Delivery Manager (Professional Services)
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 manage team staffing, utilization against targets, and ensure alignment with company objectives. You will have direct line‑management responsibilities, coaching, and performance management, always ensuring your team consistently delivers high‑quality professional services. Collaboration with delivery managers, the Professional Services Senior Management Team, Solution Architects, pre‑sales, and Customer Success teams will be essential to drive successful outcomes. You will continuously evolve our project methodologies to enhance delivery speed and quality, drive commercial focus around NRR delivered revenue and key KPIs, support customer projects, work with subcontracted partners, and act as a bridge between delivery and sales/pre‑sales.
Responsibilities
* 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.
* 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.
* Maintain 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 is 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.
Qualifications
* 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 would be a big plus, preferably German or French.
* 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.
Benefits
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. You must be eligible to work in one of the countries listed.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Management and Manufacturing
Industry
Software Development
EEO Statement
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to peopleandplaces@zendesk.com with your specific accommodation request.
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