Delivery Hub Manager

Sitecore Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology firm in Kuala Lumpur is seeking a Team Manager for their Professional Services team. This pivotal role involves managing a team of consultants to deliver high-quality operational excellence, while also remaining hands-on with selected delivery work. Ideal candidates should have extensive experience in consulting and proven leadership skills in a SaaS environment. Sitecore operates on a global level, looking for innovative leaders who can develop effective solutions and support a culture of learning.

Qualifications

• 6–9 years of experience in consulting, delivery operations, or customer success within a SaaS or Professional Services environment.
• Proven leadership experience, ideally managing small delivery or operations teams (5–10 members).
• Experience with Sitecore products or the broader Sitecore ecosystem.
• Strong technical or analytical background.
• Excellent English communication and stakeholder management skills.
• Strong process discipline and experience implementing standardized delivery models.
• Comfortable working across time zones in a distributed/global team.

Responsibilities

• Manage, mentor, and develop a team of consultants and technical consultants.
• Monitor execution quality to ensure SLAs and documentation standards are met.
• Act as the primary interface between Hub resources and regional field teams.
• Execute standardized and repeatable activities across workstreams.
• Track key metrics and communicate insights to leadership.
• Support recruitment, onboarding, and capability development.
• Identify opportunities to drive scalability and efficiency.

Skills

Consulting

Delivery operations

Customer success

Leadership

Technical knowledge

Analytical skills

Communication

Process discipline

Tools

Jira

Confluence

Salesforce

Certinia

Job description

About Us

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

About the Role

Sitecore is experiencing rapid global growth, and to continue this success, we are looking for talented consultants to join our Professional Services team. At Sitecore, we are committed to delivering cutting‑edge technology solutions that drive customer success. If you're passionate about innovation and ready to lead a team to build impactful solutions, this role could be for you.

Sitecore is expanding its global delivery capability through the launch of the CVR Services Solutions Hub (KL). The Hub will support our global Professional Services and Customer Success teams by executing standardized, repeatable, and process‑driven activities that enable our field consultants to focus on strategic customer engagement.

As a Team Manager, you’ll act as a player–coach—leading a team of consultants and technical consultants while remaining hands‑on with selected delivery work. You’ll combine operational oversight, technical contribution, and team development to ensure the Hub delivers consistently high‑quality outcomes.

This role is ideal for a senior consultant ready to step into leadership, while maintaining a direct connection to delivery.

What You’ll Do

• Lead and Coach: Manage, mentor, and develop a team of consultants and technical consultants to deliver operational excellence, quality, and efficiency.
• Delivery Oversight: Monitor execution quality, ensuring SLAs, documentation standards, and process adherence are consistently met.
• Collaboration: Act as the primary interface between Hub resources and regional field teams to align on priorities, expectations, and deliverables.
• Delivery: Execute standardized and repeatable activities across Advisory, Customer Success, and Project Management workstreams.
• Performance Management: Track key metrics (SLA adherence, utilization, error rate, delivery volume) and communicate insights to leadership.
• Enablement and Growth: Support recruitment, onboarding, and capability development within the Hub, fostering a culture of learning and accountability.
• Continuous Improvement: Identify automation, tooling, or process opportunities to drive scalability and efficiency.

What You Need to Succeed

• 6–9 years of experience in consulting, delivery operations, or customer success within a SaaS or Professional Services environment.
• Proven leadership experience, ideally managing small delivery or operations teams (5–10 members).
• Experience with Sitecore products or the broader Sitecore ecosystem.
• Strong technical or analytical background, with the ability to contribute directly to delivery when required.
• Excellent English communication and stakeholder management skills.
• Strong process discipline and experience implementing standardized delivery models.
• Proficiency in collaboration and PSA tools (e.g., Jira, Confluence, Salesforce, Certinia).
• Comfortable working across time zones in a distributed, global team environment.

Additional Skills That Set You Apart

• Understanding of Customer Value Realization or Customer Success practices.
• Experience establishing or scaling offshore or shared‑services delivery teams.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.