionally with Support, Validation, Onboarding, Professional Services, and Customer Success to extract business requirements, translate them into practical and scalable operating models, and lead initiatives from concept through execution. This is not a purely advisory or design-focused role; the successful candidate will be expected to execute Salesforce project work directly where appropriate, own the delivery of agreed objectives, and remain accountable for the business impact of the work. A key focus will be deploying Salesforce best practices across Service Cloud and Salesforce Community to simplify the agent experience, improve customer self-service, increase process visibility, and ensure scalable support operations. The ideal candidate has built and supported customer-facing service teams in fast-paced environments, is comfortable operating in a target-rich environment, and brings an 80% today over 100% tomorrow mindset to deliver meaningful progress without waiting for perfect conditions.

Here are the core functions, responsibilities, and expectations for this role:

• Lead strategic process improvement initiatives across Service Delivery, with a focus on customer support operations, partner support, escalation management, workflow efficiency, and measurable service outcomes.
• Partner directly with the Vice President of Service Delivery to identify operational priorities, define execution plans, and drive initiatives that improve team performance and customer experience.
• Work cross-functionally with business leaders to gather requirements, align stakeholders, and translate business needs into scalable operational processes and Salesforce-enabled solutions, including hands-on execution of approved project work where appropriate.
• Design and improve support and service delivery workflows that increase efficiency, reduce friction for agents, and provide clear visibility into key milestones, ownership, bottlenecks, and outcomes.
• Develop and maintain Salesforce reporting, dashboards, and operational analytics that enable leadership visibility into performance, workload, process health, SLA adherence, customer experience, and improvement opportunities.
• Deploy and execute Salesforce Service Cloud and Salesforce Community best practices to improve case handling, agent productivity, customer self-service, knowledge accessibility, partner engagement, and the overall support experience.
• Own Salesforce-related project execution from requirements through delivery, including configuration support, reporting changes, process updates, stakeholder coordination, user enablement, and measurement of post-implementation impact.
• Lead effective project meetings, working sessions, and stakeholder reviews by setting clear agendas, driving decisions, documenting action items, and maintaining momentum through execution.
• Evaluate current-state processes, identify gaps and improvement opportunities, and implement practical solutions that balance speed, scalability, adoption, and operational impact.
• Support change management by helping teams adopt new workflows, tools, reporting practices, and operating rhythms while ensuring changes are clearly communicated and easy to follow.
• Bring a practical, action-oriented approach to execution, prioritizing measurable progress and business impact in a fast-moving environment with many competing opportunities.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

• This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
• The targeted compensation package for this role is between CAD 100K and CAD 120K, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

Qualifications

Education:

• BA/BS degree in business, operations, information systems, computer science, or a related field from an accredited college or university is preferred; equivalent hands-on operational leadership experience will also be considered.

Experience:

• Minimum of 7+ years of experience in customer support operations, service delivery, customer success operations, or related customer-facing operational roles.
• Demonstrated experience building, improving, or supporting support/service delivery teams in at least two companies or comparable operating environments.
• Hands-on experience both designing and executing business processes for support, customer success, partner support, escalation management, or other customer-facing service teams.
• Strong hands-on Salesforce Service Cloud experience, including case management, queues, routing, escalation processes, knowledge, reporting, dashboards, workflow design, process visibility, operational measurement, and execution of Salesforce project deliverables.
• Experience deploying Salesforce Community capabilities or comparable customer/partner portal solutions to improve customer self-service, case visibility, knowledge access, and customer or partner engagement.
• Salesforce Administrator certification or comparable Salesforce administration experience is a plus, but this role is primarily focused on service delivery operations, practical Salesforce execution, process design, and measurable business impact.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Proven ability to lead operational improvement initiatives in customer support, service delivery, or customer-facing technology environments.
• Strong analytical competency, including the ability to define meaningful metrics, build actionable Salesforce reports and dashboards, interpret performance trends, and identify improvement opportunities.
• Practical experience applying and executing Salesforce Service Cloud and Salesforce Community best practices to improve agent workflows, customer self-service, knowledge access, case visibility, and overall support experience.
• Ability to work with leaders and frontline teams to extract business requirements and translate them into practical, scalable, and adoption-friendly process designs.
• Highly cross-functional working style, with the ability to bring together stakeholders across departments, functions, and varying levels of Salesforce or process maturity.
• Strong project leadership and meeting facilitation skills, including the ability to create structure, drive alignment, manage action items, and maintain execution momentum.
• Comfortable operating in a target-rich environment where prioritization, speed, practical judgment, and follow-through are critical to success.
• A builder mindset with a strong drive for growth, ownership, and measurable business impact; energized by the opportunity to create structure, solve real problems, execute project work, and drive meaningful change.
• Versatile operator who can move fluidly between strategy, requirements gathering, Salesforce execution, stakeholder communication, change management, and outcome measurement.
• Excellent communication skills, both verbally and in writing, with the ability to communicate clearly with frontline teams, cross-functional partners, and executive leadership.

Additional Information

Sectigo is an Equal Opportunity Employer.

At Sectigo, we are committed to providing equal opportunities throughout your career. We hire and promote the most qualified individuals based on their skills, experience, job requirements, and business needs. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, pregnancy, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable laws in the countries where we operate.

Our “One Sectigo” culture fosters a strong sense of belonging and supports a respectful, inclusive workplace free from discrimination and harassment.

Use of Artificial Intelligence (AI) in Our Hiring Process at Sectigo:

To enhance your experience, Sectigo may use Artificial Intelligence (AI) tools during the recruitment process. We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.