Delivery Manager

Role Overview

Delivery Manager (Unily) will lead the successful implementation or optimization of Unily solutions for clients in a designated region (North America or EMEA). Reporting to the Associate Director of Professional Services Delivery, you will manage projects end-to-end and drive positive customer outcomes through strong delivery, client management, and operational excellence.

Main Responsibilities

Project Management & Delivery

• Create and maintain end-to-end project plans aligned to client objectives and delivery methodology
• Manage milestones, timelines, and deliverables to achieve client outcomes
• Identify, assess, and mitigate project risks throughout the implementation lifecycle
• Coordinate resource allocation and cross-functional team activities
• Ensure deliverables meet quality standards and client expectations
• Own scope, budget, and timeline expectations with clients and internal teams

Client Relationship Management

• Build and maintain relationships with key client stakeholders
• Run client check-ins and status meetings
• Set and manage expectations across the implementation process
• Serve as the primary point of contact for implementation inquiries
• Anticipate issues and proactively address client concerns

Implementation Leadership

• Guide clients from kickoff to go-live
• Coordinate between client teams and internal functional groups
• Communicate operating model, implementation methodology, and milestone expectations
• Advise on implementation best practices and requirements
• Manage escalations and resolve implementation challenges
• Ensure smooth transition from implementation to ongoing support

Pre-Sales Support (Professional Services)

• Partner with PS pre-sales and sales to scope new opportunities
• Contribute to statements of work (scope, effort estimates, timelines)
• Support client presentations on professional services methodology
• Provide input into proposal development for implementation services
• Assess implementation feasibility and resource requirements

Operational Excellence

• Maintain accurate project documentation (plans, status reports, meeting notes)
• Track and report project KPIs/metrics
• Identify and implement process improvements to increase delivery efficiency
• Collaborate with other Delivery Managers to standardize best practices
• Contribute to development of implementation documentation/process