Senior Manager, Service Delivery

Job Snapshot The Senior Delivery Manager, Services leads the program management and delivery discipline across Mindtickle’s services portfolio, ensuring smooth, high-quality, aligned implementations and adopting a customer-first mindset. This leader will oversee a team of Senior Project Managers / Project Managers and also be directly accountable for a select set of strategic & enterprise accounts. The role emphasizes collaborative execution (working hand-in-hand with solution owners, advisors, and technical leads) rather than dictating outputs via process alone. This person must be process disciplined yet flexible, customer-centric, and able to orchestrate cross-functional teams toward shared outcomes. They should be capable of rolling up their sleeves and managing complex programs themselves when needed. What’s in it for you? • Governance, Portfolio & Program Oversight • Own the full services delivery portfolio across customers from scoping, in-flight execution, to handover. • Set up and maintain governance frameworks (stage gates, change control, risk & issue management, decision logs) that support cross-functional alignment rather than impose rigid silos. • Facilitate steering committees, executive escalation forums, and status reporting with transparency and forward-looking insights. • Ensure strong proactive monitoring and course correction, while avoiding micromanagement of solution or advisory domains. • Team Leadership & Collaboration • Lead, mentor, and grow a team of Sr. PMs / PMs, establishing shared practices, facilitating cross-project knowledge transfer, and promoting a culture of empathy and partnership. • Drive utilization, allocation, and capacity planning. Make sure the team balances delivery rigor with flexibility and responsiveness to customer needs. • Coach PMs to adopt a solution-partner mindset: understanding business context, listening to advisory leads/solution architects, and mediating between teams rather than enforcing one-sided processes. • Hands-On Ownership of Strategic/Enterprise Programs • Own a select set of strategic and enterprise engagements end-to-end, serving as delivery lead and principal point of contact for critical customers. • Collaborate closely with solution leads, technical delivery, CSM, and advisory to ensure execution is aligned with outcome goals (adoption, ROI, customer satisfaction). • Be able to dive deep into program mechanics (dependencies, sequencing, integration, cutover) when needed to unblock progress. • Delivery Outcomes, Customer Experience & Quality • Drive consistent high customer satisfaction and experience throughout delivery before, during, and post-launch. • Use feedback loops, retrospectives, and proactive check-ins to ensure continuous service improvement. • Monitor key metrics—launch timelines, defects, customer escalations, and adoption drop-off—and lead root cause resolution. • Operations, Financials & Metrics • Own delivery KPIs: utilization, margin, forecast accuracy, variance. • Monitor burn rates, effort forecasts, scope change impact, and work with Finance / PMO to maintain healthy delivery financials. • Standardize tooling, dashboards, and reporting that provide leadership visibility while not creating unnecessary burdens on the delivery teams. • Cross-Functional Partnership & Influence • Be a bridge between delivery and solution/advisory (not a gatekeeper). Ensure that solution and implementation teams are aligned, and remove friction across handoffs. • Collaborate with Sales & Presales to validate scope feasibility, estimate risks, and set realistic timelines. • Participate in executive business reviews (QBRs), steering committees, and vantage point discussions to translate delivery risks into business impact narratives. We’d love to hear from you, if you: • 12–15+ years in delivery, services, consulting, or related fields. • 5+ years leading PMs/Sr. PMs or equivalent leadership in a services or project delivery organization. • Experience managing strategic or enterprise customers with a mix of program oversight and individual ownership. • Track record in complex, cross-functional implementations (SaaS, digital transformation, enterprise IT) is a strong advantage—but deep services operations experience is often sufficient. • Demonstrated ability to balan