Service Delivery Manager
About The Position
The Service Delivery Manager, Professional Services is responsible for managing end to end service delivery execution and supporting customer outcomes across an assigned sales region. This is a highly visible, customer facing role accountable for delivery quality, consistency, and successful outcomes, while partnering closely with Sales, Customer Success, and cross functional stakeholders. This role operates with ownership and accountability, demonstrating strong execution skills, curiosity, and a desire to continuously improve delivery outcomes. The Service Delivery Manager focuses on operational excellence, structured execution, and cross functional coordination, working effectively within a matrixed, shared resource environment. The ideal candidate is a hands on delivery leader who enjoys solving complex delivery challenges, influencing without authority, and driving predictable outcomes in a fast paced, high growth organization.
Requirements
- 5+ years of experience delivering technical or Professional Services engagements with increasing responsibility
- Strong experience working within a matrixed, shared resource environment, coordinating across teams without direct authority
- Hands on experience in Professional Services, Service Delivery, or Customer Success environments
- Demonstrated execution discipline and ability to manage multiple concurrent engagements and priorities
- Proven ability to resolve delivery challenges through influence, collaboration, and structured problem solving
- Strong communication and stakeholder management skills, with comfort interacting directly with customers and internal teams
- Interest in operational rigor, service quality, and continuous improvement
- Bachelor’s degree in science, technology, engineering, math, business, or equivalent practical experience desired
- Ability to succeed in a customer focused, fast moving, and growth oriented organization
Responsibilities
- Own and manage Professional Services delivery execution for an assigned sales region, ensuring alignment with customer requirements and internal commitments
- Serve as the Service Delivery Manager for Professional Services engagements, ensuring quality, consistency, and successful outcomes
- Act as the primary point of coordination across delivery teams, partners, and internal stakeholders in a matrixed organization
- Drive resolution of complex delivery challenges by bringing structure, clarity, and cross functional alignment
- Coordinate project delivery using a shared resource model, partnering with peer delivery leaders and functional managers to support utilization and staffing needs
- Monitor workloads, delivery coverage, and skill alignment across active engagements, escalating risks and constraints as appropriate
- Track, analyze, and report on key performance indicators related to delivery effectiveness, quality, and customer satisfaction
- Identify delivery risks, inefficiencies, and improvement opportunities, and partner with leadership to address them
- Apply and reinforce established delivery frameworks, best practices, and technical standards to ensure predictable outcomes
- Participate in continuous improvement activities, including delivery reviews, lessons learned, and corrective actions
- Partner with Sales and Account Management to support pre sales activities, deployment planning, and customer onboarding
- Engage with customer stakeholders to support satisfaction, retention, and successful adoption of Proofpoint solutions
- Collaborate with subject matter experts to support evolving technical and digital delivery capabilities
- Support cross functional initiatives that improve delivery effectiveness and end to end customer outcomes
- Promote a culture of accountability, collaboration, and knowledge sharing across the Professional Services organization
Benefits
- flexible time off
- comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year
- three-week Work from Anywhere option
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
