Service Delivery Manager – Software Publisher Services - anywhere in EMEA

Connor Consulting

17h•Remote

About The Position

Connor Consulting International is seeking a Delivery Manager to build and own the delivery infrastructure for their Software Publisher Services practice. This is a central role focused on ensuring consistent engagement delivery, documenting processes, and effectively deploying team members. The position is not client-facing or commercially focused; instead, it involves building and maintaining business systems for tracking, quality frameworks, resource management, team development, and governance. Success is measured by the strength of the created infrastructure and the capability of the grown teams. The ideal candidate is a systems thinker who thrives on building scalable infrastructure, gains authority through demonstrated value, and can operate effectively across a matrix structure spanning multiple regions and clients.

Requirements

Significant experience in delivery management, operations management, or programme management within a professional services or advisory environment.
Experience in building delivery infrastructure that scales across multiple clients and regions.
Proven track record of building governance systems, quality frameworks, and operational processes.
Experience managing a shared resource pool or bench model, including capacity planning and skills assessment.
International delivery experience, comfortable working across time zones and cultures.
Experience with delivery tracking tools, dashboards, and reporting systems.
Systems thinker: sees the whole picture and designs infrastructure that connects the parts.
Ability to influence without authority, building credibility through demonstrated value.
Builder mentality: finds satisfaction in creating infrastructure that others rely on.
Collaborative partner: works effectively with senior commercial leaders.
Culture builder: understands and has experience in building/shaping team cultures, especially across distributed or multi-regional teams.
People developer: invests in growing team capability.
Transparent communicator: surfaces reality, flags risks early, and presents data honestly.
Degree-level education or equivalent professional experience.

Nice To Haves

Experience in software license compliance, software asset management, or a related technology advisory field.
Understanding the audit lifecycle and client engagement model.
Relevant certifications in project management, delivery management, or quality frameworks (e.g., PMP, PRINCE2, ITIL, Six Sigma, or similar).
ITAM, SAM, or vendor-specific compliance certifications.

Responsibilities

Build, maintain, and continuously improve the tracking, reporting, and process infrastructure for delivery across all clients and regions, including project tracking systems, dashboards, documented processes, and engagement lifecycle frameworks.
Own the delivery system end-to-end, establishing processes and frameworks as business standards.
Provide the leadership team with operational data for informed decision-making, including delivery status, budget positions, risk indicators, and capacity outlook.
Build and sustain a strong, unified team culture across all regions, fostering an environment where people want to do their best work.
Connect people across geographies through deliberate forums, rituals, and shared experiences.
Design, maintain, and enforce quality frameworks, checklists, and processes to ensure consistent delivery standards.
Identify quality and consistency issues across regions before they reach clients, acting as an early warning system for systemic delivery risks.
Drive continuous improvement in quality outcomes through data, process refinement, and structured governance.
Manage the shared resource pool across regions, assessing capability, tracking availability, and preparing staffing recommendations.
Build and maintain a rolling capacity view for proactive organizational planning.
Own time-to-fill performance, ensuring efficient staffing of engagements.
Be the primary owner of career development, skills frameworks, and training for delivery and technical teams.
Conduct skills assessments, identify development needs, and build training programs.
Manage onboarding effectiveness to ensure new team members become productive quickly.
Initiate and manage performance improvement plans when needed.