Delivery Success Manager

The Delivery Success Manager (DSM) ensures high-quality and successful service delivery from our extended network of service partners. The DSM acts as the central point of contact, advocating for service excellence while collaborating closely with customers, partners, and internal teams. The role is crucial for identifying and resolving delivery challenges, reinforcing best practices, and driving ongoing improvement in partner-led customer engagements. Success in this position requires strong partner management, service delivery expertise, and project management skills, alongside a proactive drive for customer success.

In this role, you will:

• Establish and maintain productive, collaborative relationships with partner delivery resources.
• Facilitate regular communications and governance meetings with partners to review project progress, address concerns, and align on standards.
• Ensure partner compliance with agreed service delivery frameworks, methodologies, and quality standards.
• Oversee the delivery and quality of partner-led services through routine reviews and gathering customer feedback.
• Proactively identify risks and collaborate with partners to implement mitigation strategies.
• Lead the resolution of delivery escalations, maintaining clear and effective communication.
• Champion continuous improvement by identifying and enacting process enhancements that optimize partner delivery.
• Serve as a customer advocate, managing expectations and driving satisfaction throughout the service lifecycle.
• Help remove internal roadblocks that may impede partner success, acting as an advocate within the organization.
• Work closely with product, engineering, and support teams to resolve partner-reported issues and identify trends for systemic improvement.
• Facilitate joint problem-solving between internal and partner teams to address root causes and implement corrective actions.

• 3-5 years' experience managing or overseeing technical service/implementation delivery through external partners.
• A strong understanding of SaaS implementation methodologies and best practices.
• Excellent written, verbal, and presentation communication skills.
• A proven track record in building strong relationships and influencing stakeholders at all levels.
• Strong analytical and problem-solving abilities with a data-driven approach to performance improvement.
• Experience using project management tools and methodologies.
• Bachelor's degree or equivalent experience.

• Service Delivery Expertise: Deep knowledge of SaaS methodologies and frameworks (e.g., ITIL); ability to monitor KPIs; experience with quality assurance.
• Project & Program Management: Ability to manage multiple partner engagements, review plans, identify risks, negotiate, and influence without authority.
• Problem-Solving & Analytical Skills: Strong analytical mindset to address delivery issues and recommend solutions; data-driven decision-making.
• Communication & Interpersonal Skills: Outstanding communication, facilitation, collaboration, active listening, and empathy across cross-functional teams.
• Technical Aptitude: Solid grasp of SaaS platforms and underlying technology; ability to explain technical concepts in business terms.
• Risk Management & Mitigation: Identifying risk areas and designing mitigation plans; managing and escalating critical issues as needed.
• Process Improvement: Continuous improvement mindset for process enhancements and process documentation.