Service Delivery Manager

As a Service Delivery Manager based in India, you will own the end-to-end delivery of Bloomreach implementation projects for customers across EMEA and APAC. You'll manage multiple concurrent projects, coordinate cross-functional teams, and serve as the primary delivery contact for customers — ensuring every project lands on time, on budget, and with measurable business outcomes.

This is not a traditional PM role. You'll be expected to leverage AI tools and automation to operate at a higher level — spending less time on status updates and more time on strategic delivery, risk mitigation, and commercial growth.

### Project Delivery & Execution * Own the project plan, schedule, milestones, dependencies, and critical path for 8–12 concurrent implementation projects * Manage customer launches on the Bloomreach platform, including data migration, SDK integration, Event Streams / Item Collections setup, and go-live readiness * Facilitate customer meetings, articulate business requirements, and translate them into actionable implementation plans * Provide proactive reporting — leveraging automated reporting tools (Von, ClickUp) rather than manual slide decks * Own escalation management — identify risks early, communicate clearly, and drive resolution with the right stakeholders

### Commercial & Strategic * Identify opportunities to sell additional services during project delivery — create Salesforce opportunities, helping in scoping and estimation * Own the services metrics for your project portfolio — track utilization, manage scope, and ensure profitability * Partner with Account Managers and CSMs to align delivery with the customer's broader success plan and renewal timeline

### AI-First Operations * Use Von and other AI tools for meeting prep, status reporting, customer research, and project analysis * Build and maintain automated workflows (ClickUp, Slack, Zapier) to streamline repetitive delivery tasks * Contribute to the team's automation roadmap — propose and implement new ways to use AI in service delivery * Use data and dashboards to drive project decisions, track delivery health, and identify patterns across your portfolio

### Collaboration * Work closely with Business Consultants (BCs), Solutions Consultants (SCs), AMs, and CSMs to ensure seamless handoffs and aligned delivery * Coordinate with Product and Engineering teams on technical blockers, feature requests, and platform capabilities * Participate in cross-functional initiatives like LAIS rollouts, DataHub migrations, and One Platform upgrades