The Manager, Service Delivery Operations lead a multi-disciplined team responsible for ensuring clients are successfully implemented, operationally prepared, and positioned for long-term technology success.

This Manager is responsible for establishing operational processes, technical standards, and delivery practices that enable clients to achieve successful outcomes throughout their lifecycle. By partnering closely with Client Data Integration, Configurations, Engineering, Product Support, and Product Management, this role ensures technical implementation activities are executed with consistency, quality, and a long-term operational mindset.

Beyond implementation, the Manager serves as an advocate for the client experience by identifying opportunities to improve system adoption, reduce operational risk, enhance implementation quality, and strengthen the organization’s ability to deliver reliable, scalable technology solutions.

Job Duties and Responsibilities:

Client Success and Operational Excellence - 30%

• Lead a team dedicated to delivering high-quality implementation coordination, operational readiness, and configuration oversight that positions clients for long-term success.
• Ensure clients are operationally prepared for production through effective planning, governance, and cross-functional execution.
• Establish standards that promote scalable, supportable, and sustainable client implementations.
• Monitor quality and operational performance of Service Delivery to proactively identify opportunities for improvement.
• Drive initiatives that reduce post-implementation issues and improve client experience through the service lifecycle.
• Champion a client-first culture focused on long-term operational health rather than simply completing implementation tasks.

Team Leadership & Talent Development - 25%

• Lead, coach, and develop team of Service Delivery Analysts, Operational Readiness Engineers, Configuration Engineers, and QA Analysts.
• Foster a collaborative environment that encourages accountability, technical excellence, innovation, and continuous improvement.
• Establish clear performance expectations, development plans, and career growth opportunities.
• Promote knowledge sharing and cross-training across implementation coordination, operational readiness, business analysis, and system configuration.
• Support recruitment, onboarding, workforce planning, and succession planning to build a high-performing organization.

Cross-Functional Service Delivery Leadership - 25%

• Build strong partnerships with Client Data Integration, Configurations, Engineering, Product Support, Product Management, and other key business stakeholders.
• Ensure technical implementation activities are coordinated effectively across ETG teams.
• Remove organizational barriers that impact implementation quality, operational readiness, or client outcomes.
• Facilitate alignment between technical and business teams to ensure successful delivery of client solutions.
• Escalate and resolve cross-functional risks that could impact implementation success or operational stability.
• Represent Service Delivery Operations in strategic initiatives related to implementation, operational readiness, and client success.
• Communicate operational performance, client health trends, risks, and recommendations to executive leadership.
• Advocate for investments in people, processes, and technology that improve implementation quality and long-term client outcomes.

Service Delivery Governance & Continuous Improvement - 20%

• Establish and maintain operational standards, implementation methodologies, readiness processes, and configuration governance practices.
• Develop metrics that measure quality, operational readiness, client outcomes, and service effectiveness.
• Analyze trends in production issues, implementation performance and client feedback to identify improvement opportunities.
• Sponsor initiatives focused on automation, standardization, process optimization, and operational efficiency.
• Ensure lessons learned from implementations are incorporated into future delivery practices.

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of work-related experience.
• 3-4 years of leadership experience.
• Strong understanding of enterprise software implementation lifecycles, operational readiness, and client onboarding.
• Knowledge of system configuration, business process design, data integration, and technology operations.
• Proven leadership and team development skills with the ability to coach technical professionals.
• Strong analytical, organizational, and decision-making abilities.
• Excellent communication and relationship management skills.
• Ability to influence cross-functional team without direct authority.
• Experience developing operational metrics, governance frameworks, and continuous improvement initiatives.
• Strong client advocacy mindset with a focus on long-term operational success.​