Service Delivery Senior Manager – Software Publisher Services

Accountabilities

• • Build, maintain, and continuously improve delivery tracking, reporting, process infrastructure, dashboards, and engagement lifecycle frameworks across clients and regions.
  • Own the delivery operating system, establishing practical standards and frameworks that become embedded into the organisation's ways of working.
  • Provide leadership with accurate operational data covering delivery status, budgets, risks, capacity, and resource requirements to support informed decision-making.
  • Design and maintain quality frameworks, checklists, governance processes, and continuous improvement mechanisms that promote consistent delivery standards.
  • Identify systemic quality and delivery risks early, using data and structured governance to address issues before they affect clients.
  • Manage the shared resource pool across regions, assessing capability, availability, and staffing requirements while maintaining a forward-looking capacity plan.
  • Own time-to-fill performance and ensure engagements are staffed with appropriately skilled resources efficiently.
  • Lead career development, skills assessment, training, onboarding, and performance improvement processes for delivery and technical teams.
  • Build and strengthen a unified global team culture across geographies, encouraging collaboration, inclusion, professional pride, and continuous development.
  • Establish forums, communication rhythms, and shared practices that connect distributed teams and reinforce a consistent team identity.
  • Partner closely with senior commercial leaders, providing the operational infrastructure, data, and recommendations they need without taking ownership of their client or revenue responsibilities.
  • Prioritise quick wins and continuously demonstrate the practical value of new systems, processes, and governance initiatives.
  • Surface delivery risks and operational realities transparently, ensuring leadership has the information required to make effective decisions.

  Requirements

  • Significant experience in delivery management, operations management, programme management, or a related leadership role within professional services, consulting, or an advisory environment.
  • Proven experience building or significantly improving governance systems, quality frameworks, operational processes, and delivery infrastructure across multiple clients or regions.
  • Experience managing shared resource pools, capacity planning, skills assessments, staffing models, or similar operational functions.
  • Strong international delivery experience, with the ability to work effectively across time zones, cultures, and distributed teams.
  • Experience using delivery tracking tools, dashboards, reporting systems, and operational data to identify risks and support decision-making.
  • Experience in software license compliance, software asset management, IT asset management, or technology advisory services is highly desirable.
  • A strong understanding of systems thinking, process design, operational governance, and continuous improvement.
  • Demonstrated ability to influence stakeholders without relying on direct reporting authority, particularly within matrix organisations.
  • Proven people-development and culture-building experience, including supporting career progression, training, onboarding, and performance improvement.
  • Strong communication skills, with the ability to present operational information clearly, transparently, and constructively to senior stakeholders.
  • A builder mentality and the ability to create scalable systems that enable teams to operate effectively without excessive dependency on individual leaders.
  • Degree-level education or equivalent professional experience.
  • Certifications such as PMP, PRINCE2, ITIL, Six Sigma, or similar are advantageous.
  • ITAM, SAM, or vendor-specific compliance certifications are a plus.

  Benefits

  • Competitive compensation package aligned with the strategic scope and organisational impact of the role.
  • Flexible working environment designed to support distributed and international teams.
  • Opportunity to play a central role in strengthening the operational infrastructure of a specialist global advisory organisation.
  • Significant autonomy to design and implement delivery standards, governance frameworks, and scalable processes.
  • Direct collaboration with senior leadership and commercial stakeholders.
  • Opportunity to shape global team culture and develop the capabilities of delivery and technical professionals.
  • Paid mental health days and a generous vacation package.
  • Collaborative, international working environment focused on trust, accountability, diversity, and continuous learning.
  • Long-term opportunity to influence operational excellence as the organisation continues to grow.