« Back to Engineering positions

Senior Service Delivery Manager

Engineering

San Mateo

Apply Now

About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 350,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100. 

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

 

The Role

The successful candidate will possess a work style that promotes progress through collaborative teamwork in a dynamic environment. Must be enthusiastically committed to delivering world-class technology solutions and the highest levels of customer service, be committed to continual process, product and performance improvements, be able to communicate with confidence, clarity, and honesty, take initiative and assume ownership of a wide variety of tasks, processes, and deliverables. This position requires a technology background, experience with project management and service delivery, excellent communication skills, and experience in working with executive leadership teams. Successful candidates must be action-oriented, capable of working on concurrent complex projects, and able to communicate clearly and effectively to cross-functional teams and business audiences.

 

Responsibilities

  • Build and maintain strong partnership relationships with engineering teams and customer support teams
  • Participate in engineering project planning process and oversee implementations for on time delivery. Act as Scrum Master for Infrastructure teams.
  • Plan and coordinate infrastructure engineering team maintenance and ensure appropriate quality checks have been completed.
  • Manage support requests and coordinate with engineering teams to deliver services on time.
  • Manage and support technical project within Infrastructure and for projects that reach across engineering.
  • Act as a subject matter expert for the processes and procedures within Service Delivery and Infrastructure
  • Review service failures and produce incident reports when required as part of the problem management process.
  • Produce and maintain service improvement plans tied to organization KPIs
  • Organize and run monthly/quarterly live site health review meetings
  • Identify opportunities for improvement and make recommendations to Infrastructure and Engineering teams
  • Champion collaboration, re-use of existing technologies, solutions, knowledge sharing, and promote the increased use of shared services.
  • Maintain service on-boarding process and ensure new services meet all requirements for launch according to this process.
  • Develop and maintain communications process and ensure internal business partners are well informed
  • Review and track updates to process and technical operations documentation 
  • Produce ad-hoc reports when required (Jira, Google Slides, etc.)

 

Requirements

  • 10+ years of experience in IT, or technical project management role
  • Tenacious problem solver; will own issues until resolved.
  • Excellent communication skills, both written and verbal with great attention to detail.
  • Strong rapport and relationship building skills with both internal departments and external customers.
  • Excellent networking skills, ability to navigate organizations, and build strong relationships with clients, partners, and executive leadership.
  • A good level of business awareness and technical acumen.
  • Strong organizational, time management, and prioritization skills.
  • Ability to take a creative approach to situations and problem solving.
  • Previous experience required in a Service Delivery / Project Management role.
  • Previous experience required in SaaS or consumer internet technology operations
  • Advanced level of experience with Project Management management methodologies
  • Understanding of tech industry working practices / methodologies ITIL foundation certification desirable, but not essential.
  • Experience with ISO, SOX, PCI, HIPPA a plus
  • Due to 24x7x365 operation, must be willing to be available for off-hours work.

 

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply Now

« Back to Engineering positions