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RetoolRetoolNew York, NY

Service Delivery Manager

Own end-to-end delivery for high-impact Professional Services engagements. Manage project plans, financial health, partner governance, and customer communication for complex SaaS implementations.

143k – 208k
Hybrid5+ YOEOther

About the role

What You'll Do

  • Own end-to-end delivery for a portfolio of high-impact Professional Services engagements
  • Maintain a deep understanding of project goals, technical context, and customer environment
  • Establish and maintain delivery structure: milestones, ownership, dependencies, and timelines
  • Build and maintain project plans with clear ownership, dependencies, and delivery milestones
  • Monitor project financial health, including scope, utilization, burn rate, and budget consumption; proactively identify expansion or change-order needs
  • Act as Retool’s delivery owner for partner-led engagements, holding partners accountable through governance
  • Partner closely with Solutions Architects to set the pace and manage scope
  • Lead customer communication with confidence: set expectations, run weekly syncs, and deliver weekly updates
  • Surface delivery, technical, or partner risks early and escalate with clear mitigation paths
  • Drive a clean project closeout and stakeholder handoff with minimal oversight

Requirements

  • 5+ years of experience in project, program, or service delivery management within SaaS, Professional Services, consulting, or agency environments
  • Proven ability to own complex, customer-facing delivery independently, from kickoff through closeout
  • Ability to engage credibly in technical delivery discussions, even without being hands-on in implementation
  • Experience managing multiple concurrent projects with senior stakeholders and competing priorities
  • Strong judgment in scope control, risk identification, and escalation
  • Demonstrated ability to hold external partners or vendors accountable through structured governance
  • Exceptional written and verbal communication skills, including executive-ready status reporting
  • Comfort operating in ambiguous, fast-moving environments where structure must often be created
  • Strong prioritization and time management across multiple concurrent engagements

Nice to Have

  • Experience with PSA tools (Rocketlane), enterprise SaaS implementations

Skills

Project ManagementProgram ManagementService DeliverySaaSProfessional ServicesScope ManagementRisk ManagementStakeholder ManagementExecutive CommunicationPsa ToolsRocketlane

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