Senior Managed Services Delivery Manager

Summary

Join Penrod as a Senior Managed Services Delivery Manager and lead a team of up to 10 members, managing a portfolio of up to 50 accounts. You will be responsible for achieving financial targets, growing the managed services portfolio, and ensuring exceptional client experiences. This role requires strong negotiation skills, the ability to manage team staffing, and a focus on client retention and growth. Success will be measured by client satisfaction, team utilization, revenue growth, and project forecasting accuracy. The ideal candidate has experience leading managed services teams, particularly within the Salesforce ecosystem, and a proven track record of success in team management and client relationship building.

Requirements

• Have experience leading Managed Services delivery teams and growing a portfolio of accounts, ideally with exposure to the Salesforce ecosystem
• Be a skilled negotiator who can balance internal team goals with client needs, ensuring both client satisfaction and financial health
• Thrive on empowering teams, coaching individuals to exceed goals, and have a track record of fostering high team utilization and client loyalty
• Be familiar with financial operations, including managing margins, forecasting, and handling change orders
• Bring a consultative mindset, understanding the big picture for both clients and team members, and excel at aligning both with organizational goals

Responsibilities

• Own the success of the managed services engagements within your portfolio, serving as both the internal and customer escalation point for any delivery challenges within these projects
• Ensure your delivery team is proving an exceptional client experience for projects within your portfolio, with a focus on long-term partnership, hitting or exceeding goals related to controlling client attrition
• Manage team financial operations, aligned with the Gross Margin targets established for team by the Delivery organization, effectively driving project and team decisions that are focused on portfolio and team profitability
• Manage team staffing needs: proactively define and communicate position requirements and drive progress towards filling headcount
• Grow the managed services portfolio, resulting in a 2X growth by end of 2025, through partnership with the Revenue team, developing a case for selling Managed Services and co-pitching to prospective customers
• Partnering with Implementation Services (IS) Portfolio Directors, developing a case for selling Managed Services within active IS projects and co-pitching the proposal to existing IS customers
• Controlling account attrition, focused on ensuring all Accounts have high value outputs and a well-defined backlog of priorities
• Growing existing portfolio of account through identifying opportunities to leverage Penrod and owning the growth or partnering with internal stakeholders to strategize a pitch
• Within 3 months, establish KPIs that provide an efficient means to manage Account Portfolio health and growth opportunities
• Within 3 months, drive establishment of processes & training for team on project execution expectations, with team owning all Change Orders & Out of Scope conversations, achieving <3% unbillable project activities
• Within 1 month, you are executing customer advocacy strategy on your account portfolio

Preferred Qualifications

• Show success leading a large portfolio of accounts that have resulted in re-occurring business for your previous employers
• Have a developed network within the Salesforce community you can tap into for best practices
• Show that you have successfully rallied a team around unified goals and are able to translate the impact of an employee’s work to company goals, with an emphasis on coaching and delegation
• Previous experience in a Managed Services environment, particularly in Salesforce consulting, and working with HLS clients is a plus
• Strong background in leading cross-functional teams and managing project delivery across various levels and functions
• Proven success managing financial performance, meeting margin targets, and developing client relationships that drive recurring business has experience growing a portfolio of accounts

Benefits

• Competitive base salary
• 100% employer-paid medical, dental, and vision premiums for eligible employees
• 50% employer-paid premiums for dependents
• Employer-paid short-term disability
• Unlimited PTO, Volunteer Time Off, and 10 company holidays
• 401k + 4% Company Match
• Remote home office stipend
• Paid parental leave for birthing and non-birthing parents
• Annual company get-together — PenrodPalooza!