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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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Salesforce Service CloudSalesforce CommunityProcess Improvement
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Company Description

  • Sectigo is a provider of certificate lifecycle management (CLM) solutions, serving over 700,000 customers including 65% of the Fortune 500.
  • Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI.

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.
  • This role reports directly to the Vice President of Service Delivery and has high visibility across the business.

Core Functions and Responsibilities

  • 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.
  • 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.

Compensation

  • The targeted compensation package for this role is between CAD 100K and CAD 120K, subject upon internal equity and years of experience.

Work Schedule

  • This is a full time and in office position, reporting to our Ottawa office 5 days a week.

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.

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.
  • 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.
  • Sectigo may use Artificial Intelligence (AI) tools during the recruitment process.
  • Global team. Global reach. Global impact.

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