Service Delivery Manager

Summary

Join Axon's Professional Services team as a Service Delivery Manager and lead a team responsible for implementing Axon Enterprise's product suite. You will guide and mentor your team, manage resources, oversee complex deployments, collaborate with stakeholders, and maintain technical expertise in Axon products. This remote role based in Canada requires strong leadership, project management, and technical skills, along with experience in digital video, mobile communications, or SaaS. The position involves approximately 30% travel within Canada, with occasional international travel. Axon offers a fast-paced, challenging, and meaningful work environment where you can make a real impact.

Requirements

• Proven experience in managing teams, with strong leadership skills to guide and develop talent in a dynamic environment
• Proven operating experience in areas such as Digital Video, Mobile Communications, or SaaS
• Experience in project management and resource tracking, with a strong understanding of software/hardware testing and implementation
• Comfort with basic networking concepts and mobile applications, combined with the ability to troubleshoot effectively
• A solid understanding of the company's solutions and products, including their strengths, weaknesses, opportunities, and threats
• Ability to work independently with a sense of urgency and attention to detail, while maintaining open communication with all involved teams
• Demonstrated ability to implement, drive, and track multiple simultaneous projects, with strong problem-solving skills
• Availability to travel (30%) within Canada, with occasional international travel
• Bachelor’s degree in Management, Business or Information Technology, Information Systems, or applicable Technical Engineering (Computer Science, Software Engineering, Software Development)
• Relevant professional experience contributing to similar technology projects or programs, particularly in SaaS environments

Responsibilities

• Guide, mentor, and develop the Service Delivery Team, fostering a collaborative and high-performance culture
• Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team skills and knowledge
• Effectively manage team resources, ensuring optimal allocation and utilization of skills and expertise to meet project demands
• Monitor team workloads and provide support to balance priorities
• Lead and manage a team responsible for executing complex, enterprise-grade product deployments
• Provide strategic oversight across change management activities, technical presentations, solution demonstrations, and technical workshops, ensuring alignment between client partners and internal stakeholders
• Work closely with business and IT leaders to define the vision, scope, and delivery timelines for project deliverables
• Ensure that project milestones and deadlines are met, and that all documentation supports project scope and customer acceptance for revenue recognition
• Maintain a deep understanding of Axon products and services, ensuring the team successfully installs, configures, and tests solutions, including interview rooms, in-car video systems, activation devices, and body-worn cameras
• Facilitate training for customers and subcontractors on the installation and use of solutions
• Promote knowledge transfer within the team and across the organisation to enhance collective expertise
• Document customer feature requests and issues, providing critical feedback to sales and product management teams for continuous improvement
• Contribute to the strategic planning of the Service Delivery Team, identifying opportunities for process improvements, resource enhancements, and service offerings
• Perform other duties as required, adapting to the evolving needs of the business