Senior Delivery Manager, Services

Role overview

As Senior Delivery Manager (Regional Delivery Lead) – Services, you will lead strategic program and project delivery for your Professional Services region. You’ll align regional teams with the PMO, ensure strong portfolio health, and drive delivery best practices while focusing on revenue growth, profitability, and customer satisfaction.

Key responsibilities

• Stakeholder alignment: Drive alignment between North America services delivery and teams including Account Executives, Territory Service Managers, Solution Architects, Technical Account Managers, and Customer Success.
• Market & customer insights: Analyze market trends and competitive landscapes to identify unmet customer needs and inform differentiated service offerings.
• Escalation & issue management: Facilitate proactive escalation resolution and issue management; strengthen strategic partnerships.
• Client advisory: Serve as a trusted advisor to improve customer loyalty, retention, and service expansion.
• People leadership: Coach and empower project managers with development plans and feedback; support talent acquisition and succession planning and foster continuous improvement.
• Operational excellence: Implement delivery best practices, standardize processes, and use technology to improve efficiency through PMO practices (e.g., forecasting, capacity planning, utilization management, governance, reporting).
• Delivery governance: Oversee project health checks, risk reviews, change management, and reporting; maintain delivery tooling for project setup, time tracking, and operational compliance.
• Financial ownership: Lead end-to-end financial accountability 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 achieving revenue growth.
• Experience analyzing market trends/competitive landscapes and translating customer needs into service offerings.
• Strong history in proactive escalation resolution, issue management, and building client relationships.
• Seasoned leadership capabilities in coaching/mentoring and developing high-performing teams, including talent acquisition and succession planning.
• Deep operational excellence knowledge (standardization, best practices, technology-enabled process improvement).
• Strong financial acumen across forecasting, margin management, and financial risk mitigation.
• Knowledge of project/program management methodologies and Professional Services Automation (PSA) tools, specifically Salesforce.
• Strong resource management skills (capacity planning, resource allocation, project health checks, risk reviews, change management, reporting).
• Excellent communication, interpersonal, and problem-solving skills; ability to collaborate cross-functionally.

Nice-to-have

• Not explicitly stated in the provided text.