Service Delivery Manager

Who we are

At Domino, we build software that helps the largest, AI-driven organizations build and operate advanced data science and AI solutions at scale. Our platform integrates a streamlined model development environment, MLOps capabilities, and novel features for collaboration, reuse, and reproducibility — all of which make data science teams more productive, reduce time to value, and ensure compliance. Our customers — like Johnson & Johnson, GSK, Bristol Myers, UBS, FINRA and the US Navy — are using our software to solve some of the most important challenges in the world, such as developing new medicines, securing our financial markets, or protecting our country. Backed by Sequoia Capital, Coatue Management, NVIDIA, Snowflake and other leading investors, we have been in business for a decade but are still a small team operating with the spirit of a startup. Especially in the world of AI today, we believe that the future is still being invented — and we want to be the ones building it. For more information, visit www.domino.ai

What we are building

Service Delivery Managers (SDM) ensure seamless delivery, support, and performance of software solutions for clients. They act as a bridge between customers, development teams, and other teams (Product / Sales / Support and Reliability), ensuring that software solutions meet business needs and service level agreements (SLAs) as stated in the Statement of Work.

SDMs : 

• Work at the forefront of AI innovation – Manage the delivery of groundbreaking AI solutions that will shape industries.
• Blend AI with service excellence – Lead AI-driven solutions that enhance customer experiences and operational efficiency.
• Career growth in AI – Gain hands-on experience in AI service delivery, a high-demand expertise.
• Collaborate with top AI talent – Work alongside engineers, data scientists, and product managers in a fast-paced, cutting-edge environment.
• Make a real impact – Manage AI deployments that will improve business outcomes for clients worldwide.

What your impact will be

• Build custom solutions for customers that integrate with Domino to enhance the customer experience. The solutions built should be well documented, tested, built with high quality, on time and on budget
• Collaborate with the larger Domino team to ensure that the customer's voice is being heard with regards to feature or bug prioritization as well as feedback on the platform
• Ensure quick escalation and resolution of any issues related to PS projects  
• Become a trusted customer partner ensuring predictability, sharing of project and PS artifacts/communication and ensuring PS support is on track 
• Dedicate time to consistently upgrade skills and knowledge. This includes training in areas such Agile project management and Data Science for leaders. The newly acquired skills should not remain theoretical; they should be actively incorporated into client solutions, showcasing the ability to leverage knowledge for project outcomes.
• Regularly solicit feedback from customers regarding the quality, effectiveness, and relevance of solutions delivered. Use this feedback not only as a metric of personal success but also as a means to identify areas of improvement, ensuring that the solutions provided align perfectly with client needs and expectations.
• Lead customer discussions, showcasing PS’s accomplishments and planned workstreams. Ensure clarity and simplicity when explaining complex ideas, aiming for easy understanding for both technical and business audiences.
• Track Professional Services KPIs and strive to reach better results

What we look for in this role

• 5+ years of professional experience
• Minimum 1 year experience in a client facing consulting role
• Ideally having worked for a software company (in Professional Services), understanding release cycles and implications 
• Background in Engineering, Business or IT Management
• Strong interpersonal and communication skills
• High working ethics standards
• Capable of managing stress and have a growth mindset  
• Exceptional organizational skills with very structured and sharp mind, good problem solving skills
• Clear articulation of what “excellent” looks likes in project implementation and Customer Success
• Can easily communicate clear, focused points of view 
• Likes working with numbers, striving to improve KPIs and can do quick calculations

What we value

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply
• We value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for success
• We believe in individuals who seek truth and speak the truth and can be their whole selves at work
• We value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everything
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company

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