Senior Delivery Manager

About Unily

Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.

Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2025. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Job Purpose

The Senior Delivery Manager will lead complex and strategic client implementations while providing oversight and direction to multiple project teams within their designated region (North America, EMEA). Reporting to the Director of Professional Services Delivery, this role will be responsible for driving delivery excellence, optimizing delivery processes, and ensuring consistent project success across a portfolio of clients. The ideal candidate will combine advanced project management expertise, strategic thinking, and leadership skills to drive exceptional client outcomes and operational efficiency across the delivery organization.

Key Responsibilities

Strategic Delivery Leadership

• Lead complex, high-profile client implementations and multi-project portfolios
• Provide oversight and guidance to Delivery Managers and their project teams
• Develop and implement delivery strategies that align with business objectives
• Establish delivery standards, metrics, and best practices across project teams

Drive continuous improvement in delivery methodologies and processes

Manage resource allocation and capacity planning across multiple projects

Client Portfolio Management

• Build and maintain executive-level client relationships
• Oversee client satisfaction and delivery outcomes across a portfolio of accounts
• Identify and resolve critical escalations and complex delivery challenges
• Drive strategic value realization for clients through effective implementation
• Collaborate with Client Success on long-term client relationship management
• Act as executive sponsor for strategic client implementations
  
  

Operational Excellence & Process Optimization

• Develop and implement standardized delivery processes and methodologies
• Create performance metrics and reporting frameworks for delivery teams
• Analyze delivery performance data to identify trends and improvement opportunities
• Lead initiatives to enhance delivery efficiency and quality
• Ensure consistent application of best practices across project teams
• Partner with functional leaders to optimize cross-team collaboration
  
  

Pre-Sales Leadership

• Partner with PS pre-sales and sales on scoping and proposal development for complex implementation opportunities
• Develop sophisticated statements of work for enterprise-scale implementations
• Present implementation strategies to executive-level client stakeholders
• Support sales teams in closing strategic opportunities
• Provide expert guidance on implementation feasibility, risks, and resource requirements
• Collaborate with Sales leadership to develop account growth strategies
  
  

Team Development & Leadership

• Mentor and develop Delivery Managers and Associate Delivery Managers
• Build high-performing delivery teams with a focus on client satisfaction

Provide career development guidance and performance feedback

Foster collaboration and knowledge sharing across delivery teams

Drive a culture of accountability, excellence, and continuous improvement

Contribute to hiring, onboarding, and training delivery team members

Cross-Functional Collaboration

• Partner with Consulting and Solutions Architecture leadership on delivery approach
• Collaborate with Product Management on feature requirements and roadmap
• Work with Support and Client Success to ensure smooth transition to ongoing services
• Engage with Sales and Pre-Sales on strategic opportunity development
• Represent delivery perspectives in cross-functional strategic initiatives
• Build strong relationships across functional leadership teams
  
  

Qualifications

Experience

• 6+ years of experience in project management, client delivery, or related roles
• 3+ years of managing multiple concurrent projects
• Proven track record of successful large-scale software implementations
• Experience managing client relationships at executive levels
• Background in delivery process optimization and team leadership
  
  

Advanced Project Management Skills

• Expert knowledge of project management methodologies and frameworks
• Experience managing complex, multi-workstream implementation projects
• Strong portfolio management and resource allocation capabilities
• Advanced risk management and mitigation strategies
• Ability to navigate ambiguity and complexity in delivery scenarios
  
  

Strategic & Leadership Capabilities

• Strong strategic thinking and business acumen
• Team leadership and development experience
• Ability to influence and drive change across organizations
• Experience establishing and optimizing delivery processes

Skills in mentoring and developing team members

Client Management & Communication

• Executive-level communication and presentation skills
• Experience managing complex client expectations and relationships
• Advanced facilitation and negotiation abilities
• Strategic approach to client satisfaction and value delivery
• Ability to represent the company professionally at senior levels
  
  

Additional Skills

• Strong analytical and problem-solving capabilities
• Process optimization and continuous improvement expertise
• Financial management including budget planning and tracking
• Ability to balance multiple priorities in a dynamic environment
• Experience with change management and organizational transformation
  
  

Education & Certifications

• Bachelor's degree or commensurate experience required; Master's degree or MBA preferred
• Advanced project or program management certifications (PMP, PgMP)
• Agile/Scrum certifications at advanced levels a plus
  
  

Travel Requirements

• Willingness to travel up to 20-40% (domestic and international) to support client engagements and team development
  
  

Location

• Flexible with preference for major business hubs in North America (ET) or Europe (GMT/CET)
  
  

Why Work For Unily?

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer.

We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.

We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more.

Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

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