Delivery Manager, Professional Services

Workato; London; On-site; USD 60,000 - 100,000; Full time

Job description

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.

But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Responsibilities

We are looking for an experienced Delivery Manager to join our Professional Services team. This role plays an integral role in managing projects that guide our customers on automation best practices, architecture patterns, governance processes, and helping them scale their automation practice through initial and expansion services engagements.

Workato Delivery Managers are essential to the growth of our SaaS business and play an integral role in helping organizations leverage and adopt our platform across the enterprise. As a Delivery Manager, you will have ownership of our customer's implementation journey from post-sales to go-live, while building trusted customer relationships including C-level. The primary goal of the Delivery Manager is to help customers generate significant business value from their Workato investment. In doing so, you will be responsible for earning the right to be a trusted advisor by understanding and managing our customers throughout their project lifecycle and driving adoption. In this role, you will also be responsible to:

Project Execution & Delivery

1. Independently develop, manage, and execute project plans based on statements of work, ensuring alignment with customer business goals.
2. Ensure successful project closure, aligning customer stakeholders and internal account teams on next steps.
3. Proactively identify and assist in closing expansion opportunities in services and software.
4. Manage project budgets up to $500k, ensuring projects remain within scope and budget.
5. Monitor budgets closely and prepare change orders as needed.
6. Oversee 5+ project resources across internal, partner, and customer teams (including onshore, nearshore, and offshore resources).
7. Anticipate resource availability issues, proactively creating backup plans.
8. Identify and mitigate resource skill gaps, if applicable.

Agile Project Management

1. Drive project timelines, prioritizing client need and adapting plans without oversight.
2. Independently assess technical and non-technical risks, create mitigation plans, and communicate risks effectively up to the director/VP level.
3. Proactively engage cross-functional teams (product & engineering, support, etc.) to address risks before they escalate.

Stakeholder Communication & Reporting

1. Deliver crisp, error-free weekly status reports to both internal and customer stakeholders.
2. Lead status calls, ensuring alignment and next steps are clearly documented.
3. Maintain rigorous PSA data hygiene, ensuring project data is up to date with minimal variance.
4. Achieve high CSAT scores through excellent project execution and customer engagement.

Thought Leadership & Industry Expertise

1. Evangelize Workato’s GEARS Framework and delivery methodology, coaching customers to become champions of their own automation strategy.
2. Articulate Workato’s differentiation in the iPaaS space, comparing key product features to competitors.
3. Contribute 1+ assets per quarter to enhance delivery methodology.
4. Collaborate closely with pre-sales, sales, and customer success teams to drive customer success and business expansion.

Requirements

Qualifications / Experience / Technical Skills

1. 5+ years of project management experience with a proven track record of success.
2. 5+ years delivering professional services for a strategic consulting firm, large scale system integrator, or professional services unit within a software company.
3. Experience managing 2-3 project resources and project budgets up to $500k USD.
4. Experience with common project management methodologies, including Agile Scrum and Waterfall. Actively working on one (1) agile delivery methodology (SPC preferred, CSM, PSM, SAFE Agile, etc.) certification.
5. Experience in commercial business accounts, with 1-3 enterprise accounts preferred.
6. Demonstrated ability to develop and maintain director/VP-level relationships.
7. Demonstrate high energy and have strong project management experience, including:
8. Project scoping & planning.
9. Proven ability to develop and maintain C-level relationships, establishing trust as a strategic advisor.
10. Demonstrated ability to grow accounts (ARR) and expansion services.
11. Track record of working cross-functionally within an organization to align on internal account strategy, serving as a key multiplier for business growth.
12. iPaaS or integration experience preferred, with the ability to articulate common functional & non-functional requirements to various stakeholders.

Soft Skills / Personal Characteristics

1. Ability to thrive in a fast-paced, high growth and unpredictable environment.