Idealist Consulting
Services Team
SalesforceforNonprofitsServiceDeliveryManager:SupportServices
Neural analysis suggests this role is
optimal for Manager candidates.
“Salesforce for Nonprofits Service Delivery Manager: Support Services at Idealist Consulting. Skills: Service delivery, Managed services, Salesforce, Capacity planning. Oversee service delivery. Own day-to-day delivery rhythm”
What You'll Achieve.
Drive efficiency of people, process and tools; Translate renewal goals into operational adjustments; Proactively escalate risks; Ensure on-target utilization; Protect humane workloads and learning time; Achieve service excellence; Implement process changes within 30 days; Maintain clean data; Maintain current documentation; Maintain reliable audit trail; Foster healthy working relationships; Support employee growth and development; Make employee promotion recommendations; Ensure new agreements reflect operational reality; Inform pricing, packaging, and SLA design
Industry & Context.
Mitigate conflict; Adjudicate competing priorities; Creatively problem solve
Ability to solve a Rubik's cube in less than two hours
What They're Looking For.
Must Have
Five or more years in professional services or technical service delivery, Three or more years leading people, Working knowledge of Salesforce, Demonstrated experience operating SLAs, Comfortable with capacity planning, Able to read a P and L
Nice to Have
Salesforce Certified Administrator or higher, PMP, ITIL Foundations, or comparable credential, Direct nonprofit experience, Experience standing up or modernizing a managed services practice, Hands-on AI deployment experience, Asana, Lever ATS, or comparable tools experience, Ability to solve a Rubik's cube in less than two hours
What You'll Do.
Oversee service delivery
Own day-to-day delivery rhythm
Partner with Client Success
Run a weekly portfolio review
Serve as executive escalation point
Manage consultant assignment and capacity
Evaluate and assign consultants
Maintain a forward looking capacity model
Ensure on-target utilization
Protect humane workloads
Overcome resource limits
Ensure quality assurance
Define and uphold service quality standards
Operate a structured QA program
Translate CSAT and feedback into changes
Maintain the Service Delivery playbook
Guide delivery systems and tooling
Serve as business owner for internal Salesforce org
Partner with Operations to evolve reporting
Identify automation and AI opportunities
Hold delivery systems to standard
Develop people and culture
Embody Idealist Consulting’s values-aligned management philosophy
Identify needs and collaborate with HR
Use standardized reviews
Encourage professional development
Manage performance concerns
Collaborate with HR on compliance
Partner across the company on outcomes
Collaborate with Sales and Client Success
Represent Managed Services in leadership team
Contribute to annual planning
and budget conversations
Help shape next generation of service offerings
How You'll Work.
Team & Collaboration
Service delivery leadership team; Client Success; Sales and Client Success; Operations and internal admin team; HR; Service Delivery leadership team
Communication Scope
Written communication; Verbal communication; Client updates
Process & Methodology
Capacity planning, Utilization analysis, Project margin
Full Job Description
## Description Are you tenacious, pragmatic, and possessed of a keen sense of humor? You might just be an Idealist. At Idealist Consulting, we are big thinkers and innovators committed to global progressive action. Founded in 2006, we help mission-driven organizations grow their impact through Salesforce implementation, marketing automation, and managed services. Our brand principles are simple. Stay Human. Drive Change. Believe in Impact. Nurture Community. Make Time to Play. We are looking for a Service Delivery Manager who lives these values and brings them to the work every day. As the Service Delivery Manager: Support Services you’ll collaborate with the service delivery leadership team to identify, utilize, and drive the efficiency of the people, process and tools necessary to deliver Idealist Consulting’s portfolio of support services. ## How You'll Contribute Oversee service delivery across the Managed Services portfolio Own the day-to-day delivery rhythm for all managed service engagements Partner with Client Success to translate renewal goals, account plans, and CSAT feedback into operational adjustments Run a weekly portfolio review covering hours burn, SLA performance, risk signals, and consultant load; escalate proactively to the Director of Service Delivery. Serve as the executive escalation point for unresolved client issues in the support portfolio. Manage consultant assignment and capacity Evaluate and assign consultants to engagements based on skill match, team cohesion, client context, and capacity. Maintain a forward looking capacity model across roles and flag gaps in advance. Ensure on-target utilization across teams while protecting humane workloads and learning time. Overcome resource limits through reallocation, queue management, cross-training, and selective contractor expansion. Ensure quality assurance and service excellence Define and uphold service quality standards across the portfolio, including documentation standards, change managem
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