Job Description
About the role
At Zendesk we are seeking a dynamic and experienced Delivery Manager to join our delivery team and help grow and mature Zendesk’s Professional Services offering.
In this role, you will lead one of our core delivery teams, comprising Services Consultants, Engagement Managers, and Technical Architects, and oversee the delivery of their work to Zendesk’s customers. You will be responsible for team staffing, managing utilization against targets, and ensuring alignment with company objectives.
As a key leader, you will have direct line management responsibilities, including coaching, performance management, and ensuring your team consistently delivers high-quality professional services. Collaboration is essential: you will work closely with fellow delivery managers, the Professional Services Senior Management Team, Solution Architects, pre-sales, and Customer Success teams to drive successful outcomes.
Bringing both knowledge and energy to the role, you will help continuously evolve our project methodologies to enhance delivery speed and quality.
Fluency in English is required, along with proficiency in a second language, German or French.
You will:
* Lead the staffing and allocation of technical architects, services consultants, and engagement managers across projects.
* Hold full responsibility for the management, coaching, and performance of a team of services consultants, technical architects and engagement managers.
* Optimize and manage team utilisation in alignment with company targets.
* Ultimate responsibility for the projects delivered by your team.
* Support customer projects directly when needed, either serving as a hands-on leader or governance role and providing escalation support for the team.
* Collaborate extensively with peers, especially other delivery managers and teams within Professional Services, including operations, to drive consistency and quality.
* Ensure delivery with a focus on continual improvement and quality, managing escalations and resolving issues proactively.
* Have a strong commercial focus, particularly around NRR delivered revenue and other key KPIs that contribute to Zendesk’s overall goals and performance.
* Work closely with subcontracted delivery partners to secure and maintain high-quality delivery.
* Follow the latest product releases and ensure the team are delivering the latest Zendesk technology to our customers
* Act as a bridge between delivery and sales/pre-sales teams to align service capabilities with these functions and build trusted relationships.
You have:
* Bachelor's degree in Business, IT, Engineering, or a related field. Advanced degrees or certifications are a plus.
* Minimum of 6+ years’ experience in consulting, professional services or within SaaS/Tech.
* Proven leadership experience preferably managing delivery teams and overseeing all aspects of successful project and consulting delivery.
* Strong knowledge of project methodologies and continuous improvement practices.
* Strong business acumen with the ability to drive the commercial aspects of service delivery.
* Demonstrated ability to work closely with sales and pre-sales teams.
* Excellent command of English and a second language preferably German
* Proactive and self-driven with strong problem-solving abilities.
* Excellent communication and interpersonal skills, capable of managing ambiguity and driving clarity across the team.
* Flexible and adaptable to changing priorities and evolving business needs.
* Technically minded, AI proficient with good business acumen.
* Energetic, enthusiastic, and eager to excel in a fast-paced environment.
* Strong prioritisation skills with the capacity to manage multiple stakeholder demands effectively.
Our Flexible working Model.
We embrace a flexible hybrid model, with just one day a week in the office, giving you the perfect balance between collaboration and the freedom of remote work.
This role is advertise in multiple locations and in order to success you must have the eligibility to work in one of the countries listed.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.