Salesforce for Nonprofits Service Delivery Manager: Support Services

Oversee service delivery across the Managed Services portfolio

• Own the day-to-day delivery rhythm for all managed service engagements

• Partner 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 capacity

• Evaluate 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 excellence

• Define 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 tooling

• Serve 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 team

• Embody Idealist Consulting’s values-aligned management philosophy

• Identify needs and collaborate with HR on talent sourcing, contract negotiation, and onboarding as Hiring Manager

• Use 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 recommendations

• Manage performance concerns and realignment plans as needed

• Collaborate with HR on compliance of company, state, and local, policies as needed 

Partner across the company on outcomes

• Collaborate with Sales and Client Success to ensure new Managed Services agreements so estimates reflect operational reality as needed

• Inform 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.

Baseline expectations

• Five 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, accurate update to a frustrated client at 4:55pm on a Friday.

• Ability to mitigate conflict in real time, adjudicate competing priorities, and creatively problem solve inside an established process.

Extra credit

• Salesforce Certified Administrator or higher.

• PMP, ITIL Foundations, or a comparable service delivery credential.

• Direct nonprofit experience, especially in humanitarian, community development, or environmental sectors.

• Experience standing up or modernizing a managed services practice, including SLA design and runbook creation.

• Hands-on AI deployment experience inside a delivery org (prompt libraries, agentic workflow, playbooks).

• Asana, Lever ATS, or comparable tools experience

• Ability to solve a Rubik's cube in less than two hours.

• Equitable total compensation with base salary commensurate with experience.

• Standardized growth targets at 90 days, 1 year, and beyond.

• Humane, no overtime work weeks and a Hybrid Work Policy with remote options and flexible workday scheduling.

• Tiered healthcare coverage options with HSA/FSA contribution match.

• Generous Paid Time Off and Family Leave policies.

• Paid Volunteer Time to encourage civic engagement and community involvement.

• 401k employer match and short-term leave available with tenure.

• Annual learning stipend and time inside the workday to use it.