Bachelor's degree in Business, IT, Operations Management, or related field, or equivalent experience.
8+ years in professional services delivery or project delivery leadership.
Experience with SaaS, cloud, or subscription-based service delivery models.
Background in software implementation, upgrade, migration, or transformation engagements.
Strong analytical and reporting skills for data-driven decisions.
Responsibilities
Manage global delivery capacity and resource allocation across consultants.
Balance regional demand and customer priorities to optimize outcomes.
Establish regional concurrency limits and workload management practices.
Publish capacity forecasts to support engagement scheduling.
Act as the escalation point for delivery challenges impacting timelines.
Benefits
Unlimited personal time off.
Employee stock purchase plan.
Medical and dental benefits.
Company-matched 401(k) plan for retirement.
Full Job Description
Professional Services Delivery Lead
Your role at Dynatrace
The Service Delivery Lead owns delivery capacity planning, operational standards, quality governance, and delivery performance reporting. Working closely with regional delivery leaders, consultants, and cross-functional stakeholders, you'll optimize utilization, remove delivery roadblocks, and ensure every customer engagement meets defined quality and completion standards.
Key Responsibilities
Delivery Operations & Resource Management
Manage global delivery capacity and resource allocation across a shared pool of consultants and delivery resources.
alance regional demand, engagement complexity, customer priorities, and delivery readiness to optimize utilization and customer outcomes.
Establish and maintain regional concurrency limits and workload management practices.
Publish and maintain capacity forecasts and availability reporting to support intake planning and engagement scheduling.
Partner with regional delivery leaders to proactively identify resource constraints, mitigate risks, and improve delivery predictability.
Act as the operational escalation point when delivery challenges impact timelines, staffing, or customer commitments.
Service Delivery Excellence & Quality Governance
Own and continuously improve delivery standards, engagement methodologies, and completion criteria across all global regions.
Ensure implementation and upgrade engagements are delivered consistently, on scope, and in alignment with established quality standards.
Serve as the final quality gate for engagement completion, validating readiness before customer closeout.
Lead intervention planning for engagements that are off-track, stalled, or at risk, including re-planning, re-sequencing, and recovery actions.
Conduct recurring delivery health and quality reviews to identify improvement opportunities and drive enhancements to processes, tooling, automation, and delivery best practices.
Partner with regional delivery teams to ensure a consistent customer experience regardless of geography.
Own delivery performance metrics, including engagement volume, delivery duration, effort consumption, resource utilization, project concurrency, quality indicators, and post-engagement customer health.
Analyze delivery trends and operational data to improve forecasting accuracy, reduce delivery effort, and increase scalability.
Transform operational data into actionable insights that drive process improvements and operational efficiencies.
Deliver weekly operational reporting and monthly performance reviews for delivery leadership and executive stakeholders.
Lead regular global delivery reviews focused on capacity, service quality, operational risks, customer outcomes, and continuous improvement initiatives.
Represent the delivery organization in cross-functional planning discussions to ensure delivery readiness and operational considerations are incorporated into business decisions.
What will help you succeed
Required Qualifications:
Bachelor's degree in Business, Information Technology, Operations Management, or a related field, or equivalent professional experience.
8+ years of experience in professional services delivery, service delivery management, delivery operations, or project delivery leadership.
Preferred Qualifications
Experience supporting SaaS, cloud, or subscription-based service delivery models.
Background in software implementation, upgrade, migration, or transformation engagements.
Proven experience managing complex customer delivery portfolios within a global or multi-regional environment.
Strong ability to drive operational consistency and delivery excellence across cross-functional teams.
Experience with Salesforce (SFDC) and project management platforms such as Jira, Monday.com, or equivalent tools.
Advanced analytical and reporting skills with a demonstrated ability to make data-driven operational decisions.
Excellent communication and stakeholder management skills, including experience presenting operational insights to senior leadership.
Experience operating within flexible workforce or contractor-based delivery models.
Familiarity with Agile, Waterfall, and hybrid delivery approaches.
The base salary range for this role is $150K-$180K. When determining your salary, we consider your experience, skills, education, and work location.
Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.
We also offer medical/dental benefits and a company-matched 401(k) plan for retirement.
About Dynatrace
Dynatrace is a software company that provides application performance management software to businesses. The company's software helps businesses monitor and optimize the performance of their applications, ensuring that they are running smoothly and efficiently. Dynatrace was founded in 2005 and is headquartered in Waltham, Massachusetts. The company has over 2,500 employees and serves customers in over 70 countries.
