Engagement Delivery Manager

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Job Category

Customer Success

Job Details

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Engagement Delivery Manager - Internal only

MuleSoft is the leader in implementing the application network by connecting data, devices, and applications, and we are pursuing people passionate about integration that enables digital transformation. MuleSoft’s Professional Services team works across every technology to deliver solutions to customers in every industry. As a Senior Delivery Manager on our Services team, you will play a key role in the growth of our Services practice.

Role Description:
As a Senior Delivery Manager, you will lead all aspects of the post-sale Services engagement. You will manage a vast portfolio of customers and projects that will vary in size, complexity, industry domain, and use cases across their entire lifecycle. In addition, you will drive projects to completion and customer expansion.
Your Impact and Responsibilities:
Lead broad strategic engagements, drive operational change, and develop comprehensive governance plans for large-scale deployments.
Deliver MuleSoft engagements using Agile or Waterfall methodology
Drive communication, client expectations and relationship
Work with customers to establish, track, and report Key Performance Indicators on projects, programs, and digital transformation initiatives
Identify, track, mitigate and drive resolution of issues and risks
Lead several projects (including tactical and strategic) as a scrum leader and/or project manager
Collaborate with Services leadership to achieve assigned revenue targets and identify expansion opportunities
Oversee project team, as well as all operational processes within project life cycle, including RAID logs and Change Orders
Drive collaboration across all MuleSoft functions (Customer Success, Account Teams, Support and Operations)
Facilitate organizational change efforts, and help clients drive operational model change by implementing API-led connectivity
Provide leadership and contribute to the development of other Delivery Managers and DM methodologies

Minimum Requirements:
BS or MS in Computer Science, Management Information Systems (MIS), Information Systems, Business, or equivalent work experience
Experience with the execution of the software development lifecycle, ability to adjust and apply this knowledge in a multifaceted environment using Waterfall and Agile methodologies
Demonstrated expertise in managing resources, backlog, revenue, and bookings.
Experience developing comprehensive risk frameworks, governance plans and implementing large-scale programs
Recognized leadership skills in creating and fostering partnerships both internally and externally to drive positive customer impact
Demonstrated organizational and operational skills including planning, communications, decision making, delegation, negotiation, and problem solving
Demonstrable ability to identify expansion opportunities and cultivate client relationships.
Recognized for the ability to lead clients through the definition of metrics to assess achievement of business outcomes
Strong verbal and written communication skills
Ability to work well in a team and collaborate across functions
Proven time management and prioritization skills
Professional Services Administration (PSA) tool experience
Solid skills on core office productivity tools (e.g. GSuite, MS Office, etc.)
Demonstrated ability to use new systems and tools, such as project and client management tools (e.g. Microsoft Project, SmartSheet, Jira, ADO, PSA, etc.)

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