Senior Delivery Manager, Professional Services

📋 Description

• • Independently develop, manage, and execute project plans based on statements of work to align with customer business goals.
• • Lead both project- and program-level engagements across enterprise clients, ensuring successful closure and alignment between customer stakeholders and internal account teams.
• • Proactively identify and assist in closing expansion opportunities in services and software to drive business growth.
• • Manage project budgets exceeding $500K USD, monitoring closely and preparing change orders as needed to maintain scope and financial integrity.
• • Oversee 10+ project resources across internal, partner, and customer teams, including onshore, nearshore, and offshore personnel.
• • Anticipate resource availability issues and create backup plans to mitigate delays or skill gaps.
• • Drive project timelines using Agile Scrum methodologies, while adapting to Waterfall when requested by customers.
• • Independently assess technical and non-technical risks, create mitigation plans, and communicate risks effectively to CXO-level stakeholders.
• • Proactively engage cross-functional teams (product, engineering, support) to address risks before escalation.
• • Deliver crisp, error-free weekly status reports to both internal and customer stakeholders.
• • Lead status calls with clear documentation of alignment and next steps.
• • Maintain rigorous PSA data hygiene to ensure project data accuracy with minimal variance.
• • Achieve high customer satisfaction (CSAT) scores through consistent project execution and proactive customer engagement.
• • Serve as a trusted advisor to customers, leveraging expertise in at least three industry verticals.
• • Evangelize Workato’s GEARS Framework and delivery methodology, coaching customers to become champions of their own automation strategy.
• • Articulate Workato’s differentiation in the iPaaS space by comparing key product features to competitors.
• • Play an active role in hiring, mentoring, and developing Associate Delivery Managers and Delivery Managers.
• • Contribute at least three assets per quarter to enhance and evolve the team’s delivery methodology.
• • Collaborate closely with pre-sales, sales, and customer success teams to drive customer success and business expansion.
• • Demonstrate high energy and strong project management skills in project scoping, planning, risk and change management, status reporting, and managing enterprise projects within complex, matrixed ecosystems.
• • Develop and maintain C-level relationships, establishing trust as a strategic advisor.
• • Demonstrate proven ability to grow accounts (ARR) and expand services through customer success.
• • Work cross-functionally within the organization to align on internal account strategy and serve as a key multiplier for business growth.
• • Possess iPaaS or integration experience with the ability to articulate functional and non-functional requirements to diverse stakeholders.
• • Manage and deliver five or more concurrent projects at the project and program level.
• • Thrive in a fast-paced, high-growth, and unpredictable environment.