Elastic’s Professional Services team works across every technology and system to deliver solutions for our customers. Our Elastic Services Delivery Manager is essential to the project delivery of Elastic services and plays an essential role in keeping up with the growing demand for Elastic services.
As an Elastic Services Delivery Manager, you will work with the services team to service our global customer base on billable projects. Our customers include Fortune 100 companies, startups, government entities, and nonprofits researching some of the world's most interesting and complex search, observability and cybersecurity problems, and our services team assists our customers in the use of our products towards these efforts. The Delivery Manager will be a customer-facing role for leading our project & portfolio delivery in the region, achieving revenue targets, managing communications, meeting facilitation, and reporting. The primary measurement of success for this role will be delivery to customer expectations, within cost and margin expectations and while consistently meeting customer satisfaction.
Responsibilities:
- Delivery of a portfolio of concurrent projects from small consultancy engagements to outcome based projects
- Engagement execution from start to finish while identifying and mitigating risk, status reporting, and operations.
- Highly collaborative with Services sellers, architects, consultants, third-party partners, and customers
- Effectively partner with Services leadership to help build out your practice.
- Become a key stakeholder in your accounts renewal and add-on process through continuous collaboration with the Customer Success Group and Account Executives and Service Directors
- Ability to travel 25% - 65% of the time
Preferred Qualifications & Skills:
- 4+ years of consulting engagement delivery leadership experience with a proven track record delivering projects and consulting engagements
- Technical understanding to evangelize our vision and implement it into project/account planning
- Engagement Planning - technical understanding, strategic mindset, translating Elastic vision into a tangible, practical and effective project plan
- Experience in executing projects from beginning to end with a strong prioritization and time management POV
- Ability to work internally with technical delivery teams
- Robust & effective project change management skills
- Good Customer management & relationship building skills
- Engagement Execution - identify and mitigate risk, status reporting, and operations
- Post Engagement - ability to identify renewal and add-on opportunities, using lessons learned and looping them back into our internal best practice
- Highly collaborative and excels in a complex, matrixed environment
- PMP/Scrum master certifications preferred
- Ability to thrive in a fast-paced, unpredictable environment
Leadership Qualities:
- PASSION: Passionate about Customer Success
- PROBLEM SOLVER: Ability to solve internal and external delivery issues in a collaborative, effective and timely manner
- BEGINNERS MIND: Always learning, approaches each interaction with an open mind, a great listener, and hands-on
- URGENCY: Ability to move fast and drive business value and results
- TEAM PLAYER: A team player that everyone enjoys working with and has a generous heart
- TRUST: Demonstrated the company’s core values
- ADAPTABLE: Excels in high levels of uncertainty and change
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