About Fastr
Fastr helps enterprise e-commerce brands deliver exceptional digital experiences. Our Technical Services team provides custom development, managed services, and strategic consulting to some of the world's leading brands. We're in a period of growth and transformation, and this role is central to our evolution.
Role Overview
The Service Delivery Manager is a critical leadership role responsible for ensuring our Technical Services team delivers exceptional value to customers. You will own the end-to-end delivery workflow – from request intake through completion – while driving accountability, managing customer expectations, and leading operational transformation.
You'll spend most of your time orchestrating daily operations, holding technical teams accountable, navigating escalations, and partnering with leadership to fundamentally improve how we work. You thrive in ambiguity, aren't afraid of difficult conversations, and see operational chaos as an opportunity to build something better.
Key Responsibilities
Delivery Operations & Workflow Management (50%)
Own the daily intake, prioritization, and assignment of customer requests across multiple channels (Asana, Slack, email)
Drive accountability with developers on estimation accuracy, timeline commitments, and quality standards
Monitor and manage customer-hour budgets, proactively addressing overages before they become problems
Facilitate clear communication between technical team members and customers, ensuring nothing falls through the cracks
Identify blockers, dependencies, and risks early; escalate appropriately and drive resolution
Maintain accurate records and provide visibility into workload, capacity, and delivery status
Customer Communication & Escalation Management (25%)
Serve as the primary operational point of contact for assigned customer accounts
Provide proactive, clear, and honest status updates – especially when things aren't going as planned
Own customer escalations: investigate root causes, coordinate responses, and ensure timely resolution
Navigate difficult conversations with customers regarding scope changes, timeline impacts, and budget constraints
Partner with Customer Success to surface account health signals and retention risks
Build trusted relationships that position Fastr as a reliable partner, not just a vendor
Process Improvement & Change Management (25%)
Partner with leadership to redesign workflows, tools, and processes that improve delivery quality and efficiency
Drive adoption of new standards, SLAs, and accountability frameworks within the technical team
Champion tool improvements and migrations (e.g., evaluating alternatives to current project management systems)
Develop and document repeatable processes that reduce manual effort and improve consistency
Identify patterns in delivery issues (scope creep, estimation errors, quality gaps) and propose systemic solutions
Act as a change agent who helps shift team culture toward greater ownership, transparency, and accountability
Required Qualifications
4-6 years of experience in professional services delivery, technical operations, or agency environments
Demonstrated experience managing delivery workflows involving technical/development teams
Proven track record of driving accountability and influencing others without direct authority
Strong customer-facing communication skills with experience managing escalations and difficult conversations
Experience implementing process improvements or leading operational change initiatives
Exceptional organizational skills with the ability to manage competing priorities in a fast-paced environment
Proficiency with project management and collaboration tools (Asana, Jira, Slack, or similar)
Comfortable working with technical concepts; you don't need to write code, but you can speak the language
Preferred Qualifications
Experience in e-commerce, SaaS, or digital agency environments
Familiarity with BigCommerce, Shopify, or similar e-commerce platforms
Experience with time tracking systems and managing billable utilization
Background in change management methodologies or process improvement frameworks
Who Thrives in This Role
This role is ideal for someone who:
Holds people accountable with confidence – You don't shy away from following up, pushing back, or having direct conversations when commitments aren't met
Thrives in ambiguity – You can bring order to chaos and make progress even when processes are undefined
Navigates escalations calmly – When customers are frustrated or things go wrong, you stay composed and solution-oriented
Drives change, not just compliance – You want to fix root causes, not just manage symptoms
Communicates with clarity and empathy – You can deliver tough messages to customers and colleagues while maintaining relationships
Sees this as a "build" opportunity – You're excited about improving operations, not just maintaining them
What Success Looks Like
In the first 90 days:
You understand the current workflow, key customers, and team dynamics
Customers experience smoother communication and clearer expectations
You've identified 2-3 high-impact process improvements and begun implementing them
In the first year:
Estimation accuracy and delivery predictability have measurably improved
Customer satisfaction scores reflect confidence in our delivery capability
The team operates with clear SLAs, documented processes, and consistent accountability
Write-offs due to scope creep or estimation errors have decreased significantly
You're a trusted partner to leadership in driving operational excellence
