Senior Manager, Service Delivery

3 weeks ago

United Kingdom GitHub, Inc. Full time

About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

Locations

In this role you can work from Remote, United Kingdom

Overview

GitHub is seeking a Senior Manager for Service Delivery for our Expert Services team reporting to the Director of EMEA. This position manages a team of Services Delivery Engineers and works closely with the Director, Engagement Managers and Project Managers to provide excellent customer service to our customers, as well as serve as a liaison to internal teams. This is a remote position that will be focused on supporting engagements in a specific geo/vertical.

The Senior Manager for Service Delivery plays a pivotal role in maintaining customer satisfaction by facilitating exceptional service from commencement to completion of service deliveries. This role is the liaison between internal teams and services sales, with a primary focus on stakeholder alignment and unblocking throughout the entire services process. In addition, they are responsible for managing a team of services engineers and helping them continue to grow and build their skills in GitHub. This role also works closely with the Resource Manager role to ensure their engineers are staffed on engagements that meet their respective skill sets. The Enterprise Services Delivery Manager is also focused on ongoing process improvement and operations flow specific to engagements to maintain a scalable, repeatable business.


Responsibilities

  • Partner closely with the regional Sales, Support, and Customer Success teams to service their business in-market.
  • Work with the Resource Manager to schedule and plan a large volume of engagements in the Enterprise space.
  • Collaborate with field services sales to understand customer needs so that Expert Services delivery can exceed expectations.
  • Reliably and consistently provides great customer experiences by scheduling engagements on time with appropriate resources. Manage customer communication with regards to scheduling and sentiment.
  • Develop and leverage a deep understanding of GitHub Services offerings in order to assign and schedule effectively.
  • Collaborate cross-regionally for optimized scheduling, delivery, and process fidelity.
  • Attend customer kick-off calls, build customer rapport, and garner customer feedback via satisfaction related surveys.
  • Contribute to weekly internal engagement reports that provide insight into team accomplishments specific to customer engagements.
  • Be the primary point of contact for the Services Delivery team when it comes to delivery expectations, customer context, or sales.
  • Ensure customer engagement issues are resolved in a fast and professional manner.
  • Work closely with operations teams on forecasting, reporting, assignment allocation, and process improvements.
  • Help standardize and optimize the engagement process flow.
  • Maintain a bias to act towards improving existing processes and communications.
  • Possess a deep knowledge of best practices when it comes to strategic delivery and customer satisfaction, executing in effective ways across complex projects.
  • Work with operations to build solutions for scheduling, time tracking, and engagement visibility.
  • Conduct partner alignment meetings and ensure partners understand their roles and responsibilities for co-delivered engagements.
  • Effectively develop and mentor team members to build broad and deep bench strength in the skills needed to manage and scale delivery needs.
  • Assist in recruitment, management, and onboarding of new team members.
  • Be a secondary support to the Project Management function.
  • Be a secondary support to operations reporting.

Qualifications

Required Qualifications:

  • Experience in a professional services, technology delivery, or software implementation operations role
  • Experience working in a customer-facing role
  • Experience working with partners on subcontracting, co-delivering, and services engagement oversight
  • Experience helping solve the problems of GitHub customers

Preferred Qualifications:

  • Experience working for a technology vendor in the DevOps, DevSecOps or Developer AI industry in an operations or project management capacity
  • Basic awareness of software development vocabulary and technical aptitude to learn basic Git and GitHub vocabulary
  • Excellent follow-up on action items with a get-it-done positive attitude in a fast-paced, frequently changing environment
  • Excellent communication skills, both verbal and written

GitHub values

  • Customer-obsessed
  • Ship to learn
  • Growth mindset
  • Own the outcome
  • Better together
  • Diverse and inclusive

Manager fundamentals

  • Model
  • Coach
  • Care

Leadership principles

  • Create clarity
  • Generate energy
  • Deliver success
Who We Are

GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.
#J-18808-Ljbffr

  • Senior Service Delivery Manager

    1 week ago

    United Kingdom Business Agility Group Full time

    Contractual Management: actively participates in Client / internal contract negotiations Production of Service Design requirements. Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments. Service Catalogue Management: ensures that the Service Catalogue is established, agreed...

  • Service Delivery Manager

    1 month ago

    United Kingdom Iaggbs Full time

    The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky. Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business...

  • Senior Delivery Manager

    3 days ago

    United Kingdom Zazu-Digital Full time

    Are you ready to make an impact in one of the UK's most dynamic and transformative public sector organisations? We are recruiting for the role of Senior Delivery Manager within the in-house digital product and services department of a groundbreaking public sector entity that's reshaping the way public services are delivered. The Role : Senior...

  • Senior Delivery Manager

    3 days ago

    United Kingdom Zazu-Digital Full time

    Are you ready to make an impact in one of the UK's most dynamic and transformative public sector organisations? We are recruiting for the role of Senior Delivery Manager within the in-house digital product and services department of a groundbreaking public sector entity that's reshaping the way public services are delivered. The Role : Senior...

  • Senior Service Delivery Manager

    3 weeks ago

    United Kingdom InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment Full time

    As a Head of Service Delivery you will: Work closely with the Head of Managed service to ensure performance is at a highest standard. Be the senior point of communication with customers Develop and implement service management strategy plans in line with business goals. Training and support for new starters and existing team members Build and...

  • Senior Service Delivery Manager

    3 weeks ago

    United Kingdom InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment Full time

    As a Head of Service Delivery you will: Work closely with the Head of Managed service to ensure performance is at a highest standard. Be the senior point of communication with customers Develop and implement service management strategy plans in line with business goals. Training and support for new starters and existing team members Build and...

  • Service Delivery Manager

    1 week ago

    United Kingdom GoodtoGive Limited Full time

    Company and Team Information GoodtoGive has been providing services to faith-based, third sector organisations since 2010. Our services comprise of Gift Aid Declarations Management, Charity Accounting and Charity Registration. These focused services are key to aiding our clients’ stability and growth, allowing them to concentrate on their key purposes. ...

  • Delivery manager service

    1 month ago

    United Kingdom Endeavour Recruitment Solutions Full time

    Technologies: Delivery Manager ECommerce Travel and Toursim Remote eCommerce Delivery Manager / Software Project Manager REMOTE Our client has a number of successful Travel and Tourism Websites and they require a Manager to sit between the Software Team and the business. This would suite a candidate with eCommerce Websites experience, Managing a team...

  • Senior/Delivery Manager

    3 days ago

    United Kingdom Zazu-Digital Full time

    Are you ready to make an impact in one of the UK's most dynamic and transformative public sector organisations? We are recruiting for the role of Senior Delivery Manager within the in-house digital product and services department of a groundbreaking public sector entity that's reshaping the way public services are delivered. The Role : Senior Delivery...

  • Senior/Delivery Manager

    3 days ago

    United Kingdom Zazu-Digital Full time

    Are you ready to make an impact in one of the UK's most dynamic and transformative public sector organisations? We are recruiting for the role of Senior Delivery Manager within the in-house digital product and services department of a groundbreaking public sector entity that's reshaping the way public services are delivered. The Role : Senior Delivery...

  • Service Delivery Manager

    4 days ago

    United Kingdom SmartCo Consulting Full time

    Service Delivery Manager – Digital Health SmartCo is one of the market’s fastest growing technology consultancies. We work with major international enterprises and public sector organisations, delivering high profile IT transformation programmes (Infrastructure / Cloud / Data / Security / Applications), supporting our clients achieve their business...

  • Service Delivery Manager

    5 days ago

    United Kingdom SmartCo Consulting Full time

    Service Delivery Manager – Digital Health SmartCo is one of the market’s fastest growing technology consultancies. We work with major international enterprises and public sector organisations, delivering high profile IT transformation programmes (Infrastructure / Cloud / Data / Security / Applications), supporting our clients achieve their business...

  • Delivery manager service

    1 month ago

    United Kingdom Alscient Full time

    Delivery Manager We provide great opportunities for people to develop and grow their career. We provide a fulfilling and enjoyable environment that supports that growth while working with the best people and teams around. That said, you will be working with the latest technologies, platforms, languages and best practices. There will be lots to learn,...

  • Senior Service Delivery Manager

    1 month ago

    United Kingdom Iaggbs Full time

    The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the Our vision is to become the most trusted digital airline. colleagues, accelerate business performance, increase shareholder value, and protect our...

  • Delivery manager service

    1 month ago

    United Kingdom DVF Recruitment Full time

    My client, a leading global law firm, is seeking a skilled Delivery Manager to join their Flexible Services, Technology & Consulting, LPM, and Managed Legal Services department. This pivotal role offers an exciting opportunity to shape the future of legal service provision. This is an essential role to the firm to ensure they are delivering world class...

  • Delivery manager service

    1 month ago

    United Kingdom DVF Recruitment Full time

    My client, a leading global law firm, is seeking a skilled Delivery Manager to join their Flexible Services, Technology & Consulting, LPM, and Managed Legal Services department. This pivotal role offers an exciting opportunity to shape the future of legal service provision. This is an essential role to the firm to ensure they are delivering world class...

  • Service Delivery Manager

    1 week ago

    United Kingdom Network IT Recruitment Limited Full time

    Network IT is currently recruiting for a Service Delivery Manager, to join our client on a permanent basis. Our client is a growing business, who offer a range of solutions to their customers in cloud, mobile, data, voice and IT security, with dedicated account management and 24/7 support offerings. The Role: This role is an excellent opportunity to...

  • Service Delivery Manager

    10 hours ago

    United Kingdom TalentHawk Full time €435

    Contract Azure Service Delivery Manager - Remote - up to €435 per day (European client) Do you have a passion for cloud technology and a proven track record of delivering exceptional customer service? Are you looking for a fast-paced, contract role where you can leverage your expertise in Azure to drive successful client outcomes? We are seeking a highly...

  • Service Delivery Manager

    9 hours ago

    united kingdom TalentHawk Full time

    Contract Azure Service Delivery Manager - Remote - up to €435 per day (European client)Do you have a passion for cloud technology and a proven track record of delivering exceptional customer service? Are you looking for a fast-paced, contract role where you can leverage your expertise in Azure to drive successful client outcomes?We are seeking a highly...

  • Service Delivery Manager

    18 hours ago

    United Kingdom TalentHawk Full time €435

    Contract Azure Service Delivery Manager - Remote - up to €435 per day (European client) Do you have a passion for cloud technology and a proven track record of delivering exceptional customer service? Are you looking for a fast-paced, contract role where you can leverage your expertise in Azure to drive successful client outcomes? We are seeking a highly...