Service Delivery Manager

Role Overview

• Own and manage Professional Services delivery execution for an assigned sales region, ensuring alignment with customer requirements and internal commitments
• Serve as the Service Delivery Manager for Professional Services engagements, ensuring quality, consistency, and successful outcomes
• Act as the primary point of coordination across delivery teams, partners, and internal stakeholders in a matrixed organization
• Drive resolution of complex delivery challenges by bringing structure, clarity, and cross functional alignment
• Coordinate project delivery using a shared resource model, partnering with peer delivery leaders and functional managers to support utilization and staffing needs
• Monitor workloads, delivery coverage, and skill alignment across active engagements, escalating risks and constraints as appropriate
• Track, analyze, and report on key performance indicators related to delivery effectiveness, quality, and customer satisfaction
• Identify delivery risks, inefficiencies, and improvement opportunities, and partner with leadership to address them
• Apply and reinforce established delivery frameworks, best practices, and technical standards to ensure predictable outcomes
• Participate in continuous improvement activities, including delivery reviews, lessons learned, and corrective actions
• Partner with Sales and Account Management to support pre sales activities, deployment planning, and customer onboarding
• Engage with customer stakeholders to support satisfaction, retention, and successful adoption of Proofpoint solutions
• Collaborate with subject matter experts to support evolving technical and digital delivery capabilities
• Support cross functional initiatives that improve delivery effectiveness and end to end customer outcomes
• Promote a culture of accountability, collaboration, and knowledge sharing across the Professional Services organization

Requirements

• 5+ years of experience delivering technical or Professional Services engagements with increasing responsibility
• Strong experience working within a matrixed, shared resource environment, coordinating across teams without direct authority
• Hands on experience in Professional Services, Service Delivery, or Customer Success environments
• Demonstrated execution discipline and ability to manage multiple concurrent engagements and priorities
• Proven ability to resolve delivery challenges through influence, collaboration, and structured problem solving
• Strong communication and stakeholder management skills, with comfort interacting directly with customers and internal teams
• Interest in operational rigor, service quality, and continuous improvement
• Bachelor’s degree in science, technology, engineering, math, business, or equivalent practical experience desired

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities