Service Delivery Senior Manager – Software Publisher Services

Job description

Accountabilities Build, maintain, and continuously improve delivery tracking, reporting, process infrastructure, dashboards, and engagement lifecycle frameworks across clients and regions. Own the delivery operating system, establishing practical standards and frameworks that become embedded into the organisation's ways of working. Provide leadership with accurate operational data covering delivery status, budgets, risks, capacity, and resource requirements to support informed decision-making. Design and maintain quality frameworks, checklists, governance processes, and continuous improvement mechanisms that promote consistent delivery standards. Identify systemic quality and delivery risks early, using data and structured governance to address issues before they affect clients. Manage the shared resource pool across regions, assessing capability, availability, and staffing requirements while maintaining a forward-looking capacity plan. Own time-to-fill performance and ensure engagements are staffed with appropriately skilled resources efficiently. Lead career development, skills assessment, training, onboarding, and performance improvement processes for delivery and technical teams. Build and strengthen a unified global team culture across geographies, encouraging collaboration, inclusion, professional pride, and continuous development. Establish forums, communication rhythms, and shared practices that connect distributed teams and reinforce a consistent team identity. Partner closely with senior commercial leaders, providing the operational infrastructure, data, and recommendations they need without taking ownership of their client or revenue responsibilities. Prioritise quick wins and continuously demonstrate the practical value of new systems, processes, and governance initiatives. Surface delivery risks and operational realities transparently, ensuring leadership has the information required to make effective decisions. Requirements Significant experience in delivery management, operations management, programme management, or a related leadership role within professional services, consulting, or an advisory environment. Proven experience building or significantly improving governance systems, quality frameworks, operational processes, and delivery infrastructure across multiple clients or regions. Experience managing shared resource pools, capacity planning, skills assessments, staffing models, or similar operational functions. Strong international delivery experience, with the ability to work effectively across time zones, cultures, and distributed teams. Experience using delivery tracking tools, dashboards, reporting systems, and operational data to identify risks and support decision-making. Experience in software license compliance, software asset management, IT asset management, or technology advisory services is highly desirable. A strong understanding of systems thinking, process design, operational governance, and continuous improvement. Demonstrated ability to influence stakeholders without relying on direct reporting authority, particularly within matrix organisations. Proven people-development and culture-building experience, including supporting career progression, training, onboarding, and performance improvement. Strong communication skills, with the ability to present operational information clearly, transparently, and constructively to senior stakeholders. A builder mentality and the ability to create scalable systems that enable teams to operate effectively without excessive dependency on individual leaders. Degree-level education or equivalent professional experience. Certifications such as PMP, PRINCE2, ITIL, Six Sigma, or similar are advantageous. ITAM, SAM, or vendor-specific compliance certifications are a plus. Benefits Competitive compensation package aligned with the strategic scope and organisational impact of the role. Flexible working environment designed to support distributed and international teams. Opportunity to play a central role in strengthening the operational infrastructure of a specialist global advisory organisation. Significant autonomy to design and implement delivery standards, governance frameworks, and scalable processes. Direct collaboration with senior leadership and commercial stakeholders. Opportunity to shape global team culture and develop the capabilities of delivery and technical professionals. Paid mental health days and a generous vacation package. Collaborative, international working environment focused on trust, accountability, diversity, and continuous learning. Long-term opportunity to influence operational excellence as the organisation continues to grow. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 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 Senior Manager – Software Publisher Services based in Switzerland. This is a senior operational leadership role responsible for building the infrastructure that enables consistent, high-quality service delivery across a global advisory organisation.You will own delivery governance, quality frameworks, resource planning, reporting, and operational processes across multiple regions and client engagements.Rather than managing commercial relationships directly, you will create the systems and standards that allow client-facing teams to perform at their best.The role combines strategic thinking with hands-on process design, data-driven decision-making, and people development.You will work across international teams and influence senior stakeholders within a matrix environment.A major part of the role is shaping a unified culture, strengthening team capability, and ensuring operational excellence scales with business growth.This opportunity is particularly suited to a systems-minded leader who enjoys building scalable infrastructure and creating lasting organisational impact.