Delivery Manager - Client Implementation

Monstro•New York, NY

3d•$201,000 - $278,350•Hybrid

About The Position

Monstro is seeking a Delivery Manager to lead client implementation projects from kickoff through go-live and beyond. This is a critical founding role where you will lead the first client engagements hands-on while simultaneously building the delivery practice for future growth. The role will evolve into the head of the delivery function, leading a growing team. This position requires a blend of senior project management skills and relationship-building instincts, operating at the intersection of product, engineering, and client organizations to ensure successful implementations within complex enterprise environments, primarily banks and large financial institutions. The ideal candidate thrives in ambiguity and can drive progress within large, complex organizations. You will help build the delivery framework from the ground up, establishing the playbook, defining scalable processes, and building the team. This is a highly client-facing role requiring significant domestic and international travel (approximately 40-50%+).

Requirements

Proven track record delivering software or SaaS implementations into large enterprise clients—banks, financial institutions, telecoms, or government.
Ability and willingness to travel extensively (approximately 40–50%+), including frequent client-site visits and international assignments as required (e.g. Middle East, Europe).
Experience at a startup or growth-stage company that sold software or SaaS services to large enterprises—not solely large consulting or systems integrator backgrounds.
Strong project management skills with the ability to manage multiple workstreams, dependencies, and stakeholders simultaneously.
Exceptional relationship-building skills—you know how to map an organisation, find your champions, and neutralise blockers.
Comfortable operating as an individual contributor on the first engagements while thinking strategically about building a scalable practice.
Experience with enterprise clients who have strict SLAs around support, uptime, and delivery—you understand what it means to not miss a commitment.
Strong written and verbal communication skills, including executive-level stakeholder management.
Valid passport and ability to undertake international business travel as required, including maintaining any necessary travel documentation and work authorization.

Nice To Haves

International experience—managing global clients, distributed teams, or cross-border implementations.
Background in building a delivery or professional services practice from the ground up.
Experience being a player-coach: excited to do the work yourself today and build the team that does it tomorrow, while still remaining hands-on.

Responsibilities

Lead the full lifecycle of client implementation projects—scoping, planning, execution, go-live, and handover to support.
Manage project scope, timeline, resources, risks, and dependencies across multiple workstreams.
Serve as the primary point of contact for client stakeholders during implementation.
Ensure smooth coordination between Monstro’s product, engineering, design, and support teams and the client’s IT, operations, compliance, and business teams.
Deliver the first implementation personally as a hands-on individual contributor before scaling the team.
Develop deep relationships across client organisations—identify decision-makers, supporters, and potential blockers.
Navigate complex enterprise environments with multiple stakeholders, competing priorities, and internal politics.
Manage client expectations and communications throughout the engagement, including executive-level reporting.
Secure necessary sign-offs from IT, operations, compliance, and business teams to keep projects moving.
Design and implement scalable delivery processes, playbooks, governance models, and implementation methodologies.
Define the operating model for the delivery function as Monstro scales.
Hire, mentor, and lead future delivery managers and analysts as the team expands.
Continuously improve implementation approaches based on client feedback and operational learnings.
Work closely with the VP of Client Support to ensure a clean handover from implementation to ongoing operations.
Partner with product and engineering to feed client requirements and implementation learnings back into the product roadmap.
Coordinate with the go-to-market team on client onboarding and training activities.
Contribute to pre-sales efforts where implementation expertise is needed to close deals.