Delivery Manager

Ready to be a Titan?

 The Enterprise Implementation Services team plays a pivotal role in ensuring our client’s sustained success by owning the setup, configuration, training, and testing of the ServiceTitan platform for the largest and most influential businesses across the Home Services industry. Our team's success directly correlates with our clients' success, as we are responsible for guiding them through the entire implementation process, from initial setup to full-scale utilization of our platform's capabilities. By meticulously understanding their unique business needs and objectives, we tailor our implementation strategies to optimize efficiency, enhance productivity, and drive measurable outcomes. 

The Residential Exteriors Team specializes in helping customers in the roofing industry, including other exterior services like gutters, windows and siding as well as fields outside of our “traditional” customer profile. Such a person will need a strong understanding of our platform and the capabilities to maximize our software to fit the unique workflows and think outside of the box.  

Position Overview

The Solutions Delivery Manager (SDM) will oversee a team of three or four Enterprise Implementation Consultants, each responsible for managing 4-6 projects at a time. This role requires proactive engagement with clients on a weekly basis, ensuring the successful implementation of our platform while delivering exceptional client satisfaction and business outcomes.

What you’ll do:

• Manage a team of Enterprise Implementation Consultants (EICs), each of whom closely drives multiple and concurrent implementation projects from initiation through project close.

• Partner with your EICs to ensure that each phase of a client’s implementation is completed efficiently, thoroughly, and on-time, ensuring long-term client success and sentiment.

• Conduct weekly status meetings with client stakeholders and executive management.

• Manage client escalations in a timely and professional manner, developing and communicating potential solutions ensuring client satisfaction and retention. 

• Foster a collaborative culture across your team to facilitate growth. 

• Collaborate with cross-functional sales, data, training, and product teams to deliver against defined project timelines.

• Act as a thought partner to senior leadership in the development and prioritization of long-term strategies to achieve successful client sentiment. 

• Host weekly one-on-ones with each EIC, providing them with guidance, coaching, career development planning, and creative solutioning to challenges on any of their active projects.

• Stay up-to-date and enabled on ServiceTitan functionality and industry best practices to ensure you are able to discuss the workflows and their impact on our clients’ businesses.

• Periodically travel to client on-sites 20-30% of the time.

What you’ll bring:

• At least 7-10 years of relevant work experience that may include a combination of experience in managing a team of direct reports, owning client relationships, project management, technology/SaaS implementation, and/or the home or commercial services industries

• Bachelor's Degree or equivalent professional work experience

• A proven track record of being exceptionally detail-oriented while managing multiple projects

• Ability to think several steps ahead and take proactive steps to address roadblocks and issues

• Exceptional relationship-building skills and a clear view on what constitutes an excellent client experience and partnership

• Experience as a collaborative team player always looking to help and enable others in the organization

• Knowledge of and experience with SmartSheet a plus (not required)

• Experience working in roofing, exteriors, water treatment, pool/spa, and security services a plus