Managed Services Service Delivery

Managed Services 
Service Delivery, Staff 

Job Description:  
 
The Service Delivery Consultant delivers contracted Managed Services by executing operational, data, and system-based work on behalf of clients. Acting as an extension of the client’s internal team, this role emphasizes accuracy, consistency, and timely execution while adhering to defined Statements of Work (SOWs) and service standards. 

In this role, you will provide professional, courteous, and efficient services across Blackbaud’s suite of CRM products. You will manage file imports and exports, maintain data hygiene, build and deliver reports, and support high-volume, detail-driven work—making strong organizational and time-management skills essential. Working in a structured, fast-paced team environment, you will help prioritize requests, troubleshoot issues, and communicate effectively with both internal teams and clients regarding schedules and delivery. As part of a collaborative team of analysts, you will report to a functional area manager and adapt quickly as client needs and services evolve. 
 
Major Objectives: 

Client Service & Delivery 

• Deliver Managed Services work in accordance with executed Statements of Work (SOWs), service catalogs, and internal standards 

• Manage assigned client deliverables across multiple accounts while meeting schedules and service-level expectations 

• Communicate clearly with internal stakeholders regarding status, priorities, risks, and dependencies 

• Complete Donation Processing & support Fundraising Operations 

• Perform manual gift entry accurately and consistently in client systems 

• Process and manage batches, ensuring completeness, accuracy, and proper balancing 

• Execute batch imports, validate results, and resolve exceptions 

• Perform batch reconciliation to ensure gifts, payments, and financial records align 

• Generate and process acknowledgments, including letters, emails, and receipts 

• Build and deliver advanced reporting 

• Build and deliver sophisticated, segmented lists for direct mail and digital fundraising 

Quality, Compliance & Documentation 

• Maintain data integrity through quality checks and standard operating procedures 

• Adhere to documented delivery processes and data handling policies 

• Ensure work complies with contractual commitments and security requirements 

• Document work performed and outcomes in required systems 

• Identify and escalate risks or scope concerns 

Collaboration & Continuous Improvement 

• Collaborate with Service Delivery Managers and peers to prioritize work 

• Contribute to process improvements that increase efficiency and quality leveraging AI and automation wherever possible 

• Support onboarding of new services or processes as Managed Services evolve 

Experience and Skills 
 

• Excellent client-facing skills and experience, including a high proficiency in written and spoken English 

• 2–4 years of experience in service delivery, operations, or managed services 

• Experience with donation processing, gift entry, batch management, or reconciliation 

• Strong attention to detail and time-management skills 

• Ability to manage multiple priorities in a delivery-driven environment 

• Strong written and verbal communication skills 

Preferred Qualifications 

• Experience with CRM or fundraising platforms 

• Experience in nonprofit or mission-driven organizations 

• Familiarity with SOW-based or subscription service delivery models 

• Advanced Excel or reporting skills (Power BI is a plus) 

What Success Looks Like 
 

• Client deliverables are completed accurately, on time, and within scope 

• High-quality, consistent service delivery is achieved 

• Data is accurate, secure, and well-documented 

• Effective collaboration and contribution to team improvements 

Additional Information: 

• Job Level: Staff  

• Number of Openings: 1  

• Years of Experience: College graduate or equivalent experience 

• Level of Education: College graduate  

• Time Zone/Shift Expectation: US ET business hours