[Hiring] Service Delivery Manager @Axon

Role Description

As the Service Delivery Manager, you will lead a team responsible for delivering successful implementations of Axon Enterprise’s products, including (but not limited to) Axon Evidence, associated software solutions, and hardware sensors. Your team will guide customers through onboarding, configuration, training, and deployment, ensuring each solution is implemented smoothly and aligned with the customer’s operational needs.

Beyond delivering projects, this role focuses on creating exceptional customer experiences at every stage of the implementation journey. You will ensure the team anticipates customer needs, communicates clearly, and removes obstacles so agencies can quickly realise the full value of Axon’s technology. Through your leadership, you will foster a culture where the team takes pride not only in what they deliver, but in how they deliver it—bringing care, ownership, and collaboration to every customer interaction.

Location: Remotely from United Kingdom

Reporting to: Sr. Director Professional Services, International

Number of Reports: 8

Travel Expectations: approx. 40%

What You'll Do

• Team Leadership: Guide, mentor, and develop the Service Delivery Team, fostering a collaborative and high-performance culture. Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team skills and knowledge.
• Resource Management: Effectively manage team resources, ensuring optimal allocation and utilization of skills and expertise to meet project demands. Monitor team workloads and provide support to balance priorities.
• Complex Deployments: Lead and manage a team responsible for executing complex, enterprise-grade product deployments. Provide strategic oversight across change management activities, technical presentations, solution demonstrations, and technical workshops, ensuring alignment between client partners and internal stakeholders.
• Stakeholder Collaboration: Work closely with business and IT leaders to define the vision, scope, and delivery timelines for project deliverables. Ensure that project milestones and deadlines are met, and that all documentation supports project scope and customer acceptance for revenue recognition while maintaining clear communication and strong customer partnerships throughout the implementation lifecycle.
• Technical Expertise: Maintain a deep understanding of Axon products and services, ensuring the team successfully installs, configures, and tests solutions, including interview rooms, in-car video systems, activation devices, and body-worn cameras.
• Feedback & Documentation: Document customer feature requests and issues, providing critical feedback to sales and product management teams for continuous improvement.
• Strategic Planning: Work closely with the PSO Commonwealth Director and Sr. International Director to align on strategic initiatives. Contribute to the strategic planning of the Service Delivery Team, identifying opportunities for process improvements, resource enhancements, and service offerings.

Qualifications

• Proven experience in managing teams, with strong leadership skills to guide and develop talent in a dynamic environment.
• Proven operating experience in areas such as Digital Video, Mobile Communications, or SaaS.
• Experience in project management and resource tracking, with a strong understanding of software/hardware testing and implementation within complex customer environments.
• Comfort with basic networking concepts and mobile applications, combined with the ability to troubleshoot effectively.
• A solid understanding of the company's solutions and products, including their strengths, weaknesses, opportunities, and threats. Law enforcement experience not mandatory but considered an asset.
• Demonstrated ability to implement, drive, and track multiple simultaneous projects, with strong problem-solving skills.
• Availability to travel (40%) within the United Kingdom & Ireland, with occasional international travel.
• Bachelor’s degree in Management, Business or Information Technology, Information Systems, or applicable Technical Engineering (Computer Science, Software Engineering, Software Development), or equivalent experience.

Benefits

• Competitive base salary and RSUs.
• Comprehensive pension plan with matching contribution.
• Private health insurance & cash plans.
• 30 days paid holiday + UK public holidays.
• Enhanced maternity/paternity leave.
• GymPass subscription.
• Life assurance & income protection.
• Career growth support and wellness resources.