Position Summary

The Software Service Delivery Engineer plays a critical role in managing post-deployment client engagements. Acting as a liaison between clients and internal technical teams, this role ensures the smooth delivery of ongoing support, issue resolution, minor enhancement rollouts, and client satisfaction. The incumbent functions similarly to a Project Manager but is specialized in managing service operations after the initial implementation.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients post-go-live.

• Build and maintain strong, long-term client relationships through regular engagement and proactive support.

Service Delivery Oversight

• Coordinate with support, development, and QA teams to ensure timely resolution of client-reported issues and service requests.

• Track SLAs and ensure service delivery commitments are met or exceeded.

• Monitor system performance and usage metrics; proactively identify potential issues or improvement areas.

Post-Implementation Support

• Manage post-launch support phases including stabilization, minor updates, and release coordination.

• Organize knowledge transfer to internal support or technical teams as needed.

Change & Enhancement Management

• Collect, evaluate, and document client enhancement requests.

• Collaborate with product and engineering teams to prioritize and scope client-specific changes.

Stakeholder Communication

• Provide regular status updates and reports to clients and internal stakeholders.

• Facilitate client review meetings, service reviews, and improvement initiatives.

Risk & Escalation Handling

• Identify risks to service continuity or client satisfaction and drive mitigation actions.

• Act as an escalation point for critical issues or service failures.

Requirements

Education & Experience

• Bachelor's degree in Computer Science, Information Systems, or related field.

• 3-5 years of experience in a client-facing software support or service delivery role.

• Prior experience in project coordination or technical account management is a plus.

Technical Skills

• Strong understanding of software systems, service operations, and support lifecycle.

• Familiarity with ticketing systems (e.g., Jira, Freshdesk, Servicenow) and reporting tools.

Soft Skills

• Excellent communication and interpersonal skills.

• Strong analytical, problem-solving, and organizational abilities.

• Ability to manage multiple client accounts and priorities simultaneously.

Preferred Qualifications

• Experience working in SaaS or enterprise software environments.

• Knowledge of ITIL or other service management frameworks.

• Project Management or Client Success certification (e.g., PMP, CSM, CSPO) is advantageous.