Senior Manager, Services Delivery

Who we are Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the 1 sales onboarding and training product We re honoured to be recognized as a Leader in the first-ever Forrester Wave TM Revenue Enablement Platforms Q3 2024 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 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 balance process discipline with flexibility and to partner not dominate across solution and advisory teams Strong stakeholder and executive communication able to simplify highlight risks and guide decisions Deep understanding of program governance risk issue management prioritization dependencies and integration Financial literacy for delivery margin burn variance forecast vs actuals Tool-savvy experience with project portfolio tools e g Jira Smartsheet MS Project PSA systems Self-starter strong ownership mindset comfortable with ambiguity can manage critical accounts directly when needed Customer empathy conflict resolution negotiation skills-especially when navigating trade-offs between scope time quality Our culture accolades As an organization it s our priority to create a highly engaging and rewarding workplace We offer tons of awesome perks and many opportunities for growth Our culture reflects our employee s globally diverse backgrounds along with our commitment to our customers and each other and a passion for excellence We live up to our values DAB Delight your customers Act as a Founder and Better Together Mindtickle is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race colour religion sex national origin disability protected veteran status or any other characteristic protected by law Your Right to Work - In compliance with applicable laws all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us