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: 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.

• 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.

• 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.