[Hiring] Manager, Service Delivery @Jamf

Role Description

The Manager, Service Delivery leads a team of Professional Services engineers serving education customers and is accountable for delivery quality, utilization, and margin across the team's services engagements. The role owns project management for those engagements, balances team capacity between project and consulting work, and builds repeatable practices that let the team scale. The Manager partners with Customer Onboarding, Sales, and Customer Success to scope and forecast work so customers reach successful implementations on time and within budget.

What you can expect to do in this role:

• Leads and develops a team of Professional Services engineers serving education customers by coaching technical and consulting skills, managing performance, supporting career growth, and owning hiring and onboarding so the team can deliver high-quality customer outcomes.
• Manages delivery of services engagements from kickoff through close, owning planning, scheduling, scope and budget control, change requests, status tracking, risk management, and customer communication so projects are delivered on time, on budget, and to quality commitments.
• Manages team capacity and utilization across project delivery and consulting work, forecasting demand with Sales and Customer Success, planning for seasonal peaks tied to education renewal cycles, and giving leadership early visibility into staffing gaps.
• Reviews engagement scopes and estimates with Architects and Sales to confirm work is well scoped, properly staffed, and aligned to margin targets.
• Makes day-to-day staffing, prioritization, and engagement-scoping decisions independently within agreed delivery and margin targets, escalating contract exceptions, headcount changes, and cross-team priority conflicts to Services senior leadership.
• Defines, in partnership with Customer Onboarding, the team's consulting role on customer implementations, including when Services is engaged, what Services provides, and who owns each part of the work.
• Establishes lightweight, repeatable project management practices, such as intake, templates, shared trackers, status reporting, and post-project reviews, so engineers can take on more project ownership and the team can scale.
• Serves as the escalation point for customer and delivery issues on Services engagements, resolving problems quickly and applying lessons learned to prevent recurrence.
• Tracks and reports team performance metrics, including utilization, project health, backlog, margin, and customer satisfaction, and uses the results to improve delivery quality and customer outcomes.
• Partners with Customer Onboarding, Architects, Sales, Customer Success, and other teams to align priorities and solve problems, influencing teams outside the direct reporting line.
• Other duties and special projects as assigned.

Qualifications

• 5+ years in professional services, customer implementation, or technical project delivery in a SaaS or technology environment (required)
• 3+ years leading others, through formal people management or through functional or end-to-end project leadership, including coaching, directing work, and accountability for team or project outcomes (required)
• 3+ years managing delivery of multiple concurrent customer projects, including scoping, scheduling, scope and budget control, risk and dependency management, change requests, status reporting, and customer communication (required)
• Experience managing capacity, utilization, or resource forecasting for a delivery or services team (required)
• Ability to influence and align cross-functional partners, such as Sales, Customer Success, and implementation teams, without direct authority (required)
• Strong written and verbal communication, including translating complex technical concepts into plain language for customers and executives and handling difficult conversations and escalations (required)
• Formal people management experience, including hiring and performance management (preferred)
• Experience building lightweight project management practices, such as intake, templates, shared trackers, and status reporting, for a delivery team (preferred)
• Familiarity with Apple device management or the Jamf platform (preferred)
• Familiarity with CRM, project-tracking, and customer success platforms, and with financial and margin reporting for a services team (preferred)

Requirements

• Bachelor's degree in business, information technology, or a related field (required)
• A combination of relevant experience and education may be considered (required)
• Project management certification, such as PMP (preferred)

Benefits

• Named a Best Workplace in Technology, 2022.
• Named 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine.
• 90% employee retention rate.
• Opportunity to make a real and meaningful impact for more than 60,000 global customers.
• Volunteer time off to support and give back to communities.
• Inclusive environment that values different perspectives.
• 23 of 25 world’s most valuable brands rely on Jamf.
• Over 100,000 Jamf Nation users, the largest online IT community in the world.
• National pay transparency range: $95,000 — $147,000 USD.