Service Delivery Manager

SERVICE DELIVERY MANAGER

Location: New York City, New York

ABOUT PARITY:

Buildings in our beautiful cities, where we live and work, are producing 40% of the CO2 going into our atmosphere and contributing to climate change. We need to HEAT, VENTILATE, and AIR CONDITION our buildings 24/7. Most of the energy consumed in a building is for our comfort, but 50% of it is wasted! This is because buildings have little to no technology to control this.

Parity is a Remote HVAC Optimization as a Service company. We remotely control and optimize HVAC systems 24/7/365 to deliver automatic energy savings and revenue to multifamily residential buildings and hotels. Using advanced algorithms, Parity can predict the amount of energy needed ahead of time to operate a building to meet its occupants' demands and adapt the building's systems and machinery in real time. We save our customers:

1. Time - we automate setpoint adjustments and demand response protocols. Our Pi (Parity Insights) dashboard provides early alerting services when things go down.
2. Money - Parity contractually guarantees the savings that we expect to deliver to our multifamily customers. We also provide quarterly and annual energy savings reports.
3. CO2 Emissions - we reduce a building’s emissions by optimizing its HVAC systems and reducing energy waste.

THE ROLE

We’re looking for a Service Delivery Manager to manage and grow strong relationships with our US-based clients. As the primary point of contact post-sale, you’ll be responsible for ensuring customers receive timely support, clear communication, and consistent value from Parity’s service. This includes leading regular check-ins, responding to inquiries, resolving issues, and coordinating with internal teams to address building performance concerns.

You’ll also help refine internal processes, identify service gaps or opportunities, and contribute to the evolution of our support framework. This role is ideal for a self-starter who excels at follow-through, values attention to detail, and is eager to help scale service delivery operations as the business grows.
 

RESPONSIBILITIES

Client Success & Relationship Management

• Own the full post-sale relationship for a portfolio of US-based clients, from onboarding to renewal
• Owns the regular cadence of client communication to review energy performance, align on KPIs, and deliver product/service updates
• Act as a trusted advisor and advocate for clients, building relationships with property managers, board members, and operations teams
• Identify and execute on opportunities for client expansion, referrals, or testimonials

Service Delivery Oversight

• Lead onboarding sessions and platform walkthroughs with client stakeholders
• Triage and coordinate resolution of service issues, alerts, and operational challenges with internal teams (Engineering, Product, Reporting)
• Ensure documentation (savings reports, year-end reconciliations, support records) is delivered accurately and on time
• Assist the reporting and support team with building performance, proactively flag underperformance or known issues impeding Parity’s service delivery

Process & Operational Support

• Partner with internal stakeholders (Sales, Ops, Product) to align customer needs with internal priorities
• Contribute to the refinement of internal playbooks, SOPs, reporting standards, and client engagement strategies
• Track customer issues and requests in internal systems, ensuring visibility, follow-through, and root cause documentation
• Collaborate with external service providers (HVAC contractors, MEPs, energy consultants) to support on-site work and maintain system continuity

QUALIFICATIONS

• 6+ years of client-facing experience in service delivery, customer success, technical account management
• Experience with HVAC systems, building automation (BAS), MEP engineering, or energy management
• Strong working knowledge of multi-residential or commercial building systems; familiarity with NYC buildings is a plus
• Proven ability to manage a book of business, balance competing priorities, and maintain high customer satisfaction
• Excellent communication and interpersonal skills — able to explain technical topics in a clear, confident, and professional manner
• Strong problem-solving skills and ability to coordinate across internal/external stakeholders to drive resolution
• Experience supporting or coordinating fieldwork, system implementations, or mechanical service work
• Prior experience in SaaS or tech-enabled services preferred
• Bachelor's degree in Engineering, Building Systems, Sustainability, or a related field is an asset