Service Delivery Manager, Professional Services

Role Overview

The Service Delivery Manager (Professional Services) leads end-to-end service delivery execution for an assigned sales region, ensuring customer outcomes through high-quality, consistent delivery. This is a highly visible, customer-facing role partnering closely with Sales, Customer Success, and cross-functional stakeholders in a matrixed, shared resource environment.

Responsibilities

• Own and manage Professional Services delivery execution for a sales region, aligned to customer requirements and internal commitments
• Serve as primary coordinator for Professional Services engagements, ensuring quality and successful outcomes
• Coordinate delivery across teams, partners, and internal stakeholders in a matrixed organization
• Resolve complex delivery challenges using structure, clarity, and cross-functional alignment
• Coordinate project delivery with shared-resource planning, partnering with peer delivery leaders and functional managers for utilization and staffing
• Monitor workloads, delivery coverage, and skill alignment; escalate risks and constraints as needed
• Track and report KPIs for delivery effectiveness, quality, and customer satisfaction
• Identify risks/inefficiencies and propose improvements; drive corrective actions
• Apply and reinforce delivery frameworks, best practices, and technical standards for predictable outcomes
• Support pre-sales activities, deployment planning, and customer onboarding with Sales/Account Management
• Engage customer stakeholders to support satisfaction, retention, and adoption
• Collaborate with subject matter experts to evolve technical/digital delivery capabilities
• Participate in continuous improvement (delivery reviews, lessons learned, corrective actions)
• Promote accountability, collaboration, and knowledge sharing within Professional Services

Requirements

• 5+ years delivering technical or Professional Services engagements with increasing responsibility
• Experience working effectively in a matrixed, shared resource environment

Nice-to-haves

• (Not specified in the provided excerpt.)