Customer Delivery Manager

Role Overview

• Drive Operational Rigour and Delivery Excellence
• Own end-to-end accountability for Delivery Services, including scoping accuracy, delivery-to-scope, and delivery-to-budget
• Improve time-to-value (TTV) and reduce time-to-launch (TTL) across all customer engagements
• Drive utilisation and resource efficiency across the team
• Get into the details where needed: proactively managing risks, removing blockers and acting as a point of escalation from a Services perspective for customers and internal stakeholders alike
• Establish and enforce best-in-class delivery processes, tooling and governance
• Own the continuous evolution of the Delivery Services function, ensuring it keeps pace with customer needs, company growth and market expectations
• Maintain a clear, honest view of where the function is strong and where it needs to improve and take action accordingly
• Set the direction for how Delivery Services should operate at-scale and ensure that direction is reflected in how the team actually works day-to-day
• Drive meaningful, lasting improvements to how we deliver services: not just ideas, but changes that stick and raise the bar
• Define how AI should be used across Delivery Services, both internally and in customer engagements
• Ensure AI is used to meaningfully improve efficiency, consistency and quality of delivery
• Set expectations for the team on where and how AI should be applied and hold a high bar for adoption
• Bring a clear, practical point of view on how AI reshapes professional services at Fivetran
• Build a high-performing team culture with good vibes
• Coach and develop team members through regular 1:1s and structured career development plans
• Set clear expectations around performance, accountability and attention to detail
• Create an environment where the team can do their best work and enjoy doing it
• Act as a point of escalation for complex technical or delivery challenges
• Provide guidance on architecture, implementation strategy and best practices
• Partner effectively with technical stakeholders internally and externally
• Stay close to industry trends and bring informed perspectives into how we evolve our services

Requirements

• Proven experience leading onboarding, solution architect and/or professional services teams with strong control over scope, timelines and commercial outcomes for customers
• A track record of improving how a function operates: not just running it, but making it measurably better
• Strong commercial instinct, with the ability to work closely with Sales to shape deals and position Services as a value driver, not a blocker
• Clear interest and capability in applying AI to improve internal efficiency and customer delivery in practical ways
• Ability to operate at both a strategic and on-the-ground level, getting into the detail where needed
• Strong technical credibility in data, SaaS or cloud environments, with the ability to engage and unblock technical stakeholders
• A leadership style that drives high standards and accountability whilst maintaining good vibes
• Experience working cross-functionally with senior counterparts in Sales, Product, Engineering and Alliances (amongst others)
• A builder/operator mindset: someone who takes ownership and wants to continuously deliver improvement for the team and the company

Tech Stack

• Cloud

Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants*
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.