Delivery Manager

Job Purpose

The Delivery Manager will lead the successful implementation or optimization of our solutions for clients within their designated region (North America, EMEA). Reporting to the Associate Director of Professional Services Delivery, this role will be responsible for managing projects end to end including project plans, coordinating professional services activities, and building strong client relationships to ensure successful project delivery. The ideal candidate will combine project management expertise, client relationship skills, and operational excellence to drive positive customer outcomes and on-time, on-budget project completion.

Main Responsibilities

Project Management & Delivery

• Develop and maintain comprehensive project plans that align with client objectives and delivery methodology
• Track and manage project milestones, timelines, and deliverables to deliver key client outcomes
• Identify, assess, and mitigate project risks throughout the implementation lifecycle
• Coordinate resource allocation and cross-functional team activities
• Ensure project deliverables meet quality standards and client expectations
• Manage scope, budget, and timeline expectations with clients and internal teams

Client Relationship Management

• Build and maintain strong relationships with key client stakeholders
• Conduct regular client check-ins and status meetings
• Set and manage client expectations throughout the implementation process
• Ensure clients are informed, supported, and aligned with project activities
• Act as a primary point of contact for client implementation inquiries
• Anticipate potential issues and proactively address client concerns

Implementation Leadership

• Guide clients through the implementation journey from kickoff to go-live
• Coordinate activities between client teams and internal functional groups
• Inform clients of operating model, implementation methodology, and milestone expectations
• Provide guidance to clients on implementation best practices and requirements
• Manage escalations and resolve implementation challenges
• Ensure smooth transition from implementation to ongoing support

Pre-Sales Support

• Partner with PS pre-sales and sales teams to scoping new opportunities where needed
• Contribute to the development of statements of work, including scope, effort estimates, and timelines
• Participate in client presentations outlining professional services methodology and approach
• Support proposal development for implementation services
• Provide input on implementation feasibility and resource requirements for potential projects

Operational Excellence

• Maintain accurate project documentation including plans, status reports, and meeting notes
• Track and report on project KPIs and metrics
• Identify and implement process improvements for delivery efficiency
• Collaborate with other Delivery Managers to standardize best practices
• Contribute to the development of implementation methodologies and tools

Team Collaboration & Leadership

• Coordinate activities across cross-functional implementation teams
• Provide guidance to Associate Delivery Managers and implementation team members
• Foster collaboration between Consultants, Solutions Architects, and other team members
• Communicate effectively with all project stakeholders
• Contribute to knowledge sharing and team capability development

Requirements

Experience

• 4+ years of experience in project management, client delivery, or related roles History of successfully managing software implementation projects
• Experience building and maintaining client relationships
• Background in managing cross-functional teams
• Experience with software implementation or SaaS deployment

Project Management Skills

• Strong knowledge of project management methodologies and best practices
• Excellent planning, organizational, and time management abilities
• Experience managing multiple projects simultaneously
• Ability to identify and mitigate project risks effectively
• Proficiency with project management tools and techniques

Client Relationship Skills

• Excellent written and verbal communication abilities
• Strong presentation and facilitation skills
• Experience setting and managing client expectations
• Problem-solving and conflict resolution capabilities
• Ability to build trust and credibility with clients

Additional Skills

• Adaptability and flexibility in dynamic environments
• Strong attention to detail and process orientation
• Ability to work under pressure and meet deadlines
• Analytical thinking and decision-making capabilities
• Understanding of software implementation processes and challenges

Education & Certifications

• Bachelor's degree or commensurate experience required
• Project Management Professional (PMP) certification or equivalent preferred
• Agile/Scrum certifications a plus

Travel Requirements

• Willingness to travel up to 20% (domestic and international) to support client engagements

Location

• Flexible with preference for major business hubs in North America (ET)

Why Work for Unily?

In addition to a generous base salary and commission plan, here are somethings we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.

We offer a fantastic suite of benefits: 23 vacation days, 10 sick days, 1 annual volunteer day and 1 day off for your birthday! We offer medical, dental and vision coverage at 96% of the payroll cost at the employee-only coverage level and cover 80% for employee plus dependent levels. 1x your annual salary in Life and AD&D coverage at no cost to you. 5% match on your 401(k) and no vesting schedule after your first 90 days.

Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

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