Senior Delivery Manager, Services

Role overview

As Regional Delivery Lead (RDL) / Senior Delivery Manager for Services, you lead efficient delivery of professional services programs and projects within a regional territory. You align regional teams with the PMO, ensure portfolio health, manage delivery best practices, and drive revenue growth, profitability, and customer satisfaction.

Responsibilities

• Strategic alignment & stakeholder management: Align North America services delivery with internal stakeholders such as Account Executives, Territory Service Managers (TSMs), Solution Architects, Technical Account Managers, and Customer Success.
• Market & customer insights: Analyze regional market trends, competitive landscapes, and unmet customer needs to shape differentiated service offerings.
• Escalations & issue management: Lead proactive escalation resolution, manage issues, strengthen strategic partnerships, and act as a trusted advisor.
• People leadership & development: Coach and empower project managers; provide performance feedback and structured skill-building; lead talent acquisition and succession planning; promote continuous improvement.
• Operational excellence: Implement delivery best practices, standardize processes, and use technology to improve efficiency and service delivery. Support PMO practices including:
  • project forecasting
  • capacity planning
  • utilization management
  • cross-functional alignment
  • revenue backlog management
  • governance
  • project health checks, risk reviews, change management, and reporting
  • maintain delivery tools for project setup, time tracking, and operational compliance
• Financial accountability: Own end-to-end financial performance across programs/projects, including revenue forecasting, margin management, and financial risk mitigation.
• Culture & associate experience: Champion Red Hat culture and foster positive associate experiences.

Requirements

• Proven experience leading complex project/program portfolios in a fast-paced technology or consulting environment.
• Track record of driving strategic initiatives, aligning delivery execution with business objectives, and delivering revenue growth.
• Experience analyzing market trends/competition and translating insights into differentiated service offerings.
• Strong background in proactive escalation resolution and issue management, building client relationships for retention and expansion.
• Seasoned leadership capability: coaching/mentoring and developing high-performing project management teams, including talent acquisition and succession planning.
• Deep operational excellence knowledge: standardizing processes, implementing best practices, and leveraging technology for continuous improvement.
• Strong financial acumen: revenue forecasting, margin management, and financial risk mitigation.
• Knowledge of project/program management methodologies and Professional Services Automation (PSA) tools, specifically Salesforce.
• Experience in resource management, capacity planning, project health checks, risk reviews, change management, and reporting.
• Excellent communication, interpersonal, and problem-solving skills with strong cross-functional collaboration.
• Bachelor’s degree or equivalent experience (trailing text indicates this requirement).

Nice-to-have

• Not explicitly stated beyond the listed tools/methodologies and professional services automation capability.