Service Delivery Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager based in India.** As a Service Delivery Manager, you will own the end-to-end delivery of complex SaaS implementation projects for customers across EMEA and APAC. You’ll manage a portfolio of 8–12 concurrent projects, coordinating cross-functional teams and serving as a trusted delivery partner for customers. The role combines project leadership, technical understanding, commercial ownership, and strategic problem-solving. You’ll work in an AI-first environment where automation and intelligent tools are used to reduce operational overhead and improve delivery quality. You’ll also help identify opportunities for additional services while ensuring projects remain on schedule, within scope, and commercially healthy. This is an opportunity to help shape a growing India-based service delivery function within a highly distributed global organization. ### Accountabilities: - Own the planning and execution of 8–12 concurrent implementation projects, managing schedules, milestones, dependencies, critical paths, risks, and delivery health while ensuring projects are completed on time, within scope, and against agreed business outcomes. - Lead customer implementations involving data migration, SDK integration, Event Streams, Item Collections, platform configuration, and go-live readiness, while facilitating customer meetings and translating business requirements into clear, actionable implementation plans. - Act as the primary delivery contact for customers, communicating progress, managing expectations across EMEA and APAC time zones, providing proactive updates, and identifying and resolving escalations before they impact delivery. - Use AI assistants, automated reporting, dashboards, and workflow tools to streamline project operations, prepare for meetings, analyze project health, research customers, and reduce reliance on manual status reporting. - Build and maintain delivery automations using tools such as ClickUp, Slack, Zapier, or similar platforms, while contributing ideas and solutions to the broader automation roadmap. - Own services metrics across the project portfolio, including utilization, scope management, profitability, and revenue tracking, while identifying opportunities for additional services and supporting scoping, estimation, SOW reviews, and Salesforce opportunity creation. - Partner closely with Account Managers, Customer Success Managers, Business Consultants, Solutions Consultants, Product, and Engineering teams to ensure smooth handoffs, resolve technical blockers, support feature requests, and align implementation work with broader customer success and renewal objectives. - Contribute to cross-functional initiatives involving platform rollouts, DataHub migrations, platform upgrades, and other strategic implementation programs. ### Requirements - 5–7 years of experience in project or program management within SaaS, martech, digital services, or a comparable technology environment, with a proven track record of independently managing multiple concurrent implementation projects. - Demonstrated ability to manage a portfolio of 10+ projects simultaneously, balancing competing priorities, dependencies, risks, customer expectations, and delivery timelines in a fast-paced environment. - Strong understanding of modern web technologies and technical delivery concepts, including APIs, SDKs, webhooks, data pipelines, and frontend/backend architecture. - Hands-on experience with project management platforms such as ClickUp, Jira, Asana, or similar tools, along with an ability and willingness to build or maintain workflow automations. - Commercial awareness with experience in services scoping, SOW review, utilization management, revenue tracking, quoting, or identifying expansion opportunities during project delivery. - Excellent customer-facing communication and stakeholder management skills, with the ability to lead meetings, communicate complex information clearly, produce concise status updates, and coordinate effectively across international time zones. - Comfortable working in an AI-first environment and actively using AI assistants, automation platforms, or related technologies to improve productivity and decision-making. - Experience with CDP or martech platforms such as Bloomreach, Braze, Klaviyo, SFMC, Emarsys, or similar solutions is a strong advantage. - Familiarity with Jinja templating, SQL, scripting languages, Salesforce CPQ, or services quoting processes is a plus. - Experience working within globally distributed teams and collaborating with stakeholders across EMEA, APAC, and AMER is beneficial. - PMP, PRINCE2, Agile, or comparable project management certification is desirable. ### Benefits - Flexible working hours designed to accommodate different working styles and time zones. - Virtual-first working environment with access to hubs across multiple continents. - High degree of autonomy, trust, and freedom, with an emphasis on accountability and measurable results. - Opportunity to work with cutting-edge AI and automation technologies and apply them directly to service delivery. - Paid volunteering allowance of up to 5 days per year, subject to employment type. - Annual professional education budget of $1,500 for books, courses, certifications, and other development opportunities, subject to employment type. - Access to personal development workshops, leadership development programs, coaching, and communication support. - Employee Assistance Program and access to wellness resources, including Calm. - Quarterly additional company-wide “DisConnect” days to support rest and time away from screens. - Opportunities to participate in sports, yoga, meditation, and other well-being activities. - Extended parental leave of up to 26 calendar weeks for primary caregivers, subject to employment type. - Restricted Stock Units or Stock Options depending on role, seniority, and location. - Company performance bonus participation. - Employee referral bonus of up to $3,000. - Recognition and rewards for work anniversaries.