Professional Services Delivery Lead

DynatraceLLC; Boston (MA); On-site; USD 150,000 - 180,000; Full time

Job summary

Dynatrace seeks a Service Delivery Lead to own delivery capacity planning, governance, and performance reporting. You will work with regional delivery leaders, consultants, and cross-functional stakeholders to optimize utilization and ensure customer engagements meet quality standards.

Responsibilities include improving delivery standards, proactive risk mitigation, and ensuring consistent experiences across regions.

Qualifications

• Bachelor's degree or equivalent professional experience in a related field.
• 8+ years of experience in professional services delivery, service delivery management, delivery operations, or project delivery leadership.

Responsibilities

• Own delivery capacity planning and resource management.
• Maintain delivery standards, engagement methodologies, and completion criteria across regions.
• Lead intervention planning for off-track engagements and recovery actions.
• Deliver weekly operational reporting and monthly performance reviews.
• Partner with regional delivery leaders to ensure a consistent customer experience.

Skills

Stakeholder management

Analytical skills

Communication skills

Delivery leadership

Agile/Waterfall/hybrid

Education

Bachelor's degree in Business, Information Technology, Operations Management, or related field

Tools

Salesforce (SFDC)

Jira

Monday.com

Job description

Your role at Dynatrace

The Service Delivery Lead owns delivery capacity planning, operational standards, quality governance, and delivery performance reporting. Working closely with regional delivery leaders, consultants, and cross-functional stakeholders, you'll optimize utilization, remove delivery roadblocks, and ensure every customer engagement meets defined quality and completion standards.

Key Responsibilities

Delivery Operations & Resource Management

• Manage global delivery capacity and resource allocation across a shared pool of consultants and delivery resources.
• alance regional demand, engagement complexity, customer priorities, and delivery readiness to optimize utilization and customer outcomes.
• Establish and maintain regional concurrency limits and workload management practices.
• Publish and maintain capacity forecasts and availability reporting to support intake planning and engagement scheduling.
• Partner with regional delivery leaders to proactively identify resource constraints, mitigate risks, and improve delivery predictability.
• Act as the operational escalation point when delivery challenges impact timelines, staffing, or customer commitments.

Service Delivery Excellence & Quality Governance

• Own and continuously improve delivery standards, engagement methodologies, and completion criteria across all global regions.
• Ensure implementation and upgrade engagements are delivered consistently, on scope, and in alignment with established quality standards.
• Serve as the final quality gate for engagement completion, validating readiness before customer closeout.
• Lead intervention planning for engagements that are off-track, stalled, or at risk, including re-planning, re-sequencing, and recovery actions.
• Conduct recurring delivery health and quality reviews to identify improvement opportunities and drive enhancements to processes, tooling, automation, and delivery best practices.
• Partner with regional delivery teams to ensure a consistent customer experience regardless of geography.

Delivery Performance, Insights & Continuous Improvement

• Own delivery performance metrics, including engagement volume, delivery duration, effort consumption, resource utilization, project concurrency, quality indicators, and post-engagement customer health.
• Analyze delivery trends and operational data to improve forecasting accuracy, reduce delivery effort, and increase scalability.
• Transform operational data into actionable insights that drive process improvements and operational efficiencies.
• Deliver weekly operational reporting and monthly performance reviews for delivery leadership and executive stakeholders.
• Lead regular global delivery reviews focused on capacity, service quality, operational risks, customer outcomes, and continuous improvement initiatives.
• Represent the delivery organization in cross-functional planning discussions to ensure delivery readiness and operational considerations are incorporated into business decisions.

What will help you succeed

Required Qualifications :

• Bachelor's degree in Business, Information Technology, Operations Management, or a related field, or equivalent professional experience.
• 8+ years of experience in professional services delivery, service delivery management, delivery operations, or project delivery leadership.

Preferred Qualifications

• Experience supporting SaaS, cloud, or subscription-based service delivery models.
• Background in software implementation, upgrade, migration, or transformation engagements.
• Proven experience managing complex customer delivery portfolios within a global or multi-regional environment.
• Strong ability to drive operational consistency and delivery excellence across cross-functional teams.
• Experience with Salesforce (SFDC) and project management platforms such as Jira, Monday.com, or equivalent tools.
• Advanced analytical and reporting skills with a demonstrated ability to make data-driven operational decisions.
• Excellent communication and stakeholder management skills, including experience presenting operational insights to senior leadership.
• Experience operating within flexible workforce or contractor-based delivery models.
• Familiarity with Agile, Waterfall, and hybrid delivery approaches.
• Experience managing customer-facing delivery operations involving complex stakeholder environments.

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You'll get to work at the forefront of innovation with Dynatrace Intelligence - the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next - automatically
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

Compensation and Rewards

• The base salary range for this role is $150K-$180K . When determining your salary, we consider your experience, skills, education, and work location.
• Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.
• We also offer medical/dental benefits and a company-matched 401(k) plan for retirement.