Service Delivery Manager

* EnergyCAP, LLC is an industry\-leading and award\-winning software company focused on energy and sustainability management. EnergyCAP is trusted by 10,000\+ Energy and Sustainability professionals across the country to be their single source of truth for financial\-grade, actionable data to better manage resources, reduce carbon, and drive savings. If you’re looking for a role that enables you to do what you do best while making the future more sustainable, this is the role for you! Our core values are: Accountability, Impact, Innovation, Integrity, and Teamwork. Build a more sustainable future with us! Visit www.EnergyCAP.com to learn more. **About the Role** Service delivery is at the heart of EnergyCAP’s ability to earn and retain customer trust, scale responsibly, and operate with excellence. The Service Delivery Manager plays a pivotal role in transforming service delivery into predictable, accountable, and scalable operation. This role exists to bring structure and clarity to a complex, fast\-moving environment by defining how work gets done, aligning effort to measurable outcomes, and ensuring consistent delivery against customer and business expectations. As the Service Delivery Manager, you will lead a team of Service Delivery Specialists across multiple workflows while introducing operational discipline, clear standards, and accountability within a tenured, highly knowledgeable team. You will operate at the intersection of people, process, and performance, ensuring that delivery commitments are visible, reliable, and repeatable. This is a unique opportunity to build foundational service delivery capabilities in a growing organization, where your leadership will directly improve efficiency, reduce delivery risk, and enable scalable growth without sacrificing quality. **What** **You’ll** **Do** * **Define, document, and continuously refine** **service delivery workflows**, including standard units of work and operating procedures * **Plan and actively manage** **team capacity and headcount** to balance demand across complex, competing priorities * Own and enforce the **one (1\) business day SLA** for all customer\-facing tickets, including real\-time queue monitoring and corrective action * Ensure delivery commitments are **predictable and consistently met** through disciplined prioritization and execution * Monitor and report on **delivery performance** using metrics, dashboards, and operational reviews * Lead **performance management**, including goal setting, coaching, feedback, and formal improvement plans * Create and reinforce a culture of **accountability, ownership, and measurable results** * Manage **subcontracted service partners**, including coordination, performance tracking, and accountability to quality and turnaround standards * Serve as a **primary escalation point** for customer delivery issues, leading resolution with clarity and cross\-functional alignment * Drive **continuous improvemen