Service Delivery Manager

Company Description NANSENSE Inc. is a global leader in advanced, professional-grade wearable inertial sensing technologies used in motion capture animation, biomechanics, ergonomics, and medical science. The company delivers production-grade solutions to industry-leading organizations, government agencies, production houses, research institutions, and schools worldwide. NANSENSE’s technology enables highly accurate motion analysis and visualization, supporting innovation in both commercial and research settings. Team members contribute to cutting-edge projects that shape the future of motion capture and human movement understanding.
Role Description The Service Delivery Manager is a full-time, remote role responsible for overseeing end-to-end delivery of NANSENSE’s solutions and services to customers. This role manages service performance, coordinates implementation and support activities, and ensures that service level agreements are met or exceeded. Day-to-day tasks include monitoring service metrics, resolving escalated issues, collaborating with technical and product teams, and driving continuous improvement in service processes. The Service Delivery Manager works closely with customers to understand their needs, align expectations, and maintain high levels of satisfaction and retention. The role also involves documenting procedures, reporting on service outcomes, and contributing to best practices for scalable, customer-focused service delivery.
Qualifications
Strong Service Delivery Management and Service Delivery skills, with experience overseeing end-to-end service performance.
Proven ability to drive Customer Satisfaction and deliver high-quality Customer Service in a technical or SaaS environment.
Knowledge of IT Service Management practices, such as incident, problem, and change management frameworks.
Excellent communication, stakeholder management, and relationship-building skills across technical and non-technical teams.
Demonstrated capability in remote work, including time management, self-direction, and effective virtual collaboration.
Analytical skills for interpreting service metrics, identifying trends, and proposing process improvements.
Experience working with enterprise or institutional clients; exposure to motion capture, biomechanics, or related technologies is an advantage.
Bachelor’s degree in Engineering, Computer Science, Business, or a related field, or equivalent practical experience.

Work arrangement
No