Manager, Solution Delivery

Job description

### The Opportunity Sitetracker is looking for a Manager, Solution Delivery to lead a multidisciplinary team responsible for delivering complex SaaS implementations across our global customer base. This role sits at the intersection of people leadership, technical quality, and delivery economics. You’ll be responsible for ensuring your pod has the right people and skills in place to deliver high-quality work while meeting utilization, gross margin, and revenue forecast targets. You’ll lead a team spanning onshore, offshore, and partner resources and create the standards, operating rhythms, and accountability needed to deliver consistently at scale. This is not a project management role. You won’t carry your own project load, gather requirements, or configure solutions. Instead, you’ll focus on developing your team, maintaining solution quality, improving delivery efficiency, and using data to identify risks before they impact our customers or financial performance. You’ll also have the opportunity to help shape the future of delivery at Sitetracker, including scaling our global delivery model and incorporating AI-assisted tools and automation into how our teams configure, test, and deliver solutions. ### What You’ll Do You’ll lead and develop a multidisciplinary Solution Delivery team across configuration, data, QA, and technical architecture, ensuring the right resources and skills are aligned to customer implementations. You’ll use utilization, work-planning, and delivery data to anticipate capacity needs, make staffing decisions, and keep your pod operating against its gross margin and utilization targets. You’ll own the financial and operational health of your portfolio, including weekly revenue forecasting, utilization, gross margin, and work-planner accuracy. Rather than reacting after a variance occurs, you’ll use system-validated data to identify risk early and take action to keep delivery on track. You’ll establish a high bar for technical and solution quality. Working within the Salesforce ecosystem and cloud delivery architectures, you’ll coach technical team members, evaluate solution decisions, and implement consistent review and readiness standards that protect architecture integrity and reduce downstream delivery risk. You’ll partner closely with Project Managers, who own customer conversations around schedule, budget, and scope. You’ll support them when change control is required, step into customer conversations when delivery or adoption is at risk, and ensure technical teams are equipped to deliver what has been committed. You’ll continue to evolve our global delivery model across AMER, EMEA, and APAC, establishing effective handoffs, regional ownership, and follow-the-sun operating practices. You’ll also identify opportunities to incorporate generative AI and automation into configuration and testing workflows, establishing clear standards for responsible adoption and measuring the impact on delivery efficiency. ### The Skills You’ll Have #### SaaS Service Delivery & Scaling - You have significant experience leading multidisciplinary technical teams across areas such as configuration, data, QA, architecture, or SaaS implementation. - You have managed teams responsible for complex, multi-region SaaS implementations and understand how to balance capacity, utilization, quality, and delivery velocity. - You can use skills and capacity data to make informed staffing decisions and ensure resources are aligned to upcoming implementation demand. - You have experience leading and developing teams across a combination of onshore, offshore, remote, and/or partner resources. - You have scaled or transformed a global delivery organization or offshore team into a more centralized, repeatable delivery model with measurable improvements in efficiency or ROI. #### Technical Control & AI Innovation - You bring deep knowledge of the Salesforce ecosystem, cloud delivery architectures, and relational database concepts and can objectively evaluate technical and solution decisions. - You understand how to establish technical quality controls that protect architecture integrity while allowing delivery teams to move efficiently. - You understand generative AI productivity tools and can establish clear operational, quality, and compliance guidelines for their use within technical delivery workflows. - You have implemented repeatable technical gatekeeping practices such as peer reviews, migration checks, readiness reviews, or other quality controls. - You have successfully incorporated AI or automation into configuration, testing, or delivery workflows and can demonstrate measurable improvements in efficiency or delivery timelines. #### Operational Governance & Data Integrity - You use system-validated operational data to manage team performance, capacity, utilization, and delivery health rather than relying primarily on manual trackers or self-reported information. - You can translate delivery data into action, identifying potential capacity, staffing, financial, or execution risks before they affect the forecast or customer. - You have experience establishing and enforcing consistent delivery standards, processes, and operational controls across a technical organization. - You can define and monitor KPIs that provide an accurate view of portfolio and team performance. - You have built or implemented analytics that connect capacity planning with pipeline or future implementation demand to help an organization prepare for workload changes. #### Global & Follow-the-Sun Delivery - You have experience managing delivery across multiple regions and understand the operational complexity of coordinating work across AMER, EMEA, and APAC. - You have established cross-time-zone coverage models, handoff protocols, or regional ownership practices that allow work to move efficiently between teams. - You can create clear operating processes that reduce dependency on informal or ad hoc handoffs between global teams. - You understand how to balance global standardization with the practical needs of regional delivery teams and customers. - You have helped build or automate a follow-the-sun delivery model with clear ownership, workflow visibility, and accountability across regions. ### Within 90 Days, You’ll - Build a strong understanding of Sitetracker’s Solution Delivery organization, implementation methodology, Salesforce-based platform, global delivery model, and partner ecosystem. - Establish relationships across Solution Delivery, PMO, Customer Success, Product, and other key partners and understand how responsibilities are divided across teams. - Assess the skills, capacity, utilization, and development needs of your team and establish a current skills matrix and development priorities. - Become fluent in the operational and financial data used to run your pod, including utilization, gross margin, revenue forecasts, work planners, and project health. - Identify immediate opportunities to strengthen technical reviews, delivery standards, resource planning, and global handoffs. ### Within 180 Days, You’ll - Run your pod consistently from system-validated operational and financial data, identifying and addressing variances before they materially impact delivery or forecast performance. - Establish consistent use of delivery standards including the BA Playbook, project health scores, readiness gates, and close-out reporting. - Implement clear technical review and quality-control practices that strengthen solution design and architecture integrity across the portfolio. - Establish development plans for your direct reports and coach team members toward expanded technical and leadership capabilities. - Begin implementing improvements to cross-regional handoffs and AI-assisted delivery workflows, with clear measures of their impact on quality and efficiency. ### Within 365 Days, You’ll - Have your pod operating at or above FY27 utilization and gross margin targets across both onshore and offshore resources. - Maintain weekly revenue forecasting within 5% and work-planner estimates within 10% of actuals. - Have consistent delivery standards embedded across your portfolio, with a current skills matrix and active development plan for every direct report. - Have strengthened Sitetracker’s global delivery model through more predictable cross-regional handoffs, clearer ownership, and improved use of offshore and partner resources. - Demonstrate measurable improvements in delivery efficiency and solution quality through stronger technical governance, operational data, and thoughtful adoption of AI-assisted delivery practices.