Professional Services Delivery Lead

# Professional Services Delivery Lead##
** Your role at Dynatrace
** The Service Delivery Lead owns delivery capacity planning, operational standards, quality governance, and delivery performance reporting. Working closely with regional delivery leaders, consultants, and cross-functional stakeholders, you'll optimize utilization, remove delivery roadblocks, and ensure every customer engagement meets defined quality and completion standards.
** Key Responsibilities
**** Delivery Operations & Resource Management
*** Manage global delivery capacity and resource allocation across a shared pool of consultants and delivery resources.
* alance regional demand, engagement complexity, customer priorities, and delivery readiness to optimize utilization and customer outcomes.
* Establish and maintain regional concurrency limits and workload management practices.
* Publish and maintain capacity forecasts and availability reporting to support intake planning and engagement scheduling.
* Partner with regional delivery leaders to proactively identify resource constraints, mitigate risks, and improve delivery predictability.
* Act as the operational escalation point when delivery challenges impact timelines, staffing, or customer commitments.
** Service Delivery Excellence & Quality Governance
*** Own and continuously improve delivery standards, engagement methodologies, and completion criteria across all global regions.
* Ensure implementation and upgrade engagements are delivered consistently, on scope, and in alignment with established quality standards.
* Serve as the final quality gate for engagement completion, validating readiness before customer closeout.
* Lead intervention planning for engagements that are off-track, stalled, or at risk, including re-planning, re-sequencing, and recovery actions.
* Conduct recurring delivery health and quality reviews to identify improvement opportunities and drive enhancements to processes, tooling, automation, and delivery best practices.
* Partner with regional delivery teams to ensure a consistent customer experience regardless of geography.
** Delivery Performance, Insights & Continuous Improvement
*** Own delivery performance metrics, including engagement volume, delivery duration, effort consumption, resource utilization, project concurrency, quality indicators, and post-engagement customer health.
* Analyze delivery trends and operational data to improve forecasting accuracy, reduce delivery effort, and increase scalability.
* Transform operational data into actionable insights that drive process improvements and operational efficiencies.
* Deliver weekly operational reporting and monthly performance reviews for delivery leadership and executive stakeholders.
* Lead regular global delivery reviews focused on capacity, service quality, operational risks, customer outcomes, and continuous improvement initiatives.
* Represent the delivery organization in cross-functional planning discussions to ensure delivery readiness and operational considerations are incorporated into business decisions.##
** What will help you succeed
**** Required Qualifications**:
* Bachelor's degree in Business, Information Technology, Operations Management, or a related field, or equivalent professional experience.
* 8+ years of experience in professional services delivery, service delivery management, delivery operations, or project delivery leadership.
** Preferred Qualifications
*** Experience supporting SaaS, cloud, or subscription-based service delivery models.
* Background in software implementation, upgrade, migration, or transformation engagements.
* Proven experience managing complex customer delivery portfolios within a global or multi-regional environment.
* Strong ability to drive operational consistency and delivery excellence across cross-functional teams.
* Experience with Salesforce (SFDC) and project management platforms such as Jira, , or equivalent tools.
* Advanced analytical and reporting skills with a demonstrated ability to make data-driven operational decisions.
* Excellent communication and stakeholder management skills, including experience presenting operational insights to senior leadership.
* Experience operating within flexible workforce or contractor-based delivery models.
* Familiarity with Agile, Waterfall, and hybrid delivery approaches.
* Experience managing customer-facing delivery operations involving complex stakeholder environments.##
** Why you will love being a Dynatracer
*** Dynatrace is a leader in…