Manager, Service Delivery

Role overview Lead a Professional Services team delivering implementation and consulting engagements for education customers. You’ll be accountable for team development, project delivery quality, utilization, and margin, while coordinating with customer-facing and technical partners to plan work and achieve successful outcomes.

Responsibilities - Coach and develop engineers, manage performance and career growth, and oversee hiring and onboarding. - Manage customer engagements from kickoff through close, including plans, schedules, budgets, scope changes, risks, status updates, and communications. - Forecast demand and balance team capacity across projects and consulting work, accounting for seasonal education cycles. - Review project scopes and estimates with architects and sales partners to confirm staffing and financial targets. - Establish repeatable delivery practices, such as intake processes, templates, shared trackers, reporting, and post-project reviews. - Act as an escalation point, resolve delivery issues, and use lessons learned to prevent recurrence. - Track utilization, project health, backlog, margin, and customer satisfaction to improve delivery.

Requirements - At least five years in professional services, customer implementation, or technical project delivery in a technology or SaaS environment. - Three or more years leading people or projects, including coaching, directing work, and accountability for outcomes. - Three or more years managing multiple customer projects, covering scope, schedules, budgets, risks, dependencies, changes, and customer communication. - Experience with capacity planning, utilization management, or resource forecasting. - Ability to align cross-functional partners without direct authority and explain technical topics clearly to customers and executives.

Nice to have - Formal people management experience, including hiring and performance management. - Experience creating lightweight project management practices for a delivery team. - Familiarity with Apple devices and education customer environments.

Benefits and work setup - The source describes a flexible, supportive culture and an emphasis on work-life balance.