Senior Delivery Manager, Services

Role overview

Senior Delivery Manager, Services (Regional Delivery Lead)

Lead program and project delivery for a Professional Services region, ensuring strong portfolio health, operational excellence, financial accountability, and high customer satisfaction.

Responsibilities

• Strategic alignment & stakeholder management: Align North America services delivery with stakeholders such as Account Executives, Territory Service Managers, Solution Architects, Technical Account Managers, and Customer Success.
• Market & customer insights: Analyze regional market trends, competitive landscapes, and unmet customer needs to support differentiated service offerings.
• Escalation & issue management: Facilitate proactive escalation resolution and manage delivery issues while strengthening strategic partnerships.
• Client advisory: Serve as a trusted advisor to improve loyalty, retention, and service expansion.
• People leadership: Coach and empower project managers; provide performance feedback and skill-building; lead talent acquisition and succession planning; promote continuous improvement.
• Operational excellence:
  • Implement best practices and standardize processes
  • Optimize resource allocation
  • Ensure efficient delivery using PMO practices (forecasting, capacity planning, utilization management, cross-functional alignment, revenue backlog management, governance)
  • Oversee health checks, risk reviews, change management, and reporting
  • Maintain delivery tools for project setup, time tracking, and operational compliance
• Financial accountability: Drive end-to-end financial responsibility, including revenue forecasting, margin management, and financial risk mitigation.
• Culture: 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 to business objectives, and delivering revenue growth.
• Experience analyzing market trends and competitive/customer needs to develop differentiated offerings.
• Significant experience in proactive escalation resolution, issue management, and client relationship building.
• Leadership experience coaching/mentoring and developing project management teams, including talent acquisition and succession planning.
• Deep operational excellence knowledge: standardization of processes, best practices, and leveraging technology for improvement.
• Strong financial acumen: revenue forecasting, margin management, and financial risk mitigation.
• Familiarity with project/program management methodologies and Professional Services Automation (PSA) tools such as Salesforce.
• Strong resource management skills (capacity planning, utilization, project health checks, risk reviews, reporting).
• Excellent communication and collaboration skills across cross-functional teams.

Nice-to-haves

• Not explicitly stated beyond the education requirement being cut off (“Bachelor’s degree or equivalent”).