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Salesforce for Nonprofits Service Delivery Manager: Support Services

1 hour, 57 minutes ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Asana Salesforce
Apply Now
Idealist Consulting

Idealist Consulting

Idealist Consulting provides Salesforce implementation, marketing automation, and custom application development services specifically designed to support the growth and impact of nonprofits and small businesses.

Professional Services
51-250
Founded 2000
View All Jobs 6

Description

  • Oversee service delivery across the Managed Services portfolio and own the day-to-day delivery rhythm for all engagements.
  • Partner with Client Success to turn renewal goals, account plans, and CSAT feedback into operational changes.
  • Run weekly portfolio reviews covering hours burn, SLA performance, risk signals, and consultant load, and escalate issues proactively.
  • Serve as the executive escalation point for unresolved client issues in the support portfolio.
  • Evaluate, assign, and rebalance consultants across engagements based on skill match, client context, team cohesion, and capacity.
  • Maintain a forward-looking capacity model and protect on-target utilization while supporting humane workloads and learning time.
  • Oversee quality assurance standards, including documentation, change management, peer review, acceptance criteria, and post-engagement reviews.
  • Maintain the Service Delivery playbook and runbook library so consultants have clear defaults for routine work.
  • Own internal delivery tools and systems, including Salesforce, Asana, Story Navigator, and Lever as they relate to managed services workflows.
  • Partner with Operations, HR, Sales, and Client Success on reporting, hiring, onboarding, pricing, packaging, SLA design, and annual planning.

Requirements

  • 5+ years in professional services or technical service delivery, with direct ownership of a managed services, support, or post-implementation portfolio.
  • 3+ years leading people in a service delivery context, including W-2 employees and contracted consultants.
  • Working knowledge of Salesforce, including NPSP, Nonprofit Cloud, Experience Cloud, and common third-party tools.
  • Experience operating SLAs, escalation paths, and structured QA in a billable services environment.
  • Comfort with capacity planning, utilization analysis, and project margin reporting, including the ability to read a P&L for a service line.
  • Excellent written and verbal communication skills, including the ability to provide calm, accurate client updates under pressure.
  • Ability to mitigate conflict in real time, manage competing priorities, and solve problems within established processes.
  • Salesforce Certified Administrator or higher is preferred.
  • PMP, ITIL Foundations, or a comparable service delivery credential is preferred.
  • Direct nonprofit experience, especially in humanitarian, community development, or environmental sectors, is preferred.
  • Experience standing up or modernizing a managed services practice, including SLA design and runbook creation, is preferred.
  • Hands-on AI deployment experience inside a delivery organization, such as prompt libraries, agentic workflows, or playbooks, is preferred.
  • Experience with Asana, Lever ATS, or comparable tools is preferred.

Benefits

  • Equitable total compensation with a base salary of $85,000 to $120,000, commensurate with experience.
  • Standardized growth targets at 90 days, 1 year, and beyond.
  • Hybrid work policy with remote options and flexible workday scheduling.
  • Humane no-overtime workweeks.
  • Tiered healthcare coverage with HSA/FSA contribution match.
  • Generous paid time off and family leave policies.
  • Paid volunteer time.
  • 401(k) employer match and short-term leave available with tenure.
  • Annual learning stipend and paid time during the workday to use it.

Interested in this position?

Apply directly on the company website

Apply Now

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