Service Delivery Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager based in India.

This is a high-impact delivery role focused on leading complex SaaS implementation projects for customers across EMEA and APAC. You’ll manage a portfolio of 8–12 concurrent projects, coordinating cross-functional teams and customer stakeholders. The role combines project leadership, technical understanding, commercial ownership, and strategic problem-solving. You’ll work across data, integrations, APIs, SDKs, marketing technology, and AI-powered platform capabilities. AI and automation are central to the role, helping you reduce manual work and focus on delivery quality, risk, and growth. You’ll operate in a globally distributed, virtual-first environment with significant autonomy and flexible working practices. This is an opportunity to shape a growing India-based delivery function while creating measurable outcomes for global customers.

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Accountabilities

• Own end-to-end delivery for a portfolio of 8–12 concurrent implementation projects, managing plans, schedules, milestones, dependencies, critical paths, budgets, and go-live readiness.

• Lead customer implementations involving data migration, SDK integrations, APIs, webhooks, Event Streams, Item Collections, and other platform capabilities, ensuring projects launch successfully and deliver measurable business outcomes.

• Facilitate customer-facing meetings, clarify business requirements, translate them into actionable implementation plans, and proactively manage stakeholder expectations across time zones.

• Identify, communicate, and resolve project risks and escalations, ensuring issues are addressed early and the appropriate internal stakeholders are engaged.

• Provide proactive project reporting using AI-powered and automated tools rather than relying on manual reporting processes.

• Own commercial and services performance across the project portfolio, including utilization, scope management, profitability, services metrics, SOW review, and revenue tracking.

• Identify opportunities for additional services during delivery, support scoping and estimation, and create or contribute to commercial opportunities.

• Partner with Account Managers and Customer Success teams to align project delivery with broader customer objectives, success plans, and renewal timelines.

• Use AI assistants, automation platforms, dashboards, and data-driven workflows to improve project analysis, reporting, meeting preparation, customer research, and operational efficiency.

• Build and maintain automated workflows using tools such as ClickUp, Slack, Zapier, or similar platforms, and contribute ideas to the wider automation roadmap.

• Collaborate closely with Business Consultants, Solutions Consultants, Account Managers, Customer Success teams, Product, and Engineering to ensure smooth handoffs and effective resolution of technical blockers.

• Support cross-functional initiatives involving platform rollouts, data migrations, upgrades, and other strategic implementation programs.

• Track delivery health and portfolio trends through data and dashboards, using insights to improve project decisions and identify recurring operational patterns.

Requirements

• 5–7 years of experience in project or program management, preferably within SaaS, martech, digital services, or another technology-driven environment.

• Proven experience managing multiple concurrent implementation projects, ideally 10 or more at the same time.

• Strong understanding of web technologies and technical concepts, including APIs, SDKs, webhooks, data pipelines, and frontend/backend architectures.

• Hands-on experience with project management platforms such as ClickUp, Jira, Asana, or similar tools, with the ability to build or manage workflow automations.

• Commercial awareness and experience with SOWs, services scoping, utilization, revenue tracking, or related commercial processes.

• Excellent customer-facing communication skills, with the ability to lead meetings, produce clear reporting, influence stakeholders, and manage expectations across international time zones.

• Demonstrated ability to identify risks, solve problems proactively, manage ambiguity, and maintain delivery momentum across multiple workstreams.

• Comfortable working in an AI-first environment, with professional experience using AI assistants, automation tools, or similar technologies to improve productivity and decision-making.

• Experience with customer data platforms, martech, or personalization technologies such as Braze, Klaviyo, SFMC, Emarsys, or comparable solutions is advantageous.

• Familiarity with Jinja templating, SQL, scripting languages, Salesforce CPQ, or services quoting processes is a plus.

• Experience working with globally distributed teams and international stakeholders is preferred.

• PMP, PRINCE2, Agile, or comparable project management certification is beneficial.

Benefits

• Fully virtual-first working environment with flexible working hours.

• Freedom, autonomy, and a high-trust culture focused on outcomes rather than time tracking.

• Opportunity to work with cutting-edge AI technologies and integrate AI into everyday delivery workflows.

• Exposure to global customers, projects, and teams across multiple regions.

• Opportunity to help shape and scale a growing India-based service delivery function.

• Annual professional education budget of up to $1,500 for eligible employees, covering courses, certifications, books, and other learning resources.

• People development programs, leadership development opportunities, workshops, and coaching support.

• Employee Assistance Program and access to Calm for wellbeing and mental health support.

• Quarterly additional “DisConnect” days and opportunities for sports, yoga, and meditation.

• Up to 26 weeks of extended parental leave for eligible primary caregivers.

• Equity participation through Restricted Stock Units or Stock Options, depending on role, seniority, and location.

• Company performance bonus program.

• Employee referral bonus of up to $3,000.

• Paid volunteering allowance of up to 5 days per year for eligible employees.

• Company-wide events and opportunities to connect with colleagues globally.

• Recognition programs celebrating achievements and work anniversaries.

\nHow Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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