Manager, Service Delivery

Jamf

3d•$95,000 - $147,000•Remote

About The Position

The Manager, Service Delivery leads a team of Professional Services engineers serving education customers and is accountable for delivery quality, utilization, and margin across the team's services engagements. The role owns project management for those engagements, balances team capacity between project and consulting work, and builds repeatable practices that let the team scale. The Manager partners with Customer Onboarding, Sales, and Customer Success to scope and forecast work so customers reach successful implementations on time and within budget.

Requirements

5+ years in professional services, customer implementation, or technical project delivery in a SaaS or technology environment.
3+ years leading others through formal people management or functional or end-to-end project leadership, including coaching, directing work, and accountability for team or project outcomes.
3+ years managing multiple concurrent customer projects, including scoping, scheduling, scope and budget control, risk and dependency management, change requests, status reporting, and customer communication.
Experience managing capacity, utilization, or resource forecasting for a delivery or services team.
Ability to influence and align cross-functional partners such as Sales, Customer Success, and implementation teams without direct authority.
Strong written and verbal communication, including translating complex technical concepts into plain language for customers and executives and handling difficult conversations and escalations.
Bachelor's degree in business, information technology, or a related field; a combination of relevant experience and education may be considered.

Nice To Haves

Formal people management experience, including hiring and performance management.
Experience building lightweight project management practices, such as intake, templates, shared trackers, and status reporting, for a delivery team.
Familiarity with Apple device management or the Jamf platform.
Familiarity with CRM, project-tracking, and customer success platforms, and with financial and margin reporting for a services team.
Project management certification, such as PMP.

Responsibilities

Lead and develop Professional Services engineers by coaching technical and consulting skills, managing performance, supporting career growth, and owning hiring and onboarding.
Manage services engagements from kickoff through close, including planning, scheduling, scope and budget control, change requests, status tracking, risk management, and customer communication.
Manage team capacity and utilization across project delivery and consulting work; forecast demand with Sales and Customer Success, plan for seasonal education renewal peaks, and give leadership early visibility into staffing gaps.
Review engagement scopes and estimates with Architects and Sales to confirm work is well scoped, properly staffed, and aligned to margin targets.
Make day-to-day staffing, prioritization, and engagement-scoping decisions within agreed delivery and margin targets; escalate contract exceptions, headcount changes, and cross-team priority conflicts to Services senior leadership.
Define the team's consulting role on customer implementations in partnership with Customer Onboarding, including when Services is engaged, what Services provides, and ownership of each part of the work.
Establish repeatable project management practices, including intake, templates, shared trackers, status reporting, and post-project reviews.
Serve as the escalation point for customer and delivery issues, resolve problems, and apply lessons learned to prevent recurrence.
Track and report utilization, project health, backlog, margin, and customer satisfaction, using results to improve delivery quality and customer outcomes.
Partner with Customer Onboarding, Architects, Sales, Customer Success, and other teams to align priorities and solve problems, influencing teams outside the direct reporting line.
Perform other duties and special projects as assigned.