Salesforce for Nonprofits: Service Delivery Manager

Are you tenacious, pragmatic, with a keen sense of humor? You just might be an Idealist.

At Idealist Consulting, we help organizations grow through Salesforce implementation, managed services, and custom application development. We are innovators and problem-solvers committed to global progressive action; delivering innovative technical solutions to empower organizations working on some of the world's most important causes and aspire to do no harm and benefit all.

We’re looking for a Service Delivery Manager to join our Client Services team. You’ll collaborate with other Client Services leaders to identify, utilize, and drive efficiency of the people, process and tools necessary to deliver Idealist Consulting’s Services.

Service Delivery Manager is a full-time exempt role on the Client Services team and reports to the Director of Service Delivery.

• Identify, develop, and retain Consultant teams 
• Partner with HR to identify resource needs, define ideal candidate profiles, conduct interviews, and negotiate terms
• Conduct new hire training
• Manage and develop employees, contractors, and select vendors
• Evaluate and assign project resources to ensure project success
• Track projects
• Understand SOWs and budgets
• Assign resources taking into consideration individual skill sets, team cohesion, client requirements, and capacity
• Use capacity reporting to ensure resource availability for current and future projects
• Ensure on-target employee utilization
• Overcome resource limitations utilizing strategic initiatives, including resource development, reallocation, project queues, and different creative problem-solving strategies
• Work with consultants to manage and escalate technical risks
• Collaborate with Client Success team to identify, mitigate, and resolve project roadblocks, cases, and escalations
• Ensure project quality through process improvement, training and development, and documentation
• Lead the development, quality, and consistency of services practice
• Maintain, communicate and ensure use of best practices
• Advise and iterate SLAs and contract assumptions
• Collaborate with the Services Leadership team to identify and prioritize strategic initiatives

• Baseline Expectation:
• 5+ years experience in team leadership as a Service Delivery Manager, Resource Manager, Senior Project Manager, or HR Manager
• Experience in professional services environment, working in technical service delivery or systems process consulting
• Experience using Salesforce as a user or administrator
• Excellent written and verbal communication and presentation skills
• Ability to creatively problem solve within established process
• Ability to be responsive while adjudicating competing priorities
• Ability to gracefully mitigate conflict in real-time
• Extra Credit:
• Salesforce Certified Administrator
• PMP Certification or similar
• Experience with nonprofit business process or fundraising 
• Ability to solve a Rubik’s cube in less than two hours

• Equitable total compensation package with base salary commensurate with experience plus performance bonuses
• Standardized growth targets at 90 days, 6 months, and beyond
• Humane, no-overtime work weeks and a Hybrid Work Policy with remote options and flexible workday scheduling
• $0 Healthcare coverage option with 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

A Little More About Us

Idealist Consulting was founded in 2006 by returning Peace Corps volunteer Rob Jordan to help nonprofits and progressive organizations grow mission impact through technology. We’re committed to delivering innovative technical solutions to empower organizations working on some of the world's most important causes.

Idealist Consulting is an equal opportunity employer. Idealist Consulting does not discriminate against individuals on the basis of race, color, gender, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin in the administration of its consulting and employment policies. We have a majority female leadership team and believe in the B Corp Declaration of Interdependence which states that businesses should aspire to do no harm and benefit all. Read our Commitment to Diversity, Equity, and Inclusion on our Ethics page.