Senior Managed Services Delivery Manager

Our Senior Managed Services Delivery Manager is accountable for owning and growing a portfolio of up to 50 accounts while also leading a cross functional delivery team of up to 10 team members. On average, this role can expect to be billable at around a 50% target (will fluctuate based on the role they play on each account and team needs). They are proactive about team staffing needs with high confidence based on overall utilization, future-state planning, specific client needs, and candidate quality. They hold responsibility for hitting financial targets of their team independently. Our ideal candidate leverages peer relationships with Account Managers, Pre-Sales Solution Architect Teams, and Sales to strategize client/project issues impacting employee and customer success, with a keen focus on Penrod’s goals of 75% of accounts being identified as ‘Promoters’ and achieving a 80% annual customer retention rate. Our Sr. Managed Services Delivery Manager will establish and leverage key metrics to understand the current state of accounts, and leverage their experience in devising strategies to coach Account leads, jumping in as needed, to ensure account health.

We are seeking an individual skilled in both internal and external negotiation, capable of championing client and team achievements. This role involves facilitating challenging discussions related to delivery velocity, change orders, and other pertinent matters. Our ideal Sr. Managed Services Delivery Manager is someone who recognizes the responsibility of ensuring the productivity of their team members. This may entail innovative approaches to skill development and account engagement, adapting account activity execution for greater efficiency, and demonstrating flexibility. This role also involves the accountability of ensuring the team is appropriately tasked, owning decisions that result in maintaining profitability for their team.

What you can expect to do...

• Own the success of the managed services engagements within your portfolio, you serve 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 the following:
• 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

You’ll know you’re successful if...

• Your customers see you as a trusted advisor who cares about their long-term success and someone they can go to if escalations are needed above the account lead.
• You ensure individual team members maintain an average utilization of at least 81% and an average CSAT score of 8.5 or above leading to continued work with Penrod.
• You were instrumental to the effort of exceeding a 2X growth in Monthly Recurring Revenue accounts by the end of 2025
• You ensure team is within 5% of project forecasts as defined weekly, with any externalities forcing updates communicated proactively through appropriate channels.
• 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.

You’ll have an edge if you have...

• Can 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.
• You can 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.

What Makes You the Perfect Fit?

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

Preferred Qualifications:

• 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.

If you're ready to leverage your expertise in Managed Services delivery, grow a high-performing team, and have a direct impact on client success and company growth, we want to hear from you!

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!

And the people! Our people always top the list of what makes working at Penrod so amazing. Work with talented, team-driven, and friendly people who love what they do!