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

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