Delivery Practice Manager, Professional Services

Clariti Cloud Inc.•Canada, KY

1d•Remote

About The Position

Join our mission to provide governments with exceptional experiences so they can do the same for their communities! What do we do?💥 We empower governments to deliver exceptional citizen experiences. Check out our ‘About Us’ page for a deep dive into our product and what makes us exceptional. How will you help us make an impact? 👩‍💻👨‍💻 Reporting to the Director of Professional Services, the Delivery Practice Manager, Professional Services will lead the strategic and operational delivery of customer projects within the Professional Services organization. You’ll be responsible for building and scaling delivery excellence, ensuring that every engagement drives measurable value for customers and aligns with Clariti’s business objectives.This role combines delivery leadership, practice development, and customer and partner relationship management. You’ll guide a team of consultants and/or engagement managers to deliver successful implementations while shaping methodologies, tools, and processes that enhance efficiency, quality, and customer satisfaction.You are a people-first leader with strong customer-facing acumen, operational rigor, and a track record of transforming Professional Services into a trusted partner function that accelerates customer outcomes and organizational growth.

Requirements

5+ years in Professional Services delivery, consulting, or implementation management within a SaaS, cloud, or enterprise software environment.
3+ years leading high-performing teams, scaling a practice & functional ownership, and managing customer-facing delivery operations
Demonstrated financial acumen and a track-record with managing and leading P&L with accountability for revenue, cost control, forecasting, and overall financial performance.
Experience developing and managing relationships with third-party or channel partners to enhance delivery capacity and capability.
Proven ability to build trusted relationships with executive-level clients and drive customer success outcomes.
Deep understanding of project management methodologies (Agile, Waterfall, Hybrid) and enterprise solution delivery.
Ability to translate business goals into actionable delivery plans and scalable operational processes.
Exceptional executive-level communication, negotiation, and conflict resolution skills; thrives in dynamic, customer-centric environments.
Familiarity with system integrations, data migrations, and enterprise SaaS architectures.

Responsibilities

Delivery Leadership
Lead the successful delivery of all customer implementation and service engagements for Tier 1 and Tier 2 customers, ensuring outcomes exceed expectations in quality, timeliness, and value realization.
Oversee and guide partner-led and joint delivery efforts, ensuring seamless collaboration between Clariti and its delivery ecosystem.
Establish and maintain delivery methodologies, governance frameworks, and best practices that ensure scalability, predictability, and repeatable success across all projects.
Collaborate with Sales, Solution Engineering, and partners during pre-sales to assist in defining project scope, delivery models, and implementation strategies that align with customer objectives.
Contribute to RFP responses and scoping efforts by providing delivery perspective, resource planning input, and realistic timelines to set achievable customer expectations.
Manage key customer escalations and coordinate with internal and partner stakeholders to ensure timely, empathetic resolution and sustained customer confidence.
Analyze and execute on strategic delivery initiatives, ensuring alignment with corporate goals and consistent communication of project priorities, value, and success metrics.
Practice Development
Build and continuously refine Clariti’s delivery framework, including playbooks, tools, and templates, to enable repeatable, high-quality engagements.
Develop scalable delivery models that integrate partner capabilities and accelerate time-to-value for customers.
Partner with cross-functional leaders to align delivery strategy with Clariti’s product roadmap, customer success goals, and business growth initiatives.
Identify and implement process improvements that increase efficiency, profitability, and customer satisfaction.
Establish measurable success metrics (e.g., utilization, margin, NPS, on-time delivery) and track team and partner performance against goals.
Capture and document lessons learned from customer projects to strengthen delivery methodology and partner enablement.
Partner Management
Own and nurture relationships within Clariti’s partner ecosystem, including delivery, integration, and system implementation partners, to ensure alignment with delivery standards and customer experience objectives.
Engage partners early in the sales and solutioning process to support scoping, RFP responses, and proposal development.
Oversee partner delivery performance, resource capacity, and quality assurance to maintain consistent, high-value outcomes.
Collaborate with partner organizations on enablement, training, and certification to expand Clariti’s delivery reach and maintain alignment with evolving methodologies.
Serve as the primary point of contact for partner engagement, ensuring open communication, mutual accountability, and continuous improvement across all delivery collaborations.
Customer Engagement
Act as a strategic advisor to customers, fostering trusted, long-term partnerships that drive adoption, expansion, and advocacy.
Manage the overall services relationship among strategic customers, partners, and Clariti throughout transformations, from pre-sales through post-go-live.
Represent Clariti in executive engagements to communicate value realization, delivery performance, and roadmap alignment.
Ensure a consistent and transparent customer experience across all engagements, whether delivered directly or through partners.
People Leadership
Attract, onboard, and develop top talent across Clariti’s Professional Services organization.
Provide ongoing coaching and mentorship to build delivery excellence and partner collaboration skills within the team.
Foster a culture of accountability, innovation, and continuous learning across both internal and partner delivery teams.
Champion inclusive leadership and diversity of thought in all aspects of people development and practice growth.