Service Delivery Senior Manager – Software Publisher Services - anywhere in Europe

Connor Consulting

6d•Remote

About The Position

Connor Consulting Partners, LLC is a specialist advisory firm delivering software license compliance and advisory services to a global client base. We are in an exciting period of growth and organisational maturity. Our line of business is structured so that every person operates at their highest value: Directors focus on client outcomes and commercial growth, a dedicated delivery management function provides the operational infrastructure, and Account Managers and Technical Leads run day-to-day execution with genuine autonomy. The result is a firm where the delivery engine is as strong as the commercial engine. We are looking for a Delivery Manager / Senior Manager to own and build the delivery infrastructure for our Software Publisher Services practice. This is a pivotal role: you sit at the centre of the organisation, ensuring that every engagement is delivered consistently, every process is documented and followed, and every team member is developed and deployed effectively. This is not a client-facing commercial role, and it is not a project management role. You will not own client relationships or carry revenue targets. Instead, you will build and maintain the business systems that everyone else relies on: tracking, quality frameworks, resource management, team development, and governance. Your success is measured by the strength of the infrastructure you create and the capability of the teams you grow. The right person for this role is a systems thinker who finds satisfaction in building infrastructure that scales, who understands that authority comes from demonstrated value rather than positional power, and who 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 software license compliance, software asset management, or a related technology advisory field is highly desirable.
Understanding the audit lifecycle and client engagement model will accelerate your impact.
Proven track record of building governance systems, quality frameworks, and operational processes, either from scratch or by significantly improving existing ones.
Experience managing a shared resource pool or bench model. You understand capacity planning, skills assessment, and the dynamics of matching people to engagements.
International delivery experience. Our teams operate across APAC, EMEA, and the Americas. You are comfortable working across time zones and cultures and understand the challenge of maintaining consistency at a distance.
Experience with delivery tracking tools, dashboards, and reporting systems. You are comfortable with data and use it to drive decisions and surface risks.
Systems thinker. You see the whole picture and design infrastructure that connects the parts. You think in processes, frameworks, and feedback loops, not just individual tasks.
Influence without authority. You build credibility through demonstrated value. You can get things done in a matrix structure where people do not report directly to you, and you understand that the best systems are the ones people want to use.
Builder mentality. You find genuine satisfaction in creating infrastructure that others rely on. You would rather build a system that works without you than be the person everything depends on.
Collaborative partner. You work effectively with senior commercial leaders who have different priorities and pressures. You provide data and recommendations without overstepping into their decision-making authority.
Culture builder. You understand that a strong team culture is not a byproduct of good process, it is a prerequisite. You have built or shaped team cultures before, particularly across distributed or multi-regional teams, and you know how to make people feel connected to something larger than their individual work.
People developer. You invest in growing your team's capability because you understand that team quality is infrastructure. Skilled, confident people are the foundation everything else is built on.
Transparent communicator. You surface reality. You present data honestly, flag risks early, and never filter information to make things look better than they are.
Degree-level education or equivalent professional experience.
Relevant certifications in project management, delivery management, or quality frameworks are advantageous (e.g., PMP, PRINCE2, ITIL, Six Sigma, or similar).
ITAM, SAM, or vendor-specific compliance certifications are a plus but not required.

Responsibilities

Build, maintain, and continuously improve the tracking, reporting, and process infrastructure that underpins delivery across all clients and regions. This includes project tracking systems, dashboards, documented processes, and engagement lifecycle frameworks.
Own the delivery system end-to-end. Your processes and frameworks become business standards that the entire organisation operates within, not optional guidance, but the way we work.
Provide the leadership team with the operational data they need to make informed decisions without being operationally involved: delivery status, budget positions, risk indicators, and capacity outlook.
Build and sustain a strong, unified team culture across all regions. Our delivery teams operate as one global team, there is no distinction between onshore and offshore, front office and back office. You are the person who makes that identity real, not just aspirational.
Create an environment where people want to do their best work. Culture is not a side project, it is the foundation that every process, framework, and governance cadence is built on. If the culture is wrong, nothing else works at scale.
Foster professional pride in delivery standards. When the team sees quality and consistency as part of their identity rather than something imposed on them, you have built something that sustains itself.
Connect people across geographies. In a distributed team, culture does not happen by accident. You deliberately create the forums, rituals, and shared experiences that make people feel part of something larger than their individual engagement.
Champion inclusion and professional development as core cultural values. Every team member, regardless of region, role level, or tenure, should see a clear path forward and feel invested in by the organisation.
Design, maintain, and enforce the quality frameworks, checklists, and processes that ensure consistent delivery standards across every engagement. Directors set the quality expectations for their clients; you build the infrastructure that reliably delivers against those expectations.
Identify quality and consistency issues across regions before they reach clients. You are the organisation's 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. Assess capability, track availability, and prepare staffing recommendations for Director decisions.
Build and maintain a rolling capacity view so the organisation can plan proactively rather than react to resourcing gaps.
Own time-to-fill performance, ensuring that engagements are staffed with the right people quickly and efficiently.
Primary owner of career development, skills frameworks, and training for the delivery and technical teams. You are responsible for growing the capability of the people who deliver our work.
Conduct skills assessments, identify development needs, and build training programmes that close gaps systematically.
Manage onboarding effectiveness, ensuring new team members are productive and contributing within a defined timeframe.
Initiate and manage performance improvement plans where needed. You own the people development infrastructure.