Senior Service Delivery Manager - North America
StiboDX
Drive Impact at the Intersection of Tech and Media – Join Stibo DX as a Senior Service Delivery Manager in Atlanta
Stibo DX is hiring a Senior Service Delivery Manager to lead the delivery and adoption of cutting-edge SaaS solutions for some of the world’s most innovative media organizations. The position is based at their Atlanta office and blends strategic thinking, technical expertise, and relationship management in a global setting where your contributions will shape the future of service delivery.
As a global market leader in CMS solutions for the media industry, Stibo DX is evolving its Service Delivery approach. The company is expanding its Service Delivery Team to ensure seamless adoption and utilization of its services, enhancing the experience of clients across North America. This position offers a unique opportunity to define, implement, and mature Service Delivery Management (SDM) processes, while ensuring that SaaS services are delivered with high quality and in accordance with commercial obligations. This position reports directly to Stibo DX Vice President, Support & Service management.
The link between customers and deliveries
Founded in Denmark, Stibo DX is looking for an experienced and dynamic professional to act as the main liaison between Service Operations and Commercial Management teams. The Senior Service Delivery Manager will ensure optimal utilization of services for each client and serve as a trusted advisor. Responsibilities include acting as the central point of contact for operational queries, escalations, and insights into contractual obligations – such as SLAs and change requests – to ensure a consistent and comprehensive customer experience.
A key part of the role involves establishing and further developing Service Delivery processes, actively driving the implementation of ITIL principles across Stibo DX’s PaaS and SaaS solutions. The successful candidate will also be responsible for communicating these new processes to clients, ensuring smooth adoption of new ways of working.
Additional responsibilities include leading service reviews, reporting, and escalations with authority, as well as initiating and implementing service improvement programs that deliver measurable value. The role also entails ensuring commercial compliance, including invoicing and contract alignment, thereby contributing to both customer satisfaction and business performance.
Service Delivery Profile with ITIL experience
The ideal candidate will be an experienced Service Management professional with a strong passion for service improvement and the ability to navigate a large-scale and diverse environment involving incident management, escalation procedures, and related disciplines. Strong ITIL knowledge is required, along with solid experience in Service Delivery Management, IT Operations, or a related area- ideally with a proven track record of implementing new processes and driving change with both internal and external stakeholders.
Strong communication and relationship-building skills across all organizational levels are essential. The candidate should possess excellent interpersonal capabilities, support colleagues while fostering collaboration and accountability. Strong organizational skills are required to manage and prioritize tasks efficiently, even under pressure and within tight deadlines.
The role demands flexibility, initiative, and proactivity. Discretion and professionalism are expected when handling sensitive or confidential information, and the candidate should be motivated by taking responsibility and delivering tangible results.
Apply now!
The recruitment process is carried out in collaboration with the consulting company Compass Human Resources Group. If you want to learn more about this position, please do not hesitate to contact Partner, Christian Winther at cw@compasshrg.com or Research Consultant, Cathrine Tams at cat@compasshrg.com. Please submit your CV as soon as possible, if you are interested. Please note that all enquiries will be handled with confidentiality and that we will reply to the email address from which you send your CV.
About Stibo DX
Stibo DX is a global leader in digital transformation for media enterprises. Its platform and services help automate complex content production and enable omnichannel delivery for some of the world’s most ambitious and successful media organizations.
The company is a dynamic team of more than 200 employees based in Aarhus, Copenhagen, Atlanta, Hamburg, Oslo, and Málaga, combining creativity and innovation with the stability of a long-standing organization.
Stibo DX is part of the Stibo Software Group, the second-largest Danish-owned software group. Its roots trace back to the Stibo Foundation, which has a 228-year history and a rich legacy that supports continued growth.
Among Stibo DX’s customers are The New York Times, Hearst, Gannett, The Economist, Amedia, JP/Politikens Hus, Mediahuis, The Hindu, and many others.
Deadline for application: As soon as possible
Workplace: Atlanta/Home office
Reference: 2518.164
Company: Stibo DX
