Join VultrVultr is seeking a highly skilled and experienced Senior Service Delivery Manager to lead delivery for our most strategic customers. You will be a customer-facing program manager for large, complex AI infrastructure programs that run for many months and involve many teams across Vultr, as well as partners and suppliers. You will be the customer's primary point of contact for delivery, represent their priorities inside Vultr, and make sure what we commit to deliver is what they receive. The engineering and operations teams own and run their work; you connect it into a single delivery view for the customer and keep it moving. You will also lead cross-functional initiatives that improve how Vultr operates.
The ideal candidate is a seasoned program leader with a record of delivering large infrastructure programs for demanding enterprise customers, who earns the trust of executives and engineers alike. This is a highly visible role in a high-growth technology company, which will require sound judgment under pressure, candid communication when plans change, and the ability to lead teams you don't manage. You'll work on some of the largest AI infrastructure programs Vultr has ever taken on, in close partnership with senior leadership. Service Delivery is a new function at Vultr, so you will also help shape how it works. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure.
Key Responsibilities- Lead end-to-end delivery for one to two concurrent strategic customer programs, from the late stages of the sale through go-live and stable operation.
- Own the customer relationship for delivery as primary contact and accountable owner, running executive governance such as steering committees, regular delivery reviews and escalations.
- Partner with sales and account management before contract signature to confirm that what we commit to is deliverable, then make sure every commitment is tracked and met.
- Coordinate the work of multiple engineering, infrastructure and operations teams, each with its own program managers, without taking over their plans: understand the dependencies between them, spot risks early and drive resolution.
- Advocate for the customer inside Vultr, making sure their priorities shape decisions and challenging delays that can be avoided.
- Communicate schedule changes to customers early and honestly, and lead difficult conversations about dates and scope with customer executives.
- Manage each customer's path, from sales to delivery to ongoing support, leading formal customer acceptance once the service is live, ensuring nothing promised to the customer is lost along the way.
- Lead cross-functional internal initiatives that improve how Vultr serves its customers, from planning through to a measurable outcome.
- Coach Service Delivery Managers and build the methods, templates and standards the team uses.
Qualifications- 10+ years of program or project management experience, including at least 5 years managing customer-facing delivery of large, complex technology programs in cloud, data center, HPC, AI or telecommunications.
- Proven ability to lead through influence across engineering, operations and commercial teams you don't manage.
- Executive presence, including experience running steering committees and holding difficult conversations with senior customer stakeholders.
- Solid grasp of infrastructure delivery (data centers, networking, servers and GPUs, storage), enough to ask engineers the right questions and judge the answers.
- Sound judgment under pressure, with a habit of raising risks early and bringing options rather than waiting for problems to escalate.
- Experience moving customers from project delivery into ongoing operations and support.
- Clear, concise written and verbal communication, from detailed working sessions to executive summaries.
- Proficiency with Smartsheet, Jira, Confluence and Salesforce, or similar program management, collaboration and CRM tools.
- Ability to travel up to 25% to customer sites and data centers.
- Flexibility to work extended hours, including some weekends, around major customer launches and across customer time zones.
- Preferred: PMP, PgMP or equivalent certification; experience building a new delivery function or practice.
Compensation$150,000 - $160,000
Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws.
