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Service Delivery Operations Manager

Sectigo
Ottawa, CAN
Full Time
Manager
Onsite
1 weeks ago
Salesforce Service CloudSalesforce CommunityProcess ImprovementCustomer Support OperationsProject ManagementStakeholder Management
Free

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Key skills for this role

Salesforce Service CloudSalesforce CommunityProcess Improvement
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Company Description

  • Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled.
  • Sectigo is one of the largest, longest standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500.

Core Functions, Responsibilities, and Expectations

  • 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.

Qualifications

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

Additional Information

  • 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.

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