Salesforce for Nonprofits Service Delivery Manager: Support Services

Are you tenacious, pragmatic, and possessed of a keen sense of humor? You might just be an Idealist.At Idealist Consulting, we are big thinkers and innovators committed to global progressive action. Founded in 2006, we help mission-driven organizations grow their impact through Salesforce implementation, marketing automation, and managed services. Our brand principles are simple. Stay Human. Drive Change. Believe in Impact. Nurture Community. Make Time to Play. We are looking for a Service Delivery Manager who lives these values and brings them to the work every day.As the Service Delivery Manager: Support Services you’ll collaborate with the service delivery leadership team to identify, utilize, and drive the efficiency of the people, process and tools necessary to deliver Idealist Consulting’s portfolio of support services.How You'll ContributeOversee service delivery across the Managed Services portfolioOwn the day-to-day delivery rhythm for all managed service engagementsPartner 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.Manage consultant assignment and capacityEvaluate 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.Ensure quality assurance and service excellenceDefine 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.Guide delivery systems and toolingServe 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.Develop people and culture across managed service delivery teamEmbody Idealist Consulting’s values-aligned management philosophyIdentify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring ManagerUse 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 recommendationsManage performance concerns and realignment plans as neededCollaborate with HR on compliance of company, state, and local, policies as needed Partner across the company on outcomesCollaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as neededInform 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.What You Bring to the TableBaseline expectationsFive 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, acc