The Senior Manager, Service Delivery owns the implementation portfolio for Merge— the delivery outcomes that portfolio produces and the Implementation Project Managers who execute it. This role carries the portfolio's utilization and revenue mandate, assigns coverage across active engagements, and holds the delivery standard the rest of the organization plans against.
Key Responsibilities
Mandate & strategic focus
Own end-to-end delivery ofimplementations across an assigned portfolio spanning cloud, on-premises, and hybrid deployments.
Set the portfolio's delivery approach — engagement sequencing, resource assignment, and readiness gates — against customer commitments and product availability.
Partner across Sales, Support, Engineering, Product, and Customer Success to align scope, handoffs, and escalation paths, andvalidateeffort estimates and staffing feasibility during pre-sales scoping.
Shape the implementationmethodology, project templates, and readiness criteria the broader Professional Services organization delivers against.
Performance & outcomes
Deliver committed scope on plan across the portfolio, hitting target billableutilizationand on-schedule revenue recognition against active statements of work.
Enforce delivery discipline on every engagement — approved plan, documented scope, tracked risks,current status, and clean transition to Support — and report portfolio health, schedule adherence, and forecast accuracy.
Drive out-of-scope requests to a change order or documented decline, and bring rate, margin, and staffing-mix decisions to the Director with data-backed recommendations.
Relationships, influence, & judgment
Own the customer relationship at the project-sponsor level, leading executive communication on at-risk engagements and escalated issues with speed and urgency.
Lead the highest-visibility go-lives directly, ensuring readiness criteria, command-center coverage, and rollback plans are in place before cutover.
Act as a trusted advisor to customer leadership onimplementationbest practices and operational readiness, holding credible technical ground on architecture, integration, and data migration.
Team building & capability
Recruit, develop, and lead a high-performing team of Implementation Project Managers, setting clear expectations, direct feedback, and individual development plans.
Assign project managers andsupportingresources to engagements based on complexity, product mix, customer profile, and individual capability.
Drive enablement and performance practices at the team and individual level, modeling the delivery standard the organization alignsto.
Other
Maintainaccuratedelivery data in the PSA and CRMplatformsso portfolio reporting is reliable without rework, and support ongoing improvement of Professional Services processes, tools, andmethodology.
Other duties as assigned.
Core Competencies
Drives engagements to closure through ambiguity, competing priorities, and dependencies outside direct control.
Holds credible ground in technical discussion covering system architecture, infrastructure, integrations, and data migration.
Communicates stat