Service Delivery Manager, Red Points
Brand Protection
2-5 days a week in office
Digital revenue recovery platform
Be an early applicant
Digital revenue recovery platform
201-500 employees
Be an early applicant
2-5 days a week in office
201-500 employees
Company mission
Red Points is on a mission to make the Internet a safer place!
Role
Who you are
- Experience: 5+ years in Project Management, Delivery Management, or Implementation within a SaaS environment
- Specialized Knowledge: Proven experience managing Onboarding workflows and implementing Quality Assurance (QA) processes within a service or operations department
- Client-Facing Skills: Strong track record of collaborating with Customer Success and managing direct client relationships in English
- Methodology: Solid understanding of Project Management frameworks; Lean or Six Sigma experience is highly preferred
- Technical Acumen: Ability to grasp complex data flows and software architecture to solve daily implementation hurdles
- Location: Must be based in Barcelona with a strong fit for a fast-paced, international tech culture
What the job involves
- We are looking for a strategic and process-driven Service Delivery Manager with a technical mindset to lead the post-sales service lifecycle
- This is a high-impact role where you will act as the bridge between our complex SaaS product and client success
- A core part of your mission will be overseeing the Onboarding lifecycle and establishing a Services QA framework.
- You will work in lockstep with Customer Success Managers (CSMs) to ensure that every implementation is technically sound, high-quality, and delivered with a consultant-level mindset
- CSM & Client Partnership: Collaborate closely with Customer Success Managers to align client expectations with technical delivery. You will lead the governance
- Onboarding Excellence: overhaul the onboarding framework to ensure a smooth transition for new clients, reducing "time-to-value" and ensuring the product is configured correctly from day one
- Services QA Implementation: Define and supervise quality standards for the services team. You will ensure that all deliverables—reports, configurations, and brand audits—meet the highest quality benchmarks before reaching the client
- Service Guardrails & Commercial Alignment: Establish and govern clear service boundaries by partnering with Sales to ensure all contracts are technically deliverable and profitable, while proactively managing Product and IT dependencies to guarantee seamless, scalable execution
- Team Coaching & Mentoring: Transform a task-oriented operations team into a client-facing service unit. You will train them to understand the end-to-end service journey and handle complex client interactions with confidence
- Lean Process Optimization: Apply Lean methodologies to identify bottlenecks in the delivery flow, ensuring the team operates efficiently while maintaining technical excellence
- Product Mastery: Deep-dive into the technical complexities of our SaaS platform to solve "end-to-end" challenges and translate product logic into daily operational success
Our take
Red Points provides a solution for protecting brands from online counterfeiting, digital piracy, and distribution fraud. Its SaaS platform removes hundreds of thousands of incidents of illegal products and content from the web monthly, across over one-hundred online marketplaces and social networks.
Red Points' approach is calculated and innovative - its proprietary technology employs machine learning algorithms which scan the internet and identify all violations and infringements. It then employs its technical and legal expertise to ensure that all infringing data is removed or de-indexed. Finally, the company provides full visibility and actionable intelligence to its clients through its real-time reporting tool.
Red Points' protection covers the entire digital spectrum and it is constantly improving its services to keep pace with the evolving landscape of digital piracy. As a result, it is the preferred brand protection partner for some of the leading global brands including Bang & Olufsen, MVMT, and DOPE. It has also seen continuous strong funding, the latest of which will be put towards achieving the goal of profitable global growth, after successfully becoming a B Corp for its work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2019
$41.1m
May 2018
$13m
Total funding: $68.7m
Company benefits
- Team building activities - two team building offsites every year
- Monthly afterwork - take it easy at the office with drinks, snacks, and good conversation on the last Thursday of each month
- Free Nespresso coffee, tea, and fresh fruit
- Free private health insurance
- Subsidised gym membership
- Reduced working hours - we leave work early every Friday and every day through August
Company HQ
Sants, Barcelona, Spain
Leadership
Laura Urquizu
(CEO & President)Endeavor Entrepreneur. Founder and President of the Global LegalTech Hub, and Member of the International Women's Forum in Spain. Has been with the company since 2014.
Salary benchmarks
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