About the role

Role Overview

Service Delivery Manager, Professional Services is a highly visible, customer-facing leadership role responsible for end-to-end service delivery execution and supporting customer outcomes across an assigned sales region. You will partner closely with Sales, Customer Success, and cross-functional stakeholders to ensure delivery quality, consistency, and successful outcomes in a matrixed, shared-resource environment.

Responsibilities

Own and manage Professional Services delivery execution for an assigned sales region
Serve as the primary Service Delivery Manager for Professional Services engagements, ensuring quality and successful outcomes
Coordinate delivery across teams, partners, and stakeholders in a matrixed organization
Drive resolution of complex delivery challenges using structure, clarity, and cross-functional alignment
Coordinate project delivery using a shared resource model, supporting utilization and staffing
Monitor workloads, delivery coverage, and skill alignment; escalate risks and constraints as needed
Track, analyze, and report KPIs related to delivery effectiveness, quality, and customer satisfaction
Identify delivery risks, inefficiencies, and improvement opportunities; partner with leadership on corrective actions
Apply and reinforce established delivery frameworks, best practices, and technical standards for predictable outcomes
Run continuous improvement activities (delivery reviews, lessons learned, corrective actions)
Support pre-sales and onboarding by partnering with Sales and Account Management (deployment planning, onboarding)
Engage customer stakeholders to support satisfaction, retention, and successful adoption
Collaborate with subject matter experts to expand technical/digital delivery capabilities
Support cross-functional initiatives to improve delivery effectiveness and customer outcomes

What You Bring

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

Nice-to-Haves

Strong ability to influence without authority and drive predictable outcomes in a fast-paced, high-growth environment
Hands-on delivery leadership mindset with strong execution, curiosity, and continuous improvement orientation

About Proofpoint

Proofpoint is a global cybersecurity company focused on protecting how people, data, and AI agents connect across email, cloud, and collaboration tools. It helps organizations stop threats, prevent data loss, and build resilience through human- and agent-centric security solutions. Proofpoint serves large enterprises and businesses worldwide with security offerings designed to safeguard digital workflows.