Salesforce for Nonprofits Service Delivery Manager: Support Services

Own the day-to-day delivery rhythm for all managed service engagements

Partner with Client Success to translate renewal goals, account plans, and CSAT feedback into operational adjustments 

Run a weekly portfolio review covering hours burn, SLA performance, risk signals, and consultant load; escalate proactively to the Director of Service Delivery.

Serve as the executive escalation point for unresolved client issues in the support portfolio.

Evaluate and assign consultants to engagements based on skill match, team cohesion, client context, and capacity.

Maintain a forward looking capacity model across roles and flag gaps in advance.

Ensure on-target utilization across teams while protecting humane workloads and learning time.

Overcome resource limits through reallocation, queue management, cross-training, and selective contractor expansion.

Define and uphold service quality standards across the portfolio, including documentation standards, change management, peer review, and acceptance criteria.

Operate a structured QA program: spot checks on configuration work, periodic instance audits, and post-engagement reviews on every renewal.

Translate CSAT and qualitative feedback into concrete coaching, training, or process changes within 30 days of receipt.

Maintain the Service Delivery playbook and runbook library so that every consultant has a defensible default for routine work.

Serve as the business owner for the internal Salesforce org, Asana service request boards, Story Navigator, and Lever as they relate to Managed Services workflows.

Partner with Operations and the internal admin team to evolve reporting on capacity, billable hours, forecasts, project margin, and CSAT.

Identify automation and AI opportunities within delivery operations, including the application of Idealist Guide capabilities to internal workflow.

Hold delivery systems to the same standard we hold client systems: clean data, current documentation, and a reliable audit trail.

Embody Idealist Consulting’s values-aligned management philosophy

Identify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring Manager

Use standardized reviews and quarterly conversations to foster healthy working relationships, identify employee strengths and weaknesses, and support their growth and development within the organization.

Encourage professional development and make employee promotion recommendations

Manage performance concerns and realignment plans as needed

Collaborate with HR on compliance of company, state, and local, policies as needed 

Collaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as needed

Inform pricing, packaging, and SLA design with on-the-ground data from delivery.

Represent Managed Services in the Service Delivery leadership team and contribute to annual planning, hiring, and budget conversations.

Help shape the next generation of service offerings, with a particular focus on AI enabled support and humanitarian sector growth.

Five or more years in professional services or technical service delivery, including direct ownership of a managed services, support, or post-implementation portfolio.

Three or more years leading people in a service delivery context, including W-2 employees and contracted consultants.

Working knowledge of Salesforce as a platform, including the nonprofit ecosystem (NPSP, Nonprofit Cloud, Experience Cloud) and common third-party tools.

Demonstrated experience operating SLAs, escalation paths, and structured QA inside a billable services environment.

Comfortable with capacity planning, utilization analysis, and project margin reporting; able to read a P and L for a service line.

Excellent written and verbal communication, including the ability to write a calm, accurate update to a frustrated client at 4:55pm on a Friday.

Ability to mitigate conflict in real time, adjudicate competing priorities, and creatively problem solve inside an established process.

Salesforce Certified Administrator or higher.

PMP, ITIL Foundations, or a comparable service delivery credential.

Direct nonprofit experience, especially in humanitarian, community development, or environmental sectors.

Experience standing up or modernizing a managed services practice, including SLA design and runbook creation.

Hands-on AI deployment experience inside a delivery org (prompt libraries, agentic workflow, playbooks).

Asana, Lever ATS, or comparable tools experience

Ability to solve a Rubik's cube in less than two hours.

Equitable total compensation with base salary commensurate with experience.

Standardized growth targets at 90 days, 1 year, and beyond.

Humane, no overtime work weeks and a Hybrid Work Policy with remote options and flexible workday scheduling.

Tiered healthcare coverage options with HSA/FSA contribution match.

Generous Paid Time Off and Family Leave policies.

Paid Volunteer Time to encourage civic engagement and community involvement.

401k employer match and short-term leave available with tenure.

Annual learning stipend and time inside the workday to use it.