Service Delivery Manager - Commercial

Description

Vector Solutions is a leading software company delivering an AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.

We’re looking for a Service Delivery Manager to support two key products within our Commercial sector. This is a hands-on, technical role that blends behind-the-scenes product configuration with customer-facing support focused specifically on helping onsite system administrators at our client organizations to support the daily, weekly, and monthly operations of the customer’s administrators.

The ideal candidate is energized by making systems work smarter, taking ownership of technical tasks that directly improve how our customers experience the product.

What You’ll Do

• Serve as an extension of the Customer Success team, building strong working relationships with customer administrators and acting as a trusted, day-to-day point of contact

• Serve as a technical resource for system administrators at client organizations, supporting setup, configuration, and back-end operations across key platforms for our commercial sector

• Perform system administration tasks such as provisioning users, configuring workflows, uploading training plans, and managing user access

• Partner closely with Customer Success Managers to align on customer goals, share account insights, and flag risks or opportunities early

• Collaborate with internal teams (Implementation, Customer Care) to deliver responsive and scalable customer support

• Work with others to understand how we can deliver more value to customers and implement those solutions for your clients

• Set up and fine-tune the platform so it works well for customer needs

• Contribute to system updates and testing during rollouts or enhancements

• Document repeatable workflows and recommend process improvements

• Take on other tasks as assigned

   

What We’re Looking For:

• 3–5 years of experience in a customer-facing role in customer experience, customer care, customer success, technical support, or system administration (ideally in a SaaS industry)

• A customer-first mindset, with experience building relationships and working directly with customers to resolve needs and drive outcomes

• Experience with tasks like UI configuration, user provisioning, and structured data management (CSV imports, bulk updates)

• Technical aptitude and comfort in navigating online platforms and web-based tools

• Bonus: Experience with APIs or integrating systems is a plus

• Excellent problem-solving and critical thinking skills

• Ability to take ownership, work with minimal supervision, and anticipate next steps

• Strong communication skills; able to explain technical work clearly to customers and internal stakeholders

• Willing to work during US Eastern Time business hours

   

What You Can Expect From Us:

• Friendly, open, and casual work environment

• Hybrid work with 2 onsite days per week

• Health HMO coverage up to P200K

• Free dependent upon regularization

• Group life insurance up to P1M coverage

• PTO max of 20 days per year

• Employee Resource Groups

What We Value:

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.

• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.

• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.

• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.

• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.

• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.

• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.