Job description
Role Summary
The Senior Delivery Manager is a customer-facing delivery leader responsible for designing, coordinating, and delivering complex SaaS implementations from initiation through successful completion. This role combines solution design, project delivery, financial accountability, and customer advisory, while providing non-managerial leadership and mentoring across delivery teams.
The role operates with a high degree of autonomy, leads delivery in ambiguous and high-stakes situations, and is trusted by customers, cross-functional partners, and senior leadership to drive high-quality outcomes.
Key Responsibilities
- Own end-to-end delivery of complex, multi-workstream SaaS implementations from initiation through customer acceptance and completion.
- Engage with customers across the full lifecycle, supporting pre-sales solution shaping, implementation, delivery, and post-go-live optimisation as customers mature in their use of the platform.
- Define the delivery approach early in ambiguous or high-risk scenarios, setting clear scope, milestones, dependencies, and success criteria.
- Manage scope, schedule, and dependencies to ensure predictable, high-quality delivery outcomes.
- Design technical and process solutions aligned to customer business objectives and product best practices.
- Own scoped workstreams end-to-end, including planning, build, validation, and readiness for production use.
- Make accountable design and configuration decisions and proactively de-risk technical and operational complexities.
- Produce accurate initial delivery forecasts, including effort estimates, timelines, delivery milestones, and completion assumptions.
- Maintain and continuously update delivery forecasts throughout the engagement, tracking remaining effort, burn, and projected completion.
- Identify forecast variances early and take corrective action to realign delivery with commitments.
- Ensure delivery forecasts align with contractual scope, success criteria, and revenue recognition requirements.
- Proactively identify and manage delivery risks that may impact forecast accuracy, delivery timing, or commercial outcomes.
- Communicate forecast changes, risks, and implications clearly to internal stakeholders and customers as needed.
- Act as the primary delivery lead and trusted advisor for customers throughout the engagement.
- Lead complex product, process, and delivery conversations, connecting solutions to measurable business outcomes.
- Independently handle difficult customer conversations and delivery escalations, restoring alignment without management intervention.
- Anticipate delivery and resourcing issues early and address them before escalation occurs.
- Coordinate delivery across cross-functional teams, influencing prioritisation, sequencing, and timelines to protect delivery forecasts.
- Maintain stakeholder alignment by setting clear expectations, decision paths, and delivery governance.
- Deliver live training and enablement sessions to support customer adoption and long-term value realisation.
- Ensure effective knowledge transfer so customers can operate and extend the solution post-implementation.
- Create, maintain, and improve reusable delivery assets such as templates, playbooks, runbooks, and scripts.
- Drive cross-functional improvements to reduce recurring delivery friction and improve delivery predictability.
- Mentor peers through shared best practices and serve as a go-to resource for complex or sensitive engagements.
This job post has been translated by AI and may contain minor differences or errors.
