Managed Services - Delivery Lead

ABOUT HAKKODA 

Hakkoda is a modern data consultancy that empowers data driven organizations to realize the full value of the Snowflake Data Cloud. We provide consulting and managed services in data architecture, data engineering, analytics and data science. We are renowned for bringing our clients deep expertise, being easy to work with, and being  an amazing place to work! We are looking for curious and creative individuals who want to be part of a fast-paced, dynamic environment, where everyone’s input and efforts are valued. We hire outstanding individuals and give them the opportunity to thrive in a collaborative atmosphere that values learning, growth, and hard work. Our team is distributed across North America, Latin America, and Europe. If you have the desire to be a part of an exciting, challenging, and rapidly-growing Snowflake consulting services company, and if you are passionate about making a difference in this world, we would love to talk to you!.

Role Description:

The Client Delivery & Operations Manager is responsible for managing client relationships, overseeing the delivery of managed services, and driving operational excellence across accounts. This role ensures SLAs, response times, and resolution times are consistently met while fostering a high-performing team culture.

You will serve as the primary client interface for ongoing managed services engagements, proactively aligning delivery to client expectations, and driving continuous improvement. Your role will involve harmonizing service processes, defining and maintaining documentation standards, automating internal workflows, and ensuring operational efficiency through tools like Jira Service Management.

This is a hands-on, leadership-oriented role that combines client-facing responsibilities with operational management, ensuring successful service delivery and high levels of client satisfaction.

• Client Management & Delivery OversightAct as the primary point of contact for clients, ensuring clear communication and alignment on objectives.
• Oversee the successful delivery of managed services, ensuring SLAs, response times, and resolution times are consistently met or exceeded.
• Prepare and lead monthly reports and Quarterly Business Review (QBR) meetings to discuss service performance, improvements, and client feedback.
• Monitor and manage external ticketing systems (integrated with internal tools) to ensure seamless workflows and client satisfaction.
• Foster strong client relationships by understanding their unique challenges and identifying opportunities for value-added services.

• Design and implement a comprehensive documentation strategy, including templates, playbooks, and health checks.
• Define and enforce priority escalation processes (e.g., P0 incident processes).Establish and harmonize the general service catalog, ensuring clarity and consistency across accounts.
• Automate processes in Jira Service Management to streamline workflows, reduce manual effort, and enhance efficiency.
• Optimize monitoring and alerts management across client environments.

• Build a culture of accountability, collaboration, and excellence within the managed services team.
• Support team onboarding, motivation, and professional growth.
• Provide coaching and mentorship to team members, ensuring alignment with service goals and best practices.
• Collaborate with internal teams (staffing, finance, operations) to ensure effective capacity planning and resource utilization.

• Define and maintain metrics for operational performance (e.g., SLA adherence, response times, resolution rates).
• Track and report on key KPIs, ensuring continuous alignment with client expectations and internal goals.
• Identify and implement process improvements to enhance service delivery and team productivity.

• Bachelor’s degree in Information Systems, Business, Computer Science, or a related field.8+ years of experience in managed services, client delivery, or operations management.
• Proven experience in managing client relationships, with a strong focus on SLA and KPI adherence.
• Familiarity with service desk tools like Jira Service Management (automation and workflows a plus).
• Strong documentation and process improvement skills, with a focus on harmonizing service delivery practices.
• Experience preparing and leading QBRs and client-facing reports.
• Knowledge of monitoring and alerting tools for IT operations.
• Exceptional organizational, analytical, and problem-solving skills.
• Strong leadership and interpersonal skills, with experience motivating and managing diverse teams.
• Excellent written and verbal communication skills in English (advanced level required).

• Experience integrating internal and external ticketing systems.
• Familiarity with cloud ecosystems such as Snowflake, AWS, Azure, or GCP.
• Ability to thrive in a dynamic environment, adapt to shifting priorities, and consistently deliver quality results.

Our Benefits:

- Comprehensive Life Insurance: Including dental and vision, wellness, home spa treatments, express doctor visits etc.

- Paid Parental Leave

- Flexible PTO Options

- Company Bonus Program

- Asociación Solidarista

- Technical Training & Certifications

- Extensive Learning and Development Opportunities

- Flexible Work-from-Home Policy

- Work from Anywhere Benefit

Ready to take your career to the next level? 🚀 💻 Apply today👇 and join a team that’s shaping the future!!