Service Delivery Manager

Overview

Vector Solutions is the leader in providing industry–focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer , smarter , and better decisions.

We’re looking for a Service Delivery Manager to support two key products within our Commercial sector. This is a hands-on, technical role that blends behind-the-scenes product configuration with customer-facing support—focused specifically on helping onsite system administrators at our client organizations to support the daily, weekly, and monthly operations of the customer’s administrators.

The ideal candidate is energized by making systems work smarter—taking ownership of technical tasks that directly improve how our customers experience the product.

Responsibilities

Serve as a technical resource for system administrators at client organizations—supporting setup, configuration, and back-end operations across key platforms for our commercial sector

Perform system administration tasks such as provisioning users, configuring workflows, uploading training plans, and managing user access.

Collaborate with internal teams (Implementation, Customer Success) to deliver responsive and scalable customer support.

Work with others to understand how we can deliver more value to customers and implement those solutions for your clients

Set up and fine-tune the platform so it works well for customer needs

Contribute to system updates and testing during rollouts or enhancements.

Document repeatable workflows and recommend process improvements

Take on other tasks as assigned.

Qualifications

3-5 years of similar experience in a technical support or system admin role (ideally in a SaaS industry)

Experience with tasks like UI configuration, user provisioning, and structured data management (CSV imports, bulk updates).

Technical aptitude and comfort in navigating online platforms and web-based tools.

Bonus : Experience with APIs or integrating systems is a plus.

Excellent problem-solving and critical thinking skills

Ability to take ownership, work with minimal supervision, and anticipate next steps

Strong communication skills; able to explain technical work clearly to internal stakeholders

Willing to work during US Eastern Time business hours

Values

Teamwork – Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.

Customers First – Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.

Make a Difference – It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.

Inclusiveness – Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.

Act Now – We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.

Curiosity – We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.

Ownership – We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

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