Service Delivery Manager

Job description

Bloomreach is building the world’s premier **agentic platform for personalization**.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the ***entire*** customer journey. - We're taking **autonomous search** mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. - We’re making **conversational shopping** a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. - We're designing the future of **autonomous marketing**, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — **Loomi** — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora. ### **About the SDM Team** The Service Delivery Management team at Bloomreach is the engine behind every successful customer implementation. We don't just manage projects — we orchestrate complex, multi-workstream implementations that bring Bloomreach's AI-powered platform to life for the world's leading brands. **What makes our SDM team different in 2026:** - **AI-native operations —** We use Von (our AI copilot), automated processes, and intelligent workflows to eliminate manual overhead and focus on high-value delivery - **Agentic tooling —** ClickUp automations, Slack-integrated utilization tracking, and automated retrospective analysis are standard operating procedure - **Commercial ownership —** SDMs own the services metrics for their projects, identify upsell opportunities, author/ review SOWs, and drive revenue through delivery excellence - **Cross-pillar delivery —** We implement across Marketing (Engagement), Search (Discovery), DataHub, and Loomi AI for Shopify (LAIS), often on the same project alongside Content platform ### **The Role** As a Service Delivery Manager based in India, you will own the end-to-end delivery of Bloomreach implementation projects for customers across EMEA and APAC. You'll manage multiple concurrent projects, coordinate cross-functional teams, and serve as the primary delivery contact for customers — ensuring every project lands on time, on budget, and with measurable business outcomes. This is not a traditional PM role. You'll be expected to leverage AI tools and automation to operate at a higher level — spending less time on status updates and more time on strategic delivery, risk mitigation, and commercial growth. ### **Key Responsibilities** **Project Delivery & Execution** - Own the project plan, schedule, milestones, dependencies, and critical path for 8–12 concurrent implementation projects - Manage customer launches on the Bloomreach platform, including data migration, SDK integration, Event Streams / Item Collections setup, and go-live readiness - Facilitate customer meetings, articulate business requirements, and translate them into actionable implementation plans - Provide proactive reporting — leveraging automated reporting tools (Von, ClickUp) rather than manual slide decks - Own escalation management — identify risks early, communicate clearly, and drive resolution with the right stakeholders **Commercial & Strategic** - Identify opportunities to sell additional services during project delivery — create Salesforce opportunities, helping in scoping and estimation - Own the services metrics for your project portfolio — track utilization, manage scope, and ensure profitability - Partner with Account Managers and CSMs to align delivery with the customer's broader success plan and renewal timeline **AI-First Operations** - Use Von and other AI tools for meeting prep, status reporting, customer research, and project analysis - Build and maintain automated workflows (ClickUp, Slack, Zapier) to streamline repetitive delivery tasks - Contribute to the team's automation roadmap — propose and implement new ways to use AI in service delivery - Use data and dashboards to drive project decisions, track delivery health, and identify patterns across your portfolio **Collaboration** - Work closely with Business Consultants (BCs), Solutions Consultants (SCs), AMs, and CSMs to ensure seamless handoffs and aligned delivery - Coordinate with Product and Engineering teams on technical blockers, feature requests, and platform capabilities - Participate in cross-functional initiatives like LAIS rollouts, DataHub migrations, and One Platform upgrades ### **What You Bring** **Must-Have** - 5–7 years of experience in project/program management within SaaS, martech, or digital services - Proven track record of managing multiple concurrent implementation projects (10+ simultaneously) - Strong understanding of web technologies — APIs, SDKs, webhooks, data pipelines, frontend/backend architecture - Experience with project management tools (ClickUp, Jira, Asana, or similar) and comfort building automations within them - Commercial awareness — experience with SOW review, services scoping, and revenue tracking - Excellent communication skills — ability to run customer-facing meetings, write clear status reports, and manage stakeholder expectations across timezones (EMEA/APAC overlap required) - Comfort with AI tools — active user of AI assistants, automation platforms, or similar technology in a professional context ### **Nice-to-Have** - Experience with CDP/martech platforms (Bloomreach, Braze, Klaviyo, SFMC, Emarsys, or similar) - Familiarity with Jinja templating, SQL, or scripting languages - Experience working in a globally distributed team with EMEA/AMER stakeholders - PMP, PRINCE2, or Agile certification - Experience with Salesforce CPQ or services quoting processes ### **What Success Looks Like** | | | | --- | --- | | **Timeframe** | **Milestone** | | **30 days** | Onboarded on Bloomreach platform, tools (Von, ClickUp, Slack workflows), and processes. Shadowed 2–3 active projects. | | **60 days** | Independently managing 4–6 projects. First automated status report generated. The first customer meeting led solo. | | **90 days** | Full portfolio of 8–12 projects. First services upsell opportunities identified. Contributing to the team automation roadmap. | | **6 months** | Recognized as a reliable delivery partner by AMs and CSMs. Delivering projects on time with >90% customer satisfaction. At least one new automation or process improvement shipped. | ## ### **Why Bloomreach** - **AI-first company —** You'll work with cutting-edge AI (Loomi) and be expected to use AI in your own work, not just deliver it to customers - **Global impact —** Your projects will power personalized experiences for millions of consumers across the world's leading brands - **Growth trajectory —** The India SDM function is new, and you'll have the opportunity to shape how it operates from the ground up - **Collaborative culture —** You'll work with smart, passionate people across engineering, product, sales, and customer success ## More things you'll like about Bloomreach: ### **Culture:** - A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. - We have defined our [5 values](https://www.bloomreach.com/en/careers?utm_source=Job-Description-Footer&utm_medium=Job-Description&utm_content=Hyperlink-1) and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. - We believe in flexible working hours to accommodate your working style. - We work virtual-first with several Bloomreach Hubs available across three continents. - We organize company events to experience the global spirit of the company and get excited about what's ahead. - We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer\*. - The [Bloomreach Glassdoor page](https://www.glassdoor.com/Overview/Working-at-Bloomreach-EI_IE442167.11,21.htm) elaborates on our stellar 4.7/5 rating. The [Bloomreach Comparably page](https://www.comparably.com/companies/bloomreach) Culture score is even higher at 4.9/5 ### **Personal Development:** - We have a People Development Program - participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions. - Our resident communication coach [Ivo Večeřa](https://www.linkedin.com/in/ivo-ve%C4%8De%C5%99a-2a94291/) is available to help navigate work-related communications & decision-making challenges.\* - Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins. - Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)\* ### **Well-being:** - The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.\* - Subscription to Calm - sleep and meditation app.\* - We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones. - We facilitate sports, yoga, and meditation opportunities for each other. - Extended parental leave up to 26 calendar weeks for Primary Caregivers.\* ### **Compensation:** - Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.\* - Everyone gets to participate in the company's success through the company performance bonus.\* - We offer an employee referral bonus of up to $3,000! - We reward & celebrate work anniversaries -- Bloomversaries!\* *(\*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)* **Excited? Join us and transform the future of commerce experiences!** *If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!* --- *Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.* #LI-Remote