Senior Manager, Service Delivery

The Senior Manager, Service Delivery is a strategic leader and trusted advisor to our clients, orchestrating the successful delivery of comprehensive Experience Management (XM) solutions. Your focus is on maximizing the value and impact of our services, ensuring clients achieve their desired outcomes and experience tangible business results. You will foster a high-performance team culture, drive account-level profitability and growth, and act as the ultimate owner of client success. 

Responsibilities: 

• Delivery Excellence: Ensure engagements deliver exceptional value and impact, aligning with client expectations and business goals. Equip and hold team members accountable for owning the full scope of their responsibilities, ensuring timely and high-quality deliverables.
• Client Relationship Management: Build and maintain deep, strategic relationships with senior client stakeholders, acting as a trusted advisor and advocate.
• Team Leadership: Foster a high-performance culture within your teams, setting ambitious standards and providing direct, ongoing feedback. Optimize team structures and resource allocation to maximize efficiency and effectiveness. 
• Performance Management: Uphold clear performance expectations, goals, and KPIs for your team. Conduct regular performance reviews, providing constructive feedback and coaching for growth. Recognize and reward outstanding performance, fostering a high-achievement culture. 
• Financial Management: Take full ownership of the financial performance of your account and engagements, managing budgets, tracking expenses, and ensuring profitability. Collaborate with Account Executives to proactively identify and pursue upselling and cross-selling opportunities.
• Domain Expertise: Develop a deep expertise in XM methodologies, industry best practices, and organizational insights. Stay abreast of the latest trends and technologies, and apply your knowledge and expertise to guide clients in program design, XM best practices, and other advisory activities.
• Strategic Planning: In partnership with Account Executives, develop and manage comprehensive plans for accounts, including current delivery obligations, emergent needs, and opportunities to expand our service footprint.

• Demonstrated success (7-10+ years) managing complex projects and leading high-performing teams, preferably in a technology, consulting, or professional services environment.
• Deep understanding of business processes, financial management, and strategic planning, with the ability to translate technical solutions into tangible business value. 
• Ability to inspire, motivate, and empower teams, fostering a culture of collaboration, accountability, and continuous improvement. 
• Talent for building strong relationships with clients and internal stakeholders, earning trust and credibility through expertise and responsiveness.
• Ability to analyze complex issues, identify root causes, and develop creative solutions that meet client needs and drive business results. 
• Excellent written and verbal communication skills, capable of communicating complex technical concepts in a clear and concise manner to both technical and non-technical audiences. 
• Commitment to continuous learning and professional development, staying abreast of the latest trends and innovations in the XM space.