Service Delivery Manager ensuring high service levels for IT managed services customers by building relationships and managing operations. Engaging with clients to drive improvements and focusing on successful outcomes.
About the role
- Senior Manager in Professional Services leading implementation teams for CaptivateIQ's Incentive Compensation Management solutions. Collaborating with delivery, product, and customer experience teams to ensure client success.
Responsibilities
- Lead a growing team of Professional Services Consultants and Architects who implement CaptivateIQ's Incentive Compensation Management (ICM) solutions for our customers.
- Own a portfolio of strategic implementations and serve as the strategic liaison between delivery teams, Product, and Customer Experience leadership.
- Evolve our delivery frameworks, deepening consultative engagement with enterprise customers, and ensuring our implementations set clients up for long-term success and adoption.
- Track, monitor, and analyze KPIs (NPS, time-to-value, utilization, project profitability) to identify trends and improvement opportunities.
- Lead initiatives focused on scalability, automation, and knowledge sharing to drive faster, more consistent delivery.
- Champion a culture of consultative thinking and long-term customer success - coaching the team to look beyond go-live and focus on customer enablement and outcomes.
- Champion the strategic adoption of AI and automation to enhance team efficiency and insight, ensuring technology complements rather than compromises the consultative customer relationship.
- Manage delivery performance across the portfolio (capacity planning, utilization, margin, quality metrics, and customer satisfaction).
Requirements
- 7+ years of experience in Professional Services, Consulting, or Technical Implementation within SaaS or Enterprise Software.
- 3+ years of leadership experience, including managing Senior Individual Contributors.
- Proven success scaling delivery organizations or transforming implementation processes for efficiency and customer impact.
- Strong understanding of data integration, configuration, or business process automation.
- Exceptional stakeholder management and executive communication skills - comfortable interfacing with enterprise customers and internal executives.
- Nice to Have
- Experience with ICM or SPM platforms (CaptivateIQ, Xactly, Varicent, Anaplan).
- Technical fluency in SQL, ETL, APIs, or scripting languages.
- Experience leading distributed or offshore delivery teams.
- Familiarity with Agile methodologies or AI/automation in service delivery.
Benefits
- (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
- Flexible vacation days and quarterly mental health days so you can recharge
- Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
- Annual stipends for professional development and caretaking
- (US-ONLY) 401k plan to participate in and save towards the future
- Newest Apple products to help you do your best work
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent
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