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