Delivery Manager

Job Description About the role 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 be responsible for team staffing, managing utilization against targets, and ensuring alignment with company objectives. As a key leader, you will have direct line management responsibilities, including coaching, performance management, and ensuring your team consistently delivers high-quality professional services. Collaboration is essential: you will work closely with fellow delivery managers, the Professional Services Senior Management Team, Solution Architects, pre-sales, and Customer Success teams to drive successful outcomes. Bringing both knowledge and energy to the role, you will help continuously evolve our project methodologies to enhance delivery speed and quality. Fluency in English is required, proficiency in a second language such as German or French would be a big plus. You will: 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 for the team.  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. Have 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 are 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.  You have: 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. Our Flexible working Model. 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. This role is advertise in multiple locations and in order to success you must have the eligibility to work in one of the countries listed. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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 with your specific accommodation request.