Delivery Manager - Customer Success

We are hiring a Delivery Manager to lead on-time, high-quality delivery of software projects.

Responsibilities

• Own end-to-end delivery across multiple projects and teams
• Manage scope, timelines, budgets and risks
• Act as the main point of contact for clients
• Improve delivery processes and team performance

Requirements

• 6+ years in software delivery or project management
• Experience managing client-facing engagements
• Strong Agile and risk management skills

SAP TDM — Job Description

Role Purpose

Lead the end-to-end delivery of technology solutions across Finance, Procurement and Supply Chain platforms, ensuring successful execution of business change, system enhancements, application modernisation and operational improvements. Accountable for delivery governance, technical coordination, stakeholder engagement, risk management and service stability across SAP and enterprise application landscapes.

Key Responsibilities

Delivery Leadership

• Lead the delivery of business and technology initiatives across Finance, Procurement and Supply Chain domains.
• Manage the complete delivery lifecycle from demand intake through planning, design, build, testing, deployment and post-implementation support.
• Ensure delivery commitments are achieved within agreed scope, timelines, quality and budget.
• Drive Agile and hybrid delivery practices to improve predictability, transparency and customer outcomes.

SAP & Enterprise Application Delivery

• Deliver and support solutions across: SAP S/4HANA, SAP ECC, SAP Ariba, SAP BW/BI, SAP BlackLine, SAP Fiori, Finance & Supply Chain applications.
• Coordinate cross-functional teams including architects, developers, business analysts, testers and suppliers.
• Ensure alignment of delivered solutions with business objectives and enterprise architecture standards.

Integration & Middleware Delivery

• Lead delivery of SAP CPI (Cloud Integration Suite) initiatives and integration enhancements.
• Manage SAP PI/PO landscapes, migrations, upgrades and decommissioning activities.
• Coordinate API, middleware and enterprise integration deliveries across multiple platforms.
• Support cloud migration and integration modernisation programmes.
• Ensure robust integration design, performance, security and operational support readiness.

Governance & Stakeholder Management

• Act as the primary delivery contact for business and technology stakeholders.
• Provide clear reporting on progress, dependencies, risks, issues and mitigation plans.
• Facilitate governance forums, delivery reviews and stakeholder updates.
• Collaborate with business teams to prioritise demand and manage competing priorities.

Operational Excellence

• Ensure production stability and service continuity for critical business applications.
• Lead incident, problem and change management activities.
• Drive root cause analysis and continuous improvement initiatives.
• Support audit, compliance and security requirements across delivered solutions.

Resource & Supplier Management

• Coordinate internal teams, external partners and managed service providers.
• Support delivery planning, estimation, resource allocation and capacity management.
• Monitor supplier performance against contractual and operational commitments.

Continuous Improvement & Innovation

• Promote automation, AI and modern delivery practices to improve efficiency.
• Identify opportunities for process simplification and technical debt reduction.
• Contribute to delivery standards, reusable frameworks and best practices.

Skills & Experience

Essential

• Strong experience delivering SAP Finance, Procurement or Supply Chain solutions.
• Hands-on understanding of SAP S/4HANA, ECC, Ariba, BW and related applications.
• Experience delivering SAP CPI, PI/PO and enterprise integration solutions.
• Strong knowledge of Agile, Scrum and delivery governance practices.
• Experience managing technical dependencies across multiple teams and suppliers.
• Strong stakeholder management and communication skills.
• Experience in incident, change and release management processes.

Desirable

• SAP CPI Migration programmes.
• SAP PI/PO to CPI Transformation.
• Cloud Integration and API Management.
• Power BI and reporting solutions.
• AI, Copilot and automation initiatives.
• SAFe, Agile, ITIL or Project Management certifications.

Key Outcomes

• Predictable and successful delivery of Finance & Supply Chain initiatives.
• Stable and secure operation of SAP and enterprise applications.
• Successful CPI migration and PI/PO modernisation activities.
• Improved delivery efficiency, quality and stakeholder satisfaction.
• Reduced delivery risks and operational incidents.
• Increased automation and adoption of modern delivery practices.

GEMBA CONCEPTS · TECHNOLOGY DIVISION

 · JOB DESCRIPTION

Technical Delivery Manager – Services LOCATION Bengaluru (Hybrid) ABOUT GEMBA CONCEPTS EXPERIENCE 5–8 years REPORTS TO Chief Technology Officer TYPE Full-time Gemba Concepts helps manufacturers and enterprises improve how their operations run. Our technology division builds and runs Gemba Connect, a suite of enterprise SaaS products spanning warehouse management, logistics, ERP, and applied AI/ML, deployed across 30+ active client accounts in manufacturing, pharma, FMCG and retail.

ABOUT THE ROLE

We're looking for a technical leader to own Gemba's services business end to end: delivery, people, commercials and reporting. You'll run every client implementation and custom development engagement, build and manage the team that delivers them, and be the single point of accountability to clients and leadership for how services perform. You've written production Java code, can read a Spring Boot service and a SQL execution plan, and have since hired, reviewed and led delivery teams. The product roadmap stays with product leadership; everything we deliver to clients runs through you.

WHAT YOU'LL OWN Services business ownership

• Own the health of the services portfolio: delivery, client satisfaction, billing milestones and account growth.

• Run post-sale SOW execution. Ensure milestones are hit and billed on time, and follow up with finance and clients on receivables.

• Grow accounts by converting change requests and enhancements into scoped, priced, billable work.

• Track effort, utilisation and margin by account; act when an engagement turns unprofitable. Delivery

• Run multiple concurrent client implementations, owning scope, timeline, cost and quality.

• Plan and run sprints with Tech Leads: grooming, estimation, capacity planning, reviews and retros.

• Own go-lives (UAT, cutover, data migration, hypercare) and post-go-live support SLAs.

• Maintain RAID logs and delivery dashboards; flag risk early, with a proposed fix. Requirements and change control

• Be the single intake point between consulting teams, clients and engineering; convert requirements into user stories with testable acceptance criteria.

• Baseline scope and run a formal change-request process. Every change is priced in effort, cost and date before it's accepted.

• Make sure what's agreed is documented before it's built. People and hiring • Plan services headcount against the delivery pipeline and run hiring end to end (role definition, interviews, closing) at a high bar.

• Run goal-setting, regular 1:1s and performance reviews for the services team; give input on promotions, compensation and performance plans.

• Grow Tech Leads and senior engineers into people who can own accounts independently.

• Own team retention and morale. Know who's at risk before they resign. Gemba Concepts · Technology Division Page 1GEMBA CONCEPTS · TECHNICAL DELIVERY MANAGER – SERVICES Reporting

• Publish monthly services MIS to leadership: revenue billed, collections, on-time delivery, SLA adherence, utilisation, hiring and attrition.

• Contribute the services section to quarterly board reporting.

• Run monthly or quarterly business reviews with key client stakeholders. Technical oversight

• Work with Tech Leads on design reviews, integrations (ERP, WMS, third-party systems) and non-functional requirements.

• Lead incident triage and root-cause reviews on client escalations; track corrective actions to closure.

• Coordinate with DevOps on environments, CI/CD and release windows.

• Uphold security and compliance controls (e.g., SOC 2) across delivery. Improving how we deliver

• Drive adoption of AI-assisted development and testing tools, and measure whether they actually raise throughput per engineer.

• Tighten estimation accuracy, definition of done and release discipline across the services team. MUST-HAVES

• 5–8 years in software, including 2+ years as a hands-on Java developer and 2+ years in delivery or project management.

• 1+ year leading a team of 5+ directly, including hiring and performance reviews.

• Strong working knowledge of Java and Spring Boot. You can review a PR, understand how a service is structured, and challenge an estimate.

• Solid SQL: schema design, writing and debugging queries, and understanding of indexing, transactions and production issues such as slow queries and connection pool exhaustion (SQL Server/Azure SQL, PostgreSQL or MySQL).

• Hands-on exposure to cloud platforms (Azure preferred, AWS/GCP acceptable).

• Working experience with the commercial side of client engagements: SOWs, milestone billing and change orders. Margin tracking is a plus.

• Track record of delivering enterprise B2B software to external clients across multiple parallel engagements.

• Proficiency with Jira or Azure DevOps, Confluence and Git-based workflows.

• Clear communication. You can present to a client CXO, write a board-ready MIS, and give an engineer hard feedback. GOOD TO HAVE

• Domain experience in manufacturing, supply chain, warehousing, logistics or ERP.

• Background in an IT services firm or the services arm of a product company.

• Familiarity with microservices, REST API design and message queues.

• Experience delivering AI/ML features.

• Exposure to SOC 2 or ISO 27001 audits.

• Certifications (PMP, CSM, PMI-ACP) are welcome but won't substitute for a delivery and team-building track record. WHAT SUCCESS LOOKS LIKE IN YOUR FIRST 6 MONTHS

• 85%+ of implementations go live on the committed date.

• Billing milestones are invoiced on time, and receivables ageing is visibly down. • Every active account has baselined scope, a live RAID log and a change log.

• Services hiring is on plan, with near-zero regretted attrition.

• Leadership gets a monthly services MIS without having to chase it. WHO YOU'LL WORK WITH The services delivery team (engineers, Tech Leads, BAs, QA), product squads, DevOps, consulting teams, finance and client stakeholders.

WHY JOIN Own a real business line with direct access to leadership. Build the team and operating model your way. Work on enterprise products in active growth, including applied AI.

Strong Technical Implementation manager profile with exposure to enterprise clients in B2B SaaS domain

2

Mandatory (Experience 1) – Must have 4+ years in Technical Implementation Manager/ SaaS Implementation manager/Technical Project Implementation Manager with atleast the recent 2+ years in a B2B SaaS company dealing with enterprise clients

3

Mandatory (Experience 2) – Must have direct experience leading end-to-end software/tech product/tech project delivery

4

Mandatory (Experience 3) – Must have External / Client project implementation experience (Don't want internal project manager)

5

Mandatory (Experience 4) - Experience coordinating with Product, Engineering, and Support teams to ensure successful customer go-live.

6

Mandatory ( Experience 5) – Must be comfortable engaging and presenting to C-level executives, Directors, VP-level stakeholders, and enterprise decision-makers, with proven ability to build strategic long-term relationships

7

Mandatory (Core Skills) – Strong communication, stakeholder management, and executive-level reporting capability

8

Mandatory (Company) - Candidates from B2B SaaS Product companies will be prioritised. Candidates from Big 4 firms — Deloitte, KPMG, PwC, and EY — will also be considered.

9

Mandatory (Note 1): Not looking for implementation engineer but someone who handles the implementation projects. In their current or most recent role, the candidate must be the accountable owner of implementation projects (primary client point of contact, owns the project plan and go-live), not a hands-on specialist executing the build.

Job Title : Engagement Manager / Delivery Manager

Experience : 7 to 12 Years

Location : Hyderabad

Work Mode : Hybrid – 3 Days Office

Open Positions : 2

Shift : EST – 09:30 PM to 06:30 AM IST

Joining : Immediate Joiners Preferred

Job Summary :

We are looking for an experienced Engagement Manager / Delivery Manager to own end-to-end delivery of client engagements and serve as the primary point of contact for clients and stakeholders. The role requires strong experience in offshore delivery, client management, Agile project management, cross-functional team leadership, and stakeholder management.

The ideal candidate should have a strong consulting mindset, excellent communication skills, and the ability to manage multiple priorities while ensuring timely, high-quality delivery.

Key Responsibilities :

• Own end-to-end delivery of client engagements from planning through successful execution and closure.
• Define and manage project scope, timelines, milestones, resources, quality, risks, and dependencies.
• Act as the primary client-facing point of contact, ensuring effective communication and relationship management.
• Lead and coordinate cross-functional offshore teams working across different time zones.
• Drive Agile/Scrum ceremonies, including sprint planning, daily stand-ups, retrospectives, reviews, and release planning.
• Track project progress, delivery metrics, milestones, and provide regular status reporting to clients and leadership.
• Manage stakeholder expectations, escalations, scope changes, and change requests.
• Identify client/business needs and proactively recommend solutions, improvements, and delivery strategies.
• Identify and mitigate project risks, issues, dependencies, and delivery challenges.
• Drive continuous process improvement and delivery excellence across engagements.
• Collaborate with business, product, technology, QA, and other functional teams to ensure successful project outcomes.
• Ensure adherence to delivery standards, governance processes, and quality expectations.

Mandatory Skills :

• 7+ years of experience in Engagement Management / Delivery Management / Program Management
• Strong offshore delivery & client management
• Excellent stakeholder management & communication
• Cross-functional team leadership across time zones
• Strong Agile / Scrum, project & risk management
• Consulting / problem-solving mindset
• Willingness to work EST hours (9:30 PM–6:30 AM IST).

Good to Have :

• Experience in the Insurance domain.
• Experience delivering No-Code / Low-Code projects.
• PMP, CSM, SAFe, or other relevant project / agile certifications.
• Experience managing enterprise clients and large-scale transformation / digital initiatives.

Candidate Profile :

• Strong client-facing and relationship management skills.
• Proven ability to lead distributed/offshore teams.
• Excellent verbal and written communication skills.
• Strong ownership of delivery, timelines, quality, and outcomes.
• Ability to work effectively with senior stakeholders and handle escalations.
• Strong analytical, problem-solving, and decision-making abilities.
• Comfortable working in a night / EST shift environment.

Roles & Responsibilities

Key Responsibilities

• Lead end-to-end implementation and delivery of software/technology products for enterprise customers.
• Own implementation projects from initial requirements gathering and planning through UAT, deployment, and customer go-live.
• Understand customer requirements and translate them into clear implementation plans, milestones, timelines, and deliverables.
• Act as the primary project/implementation point of contact for enterprise customers.
• Coordinate closely with Product, Engineering, Support, and other internal teams to resolve dependencies, issues, and implementation blockers.
• Manage project timelines, risks, dependencies, scope, and stakeholder expectations.
• Conduct regular project reviews and provide executive-level updates and reporting to customers and internal leadership.
• Engage directly with C-level executives, Directors, VPs, and other senior enterprise stakeholders.
• Build and maintain strong, strategic, long-term relationships with enterprise customers.
• Ensure successful UAT, deployment, adoption, and transition to the relevant post-go-live/customer success teams.
• Proactively identify risks and challenges and drive them to resolution.

Ideal Candidate

1Strong Technical Implementation manager profile with exposure to enterprise clients in B2B SaaS domain2Mandatory (Experience 1) – Must have 4+ years in Technical Implementation Manager/ SaaS Implementation manager/Technical Project Implementation Manager with atleast the recent 2+ years in a B2B SaaS company dealing with enterprise clients3Mandatory (Experience 2) – Must have direct experience leading end-to-end software/tech product/tech project delivery4Mandatory (Experience 3) – Must have External / Client project implementation experience (Don't want internal project manager)5Mandatory (Experience 4) - Experience coordinating with Product, Engineering, and Support teams to ensure successful customer go-live.6Mandatory ( Experience 5) – Must be comfortable engaging and presenting to C-level executives, Directors, VP-level stakeholders, and enterprise decision-makers, with proven ability to build strategic long-term relationships7Mandatory (Core Skills) – Strong communication, stakeholder management, and executive-level reporting capability8Mandatory (Company) -B2B SaaS Product companies9Mandatory (Note 1): Not looking for implementation engineer but someone who handles the implementation projects. In their current or most recent role, the candidate must be the accountable owner of implementation projects (primary client point of contact, owns the project plan and go-live), not a hands-on specialist executing the build.10Mandatory (Note 2) - We have 5 open positions of which 1 position is for Pune, and the rest 4 are for Bangalore/Gurgaon11Mandatory (Education): Engineering graduate12Mandatory (Note): Candidates who had been working earlier with Sprinklr or currently working with Sprinklr will not be considered

Interview Process

Strong Technical Implementation manager profile with exposure to enterprise clients in B2B SaaS domain

2

Mandatory (Experience 1) – Must have 4+ years in Technical Implementation Manager/ SaaS Implementation manager/Technical Project Implementation Manager with atleast the recent 2+ years in a B2B SaaS company dealing with enterprise clients

3

Mandatory (Experience 2) – Must have direct experience leading end-to-end software/tech product/tech project delivery

4

Mandatory (Experience 3) – Must have External / Client project implementation experience (Don't want internal project manager)

5

Mandatory (Experience 4) - Experience coordinating with Product, Engineering, and Support teams to ensure successful customer go-live.

6

Mandatory ( Experience 5) – Must be comfortable engaging and presenting to C-level executives, Directors, VP-level stakeholders, and enterprise decision-makers, with proven ability to build strategic long-term relationships

7

Mandatory (Core Skills) – Strong communication, stakeholder management, and executive-level reporting capability

8

Mandatory (Company) -B2B SaaS Product companies

9

Mandatory (Note 1): Not looking for implementation engineer but someone who handles the implementation projects. In their current or most recent role, the candidate must be the accountable owner of implementation projects (primary client point of contact, owns the project plan and go-live), not a hands-on specialist executing the build.

10

Mandatory (Note 2) - We have 5 open positions of which 1 position is for Pune, and the rest 4 are for Bangalore/Gurgaon

11

Mandatory (Education): Engineering graduate

Strong Technical Implementation manager profile with exposure to enterprise clients in B2B SaaS domain

2

Mandatory (Experience 1) – Must have 4+ years in Technical Implementation Manager/ SaaS Implementation manager/Technical Project Implementation Manager with atleast the recent 2+ years in a B2B SaaS company dealing with enterprise clients

3

Mandatory (Experience 2) – Must have direct experience leading end-to-end software/tech product/tech project delivery

4

Mandatory (Experience 3) – Must have External / Client project implementation experience (Don't want internal project manager)

5

Mandatory (Experience 4) - Experience coordinating with Product, Engineering, and Support teams to ensure successful customer go-live.

6

Mandatory ( Experience 5) – Must be comfortable engaging and presenting to C-level executives, Directors, VP-level stakeholders, and enterprise decision-makers, with proven ability to build strategic long-term relationships

7

Mandatory (Core Skills) – Strong communication, stakeholder management, and executive-level reporting capability

8

Mandatory (Company) -B2B SaaS Product companies

9

Mandatory (Note 1): Not looking for implementation engineer but someone who handles the implementation projects. In their current or most recent role, the candidate must be the accountable owner of implementation projects (primary client point of contact, owns the project plan and go-live), not a hands-on specialist executing the build.

Strong Technical Implementation manager profile with exposure to enterprise clients in B2B SaaS domain

2

Mandatory (Experience 1) – Must have 4+ years in Technical Implementation Manager/ SaaS Implementation manager/Technical Project Implementation Manager with atleast the recent 2+ years in a B2B SaaS company dealing with enterprise clients

3

Mandatory (Experience 2) – Must have direct experience leading end-to-end software/tech product/tech project delivery

4

Mandatory (Experience 3) – Must have External / Client project implementation experience (Don't want internal project manager)

5

Mandatory (Experience 4) - Experience coordinating with Product, Engineering, and Support teams to ensure successful customer go-live.

6

Mandatory ( Experience 5) – Must be comfortable engaging and presenting to C-level executives, Directors, VP-level stakeholders, and enterprise decision-makers, with proven ability to build strategic long-term relationships

7

Mandatory (Core Skills) – Strong communication, stakeholder management, and executive-level reporting capability

8

Mandatory (Company) -B2B SaaS Product companies

9

Mandatory (Note 1): Not looking for implementation engineer but someone who handles the implementation projects. In their current or most recent role, the candidate must be the accountable owner of implementation projects (primary client point of contact, owns the project plan and go-live), not a hands-on specialist executing the build.

Strong Technical Project Manager Profile with hands-on delivery ownership and technical depth

2

Mandatory (Experience 1): Must have 8+ years of experience, including 4+ years leading cross-functional software product delivery across multiple medium-sized companies

3

Mandatory (Experience 2): Must have proven experience delivering software projects from concept through production in a service-delivery environment within a mid-sized organisation.

4

Mandatory (Experience 3): Must have strong experience with Agile/Scrum, estimation techniques, release planning, and end-to-end project execution — including release readiness, production rollouts, rollback planning, hypercare, and customer acceptance.

5

Mandatory (Experience 4): Must have experience managing multiple workstreams, cross-team dependencies, and stakeholders in fast-paced environments, and building/managing project teams from initiation to delivery.

6

Mandatory (Experience 5): Must have experience with integrations (REST APIs, IdP, payment gateways, CRM, ERP, POS) and familiarity with CI/CD, cloud (AWS/Azure/GCP), and the deployment lifecycle

7

Mandatory (Experience 6): Must have experience working with global customers (US/EU) in a customer-facing delivery role, with international exposure.

8

Mandatory (Tech skill 1): Must have a high-level understanding of backend systems, REST APIs, and microservices architecture (Node.js exposure preferred), plus system design principles (scalability, reliability, fault tolerance, performance).

9

Mandatory (Tech skill 2): Must be able to participate in architecture discussions, review technical proposals, evaluate trade-offs, and constructively challenge engineering decisions.

10

Mandatory (AI): Must have experience using AI tools (e.g. Claude, GitHub Copilot) to improve delivery productivity.

11

Mandatory (Communication): Must have excellent written and verbal communication with engineering teams, business stakeholders, customers, and leadership.

12

Mandatory (Company): Must come from a mid-level service company.

13

Mandatory (Certification): Must have PMP and/or CSM certification.

14

Mandatory (Education): Must have a BE/MS in Computer Science or a related field

15

Preferred (Background): Development background earlier in career (QA / mobile / web developer who moved into TPM); ability to create SRS/RFP; business-analysis capability.