Job Description
About Us
For more than a decade, Zyte has led the way in building powerful, easy-to-use tools to collect, format and deliver web data, quickly, dependably and at scale. And today, the data we extract helps thousands of organisations make smarter business decisions, secure competitive advantage, and drive sustainable growth. Today, over 3,000 companies and 1 million developers rely on our tools and services to get the data they need from the web.
About Customer Operations
Customer Operations is the function responsible for the end-to-end operational success of Zyte’s client base, from the moment a customer signs to the ongoing health and performance of Zytes services. The team sits at the intersection of client relationship management, technical delivery and operational excellence. The Service Delivery Manager role sits in the second of these tracks, working closely with the Project Manager team as well as Tech, QA, Product and Commercial teams across the business.
The Service Delivery Manager is the single point of accountability, within their portfolio, for client operations at Zyte, bridging the gap between customer needs and technical delivery. By owning the full service relationship — from day-to-day operations to escalations and KPIs — the SDM ensures reliable, high-quality data services while driving the consistency and trust that underpin long-term client retention.
The Service Delivery Manager (SDM) oversees the effective execution of data extraction and web scraping services for our clients. By serving as the central link between our customers and the technical development team, the SDM ensures that project requirements, operational performance, and ongoing value are consistently aligned. This position integrates internal operational supervision, client relationship management, and cross-departmental coordination to uphold superior service standards and ensure customer success.
Roles & Responsibilities:
Data delivery and operational oversight
- Coordinate with development teams to ensure timely, accurate data delivery in line with SLAs and contractual commitments.
- Monitor pipelines, feed performance, costs, and delivery schedules — identifying risks or quality issues early and driving them to resolution.
- Manage the full lifecycle of change requests, from scoping through to delivery and billing, in collaboration with AM and Sales teams.
- Oversee project margin and profitability, partnering with engineering to address operational inefficiencies and maintain visibility into expenditure trends.
Client relationship management
- Serve as the single point of contact for a portfolio of 10–15 enterprise accounts, plus ad hoc management of smaller accounts.
- Build trusted client relationships through proactive communication, transparent reporting, and a clear understanding of each client’s objectives and evolving needs.
- Act as the primary escalation point for service issues, representing client priorities internally and ensuring timely resolution.
- Ensure client expectations are clearly defined and consistently met across the full service lifecycle.
Cross-functional collaboration
- Work closely with engineering, QA, product, infrastructure, and AM/Sales teams to align on client priorities, delivery timelines, and renewal inputs.
- Drive Zyte-side issues — including anti-ban, infrastructure, and SLA credits — through to resolution, keeping all relevant stakeholders informed.
KPI and performance reporting
- Define, track, and report on KPIs covering data quality, delivery performance, uptime, and feed health — for both client and internal audiences.
- Translate technical performance data into clear, meaningful language for clients and stakeholders.
- Maintain up-to-date status tracking across all active engagements and provide leadership with regular visibility into risks and trends.
- Maintain awareness of project margin and commercial performance across the portfolio of customers, highlighting efficiency risks and contributing to effective cost management decisions
Requirements
- 5+ years of experience in service delivery, account operations, or a similar client-facing operational role.
- Strong stakeholder management and communication skills, with the ability to translate technical concepts into clear business language.
- Experience managing enterprise accounts or similarly complex client portfolios.
- Proven experience managing SLAs, KPIs, and operational reporting in a client-facing role.
- Commercial awareness and experience managing project efficiency and margin.
- Proficiency in analysing and articulating service metrics, including uptime, MTTR, and data pipeline integrity.
- Experience with CRM tools (e.g. Salesforce) and operational reporting platforms.
- Demonstrated ability to identify data delivery risks and drive issues through to resolution.
- Ability to map statements of work to project delivery and successful data outcomes.
- Problem-solving mindset with a track record of escalation handling and cross-functional coordination.
- Familiarity with web scraping, data pipelines, or data services is a strong advantage.
Benefits
- Compensation: 55,000-62,000 EUR/year.
- Team Environment: Become part of a self-motivated, progressive, multi-cultural team.
- Remote Flexibility: Have the freedom & flexibility to work remotely.
- Cutting Edge: Get the chance to work with cutting-edge open source technologies and tools.
Originally posted on Himalayas
