Service delivery manager

Title: Service delivery manager Location: New York City ABOUT WATERSHED Watershed is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team. We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us! THE ROLE We’re looking for a customer-focused and detail-oriented individual to be a Service Delivery Manager on our Customer Data Services team. You’ll own the delivery of our Data Ingestion service packages end‑to‑end—from scoping the customer’s data landscape to aligning timelines and managing service hours—ensuring a predictable, on‑time, on‑budget experience that accelerates customer time-to-value. You’ll work closely with our customers, external partners, and with internal stakeholders such as Data Specialists, Customer Success Managers, and Sustainability Data Advisors to ensure the successful delivery of our services. You will: - Own end‑to‑end delivery of Data Ingestion service packages: Run kickoff, define scope and success criteria, build project plans, manage execution through completion, and hand off cleanly to post-go live teams - Scope packages and solutions: Lead discovery to understand the customer’s data sources, formats, owners, and quality constraints, and coordinate with partners on potential solutions. - Align on timelines and hold accountability: Set clear, reasonable timelines with customers and in collaboration with partners; sequence dependencies across internal and customer teams. Hold internal collaborators and customers accountable to milestones; renegotiate timelines transparently when inputs change. - Control service hours and budget: Track work against quoted hours; forecast burn and course‑correct early to stay within budget. Identify out‑of‑scope requests; manage change to protect margin and customer trust. - Identify risks and escalations: Proactively surface risks (e.g., missing data owners, low data quality, timeline slippage); drive mitigation plans and timely escalations. You might be a fit if you: - Have 3-6 years of experience delivering client services in B2B software or consulting - Have directly owned client relationships and are energized by solving client problems - Are customer obsessed and operate with high ownership; you anticipate needs and remove blockers without being asked. - Are detail-oriented with strong organization skills; you keep scope, timelines, and artifacts tight and current. - Identify risks proactively and solve problems in a structured manner; you raise issues early with options and tradeoffs. - Learn quickly and operate well in ambiguity. You are motivated, systematic, and efficient. You thrive in a high-volume environment. Must be willing to work from an office 4 days per week (except for remote roles) Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin. Where we have offices, employees are expected to be in office for 4 days per week. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so. What’s the interview process like? It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel. We prioritize transparency and lack of surprise throughout the process. What if I need accommodations for my interview? At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.