Manager, Delivery Excellence

Manager, Delivery Excellence

Job Category:
Professional Services

Location:

US
- Georgia
- Atlanta
- Remote

Pega Professional Services helps clients turn Pega technology into measurable business outcomes. Our Delivery Excellence team strengthens how we deliver by building exceptional delivery leadership capability, ensuring consistent execution across our portfolio, proactively managing delivery risk, and continuously improving the way our teams deliver for clients.

As a Manager of Delivery Excellence, you will lead and directly manage a team of delivery leaders responsible for driving successful client outcomes across Pega Professional Services. Your primary accountability is people leadership: setting expectations, coaching and developing leaders, managing performance, building succession and capability, and creating the environment and accountability that enable teams to succeed. You will also provide oversight across a portfolio of engagements and, in specific high-priority situations, step in directly to help stabilize delivery, shape a recovery plan, or support critical client and executive conversations.

This is first and foremost a people-manager and delivery-leadership role, bringing together talent development, portfolio oversight, client engagement, and operational excellence. It is not designed as a standing individual-contributor assignment; however, the manager is expected to be hands‑on when the complexity, risk, or strategic importance of an engagement requires direct leadership involvement.

• Directly manage, coach, and develop a high‑performing team of delivery leaders, with clear accountability for goal setting, regular feedback, performance management, career development, succession planning, and team engagement.

• Provide leadership and oversight across a portfolio of complex client engagements, ensuring delivery leaders and teams are positioned to achieve successful business outcomes.

• Coach delivery leaders to navigate complex challenges, identify risks early, make effective decisions, and elevate with clarity and urgency.

• Maintain visibility into overall delivery health and guide leaders in addressing challenged engagements, improving team performance, and escalating issues with clarity and urgency.

• Step in hands‑on for selected high‑risk, high‑visibility, or strategically important engagements to diagnose issues, establish recovery actions, facilitate governance, or lead critical client discussions until clear ownership and stability are restored.

• Champion Pega’s evolving delivery practices, including Blueprint‑led and AI‑enabled delivery.

• Drive consistency and accountability across delivery leadership, including governance, delivery assurance, financial performance, risk management, and client outcomes.

• Build leadership capability through coaching, development planning, knowledge sharing, succession planning, and reusable best practices.

• Partner with senior leaders, clients, and partners to strengthen delivery performance across teams and the broader Professional Services organization.

• You are an experienced Professional Services people and delivery leader who knows that great delivery starts with great leadership. You have a demonstrated track record of directly managing delivery professionals, building leadership capability, and enabling teams responsible for complex client outcomes. You operate primarily through your leaders rather than serving as the day‑to‑day project or program manager, while remaining willing and able to engage hands‑on when a critical situation requires your expertise.

• You have the credibility to coach experienced leaders, engage senior client stakeholders, navigate complex delivery…