Service Delivery Manager

Reporting Lines

Reports To: Professional Services & Support Manager 

Direct Reports: Delivery and Support Leads (With Implementation and Support Consultants under them)

Job Purpose

To lead, manage, and ensure timely and high-quality delivery of TurnQuest solutions to clients. This includes managing end-to-end implementations, coordinating support escalations, optimizing resource use and ensuring client satisfaction in collaboration with the Professional Services & Support Manager.

Key Responsibilities

Project Delivery Execution

• Oversee and manage software implementation projects to ensure on-time, on-budget, and high-quality delivery.
• Define project scopes, timelines, and resource plans in collaboration with the PMO.
• Monitor project health and proactively address risks and issues.

Client Relationship Management

• Act as the primary point of contact for clients during delivery phases.
• Ensure client satisfaction through regular engagement, timely resolution of issues, and proactive communication.
• Collaborate with the Account Management team to ensure alignment on client expectations and strategic outcomes.

Support Coordination

• Work closely with Support Leads to ensure seamless transition from implementation to support.
• Facilitate resolution of client escalations and ensure SLA compliance.
• Coordinate post-go-live stabilization efforts and feedback loops to Product & Engineering.

People Management and Resource Planning

• Supervise and mentor Delivery Leads, Implementation and Support Consultants.
• Manage team capacity and allocation based on project needs and support workload.
• Conduct performance evaluations, career development planning, and skills training.

Operational Excellence

• Champion continuous improvement initiatives across delivery processes, tools, and templates.
• Ensure adherence to internal delivery frameworks, documentation standards, and risk protocols.
• Track and report on delivery metrics including project status, effort utilization, and profitability.

Strategic Collaboration

• Align delivery execution with Turnkey's strategic priorities as guided by the PSM Manager.
• Contribute insights to planning sessions, resource forecasts, and solution enhancements.
• Represent the Delivery team in cross-functional coordination with PMO, Product, and Support units.

Skills & Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (MBA is a plus).
• 7+ years of experience in enterprise solution delivery or implementation management.
• Strong leadership, project management, and client-facing communication skills.
• Deep understanding of software delivery lifecycles, ideally in insurance or financial services.
• Familiarity with SLA tracking, helpdesk tools (e.g. Jira), and delivery performance metrics.
• Proven track record in managing cross-functional teams in a high-demand environment.

Behavioral Competencies

• Accountability: Owns outcomes and follows through on commitments.
• Leadership: Inspires and motivates teams to deliver results.
• Communication: Clearly conveys ideas, expectations, and feedback.
• Agility: Adapts quickly to change and manages ambiguity.
• Customer Orientation: Prioritizes customer success and responsiveness.

Key Performance Indicators (KPIs)

Thematic Area

Key Performance Indicators

Project Delivery

% of projects delivered on time and within budget
Project NPS (Net Promoter Score)
Delivery quality score from post-implementation reviews

Support Coordination

SLA compliance rate across assigned clients
Average resolution time for escalated support issues
% of support transitions completed without escalations

Client Relationship & Satisfaction

Client satisfaction index (based on surveys and feedback)
Frequency of proactive client check-ins and updates
Retention rate of key accounts under management

Team Performance & Utilization

Utilization rate of delivery and support resources
% adherence to monthly/quarterly resource plans
Completion rate of performance reviews and team development plans

Operational Excellence

Number of process improvements or innovations implemented per quarter
Compliance with documentation and project standards
Accuracy of status reporting and risk escalation