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.

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.