Job PurposeThe Delivery Manager will lead the successful implementation or optimization of our solutions for clients within their designated region (North America, EMEA). Reporting to the Associate Director of Professional Services Delivery, this role will be responsible for managing projects end to end including project plans, coordinating professional services activities, and building strong client relationships to ensure successful project delivery. The ideal candidate will combine project management expertise, client relationship skills, and operational excellence to drive positive customer outcomes and on-time, on-budget project completion.
Main ResponsibilitiesProject Management & Delivery- Develop and maintain comprehensive project plans that align with client objectives and delivery methodology
- Track and manage project milestones, timelines, and deliverables to deliver key client outcomes
- Identify, assess, and mitigate project risks throughout the implementation lifecycle
- Coordinate resource allocation and cross-functional team activities
- Ensure project deliverables meet quality standards and client expectations
- Manage scope, budget, and timeline expectations with clients and internal teams
Client Relationship Management- Build and maintain strong relationships with key client stakeholders
- Conduct regular client check-ins and status meetings
- Set and manage client expectations throughout the implementation process
- Ensure clients are informed, supported, and aligned with project activities
- Act as a primary point of contact for client implementation inquiries
- Anticipate potential issues and proactively address client concerns
Implementation Leadership- Guide clients through the implementation journey from kickoff to go-live
- Coordinate activities between client teams and internal functional groups
- Inform clients of operating model, implementation methodology, and milestone expectations
- Provide guidance to clients on implementation best practices and requirements
- Manage escalations and resolve implementation challenges
- Ensure smooth transition from implementation to ongoing support
Pre-Sales Support- Partner with PS pre-sales and sales teams to scoping new opportunities where needed
- Contribute to the development of statements of work, including scope, effort estimates, and timelines
- Participate in client presentations outlining professional services methodology and approach
- Support proposal development for implementation services
- Provide input on implementation feasibility and resource requirements for potential projects
Operational Excellence- Maintain accurate project documentation including plans, status reports, and meeting notes
- Track and report on project KPIs and metrics
- Identify and implement process improvements for delivery efficiency
- Collaborate with other Delivery Managers to standardize best practices
- Contribute to the development of implementation methodologies and tools
Team Collaboration & Leadership- Coordinate activities across cross-functional implementation teams
- Provide guidance to Associate Delivery Managers and implementation team members
- Foster collaboration between Consultants, Solutions Architects, and other team members
- Communicate effectively with all project stakeholders
- Contribute to knowledge sharing and team capability development
RequirementsExperience- 4+ years of experience in project management, client delivery, or related roles History of successfully managing software implementation projects
- Experience building and maintaining client relationships
- Background in managing cross-functional teams
- Experience with software implementation or SaaS deployment
Project Management Skills- Strong knowledge of project management methodologies and best practices
- Excellent planning, organizational, and time management abilities
- Experience managing multiple projects simultaneously
- Ability to identify and mitigate project risks effectively
- Proficiency with project management tools and techniques
Client Relationship Skills- Excellent written and verbal communication abilities
- Strong presentation and facilitation skills
- Experience setting and managing client expectations
- Problem-solving and conflict resolution capabilities
- Ability to build trust and credibility with clients
Additional Skills- Adaptability and flexibility in dynamic environments
- Strong attention to detail and process orientation
- Ability to work under pressure and meet deadlines
- Analytical thinking and decision-making capabilities
- Understanding of software implementation processes and challenges
Education & Certifications- Bachelor's degree or commensurate experience required
- Project Management Professional (PMP) certification or equivalent preferred
- Agile/Scrum certifications a plus
Travel Requirements- Willingness to travel up to 20% (domestic and international) to support client engagements
Location- Flexible with preference for major business hubs in North America (ET)
