Senior Delivery Manager

Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

Elastic’s Professional Services team works across every technology and system to deliver solutions for our customers. Our Elastic Services Delivery Manager is essential to the project delivery of Elastic services and plays an essential role in keeping up with the growing demand for Elastic services. 

As an Elastic Services Delivery Manager, you will work with the services team to service our global customer base on billable projects. Our customers include Fortune 100 companies, startups, government entities, and nonprofits researching some of the world's most interesting and complex search, observability and cybersecurity problems, and our services team assists our customers in the use of our products towards these efforts. The Delivery Manager will be a customer-facing role for leading our project delivery in the region, achieving revenue targets, managing communications, meeting facilitation, and reporting. The primary measurement of success for this role will be YOY growth in services revenue while consistently meeting customer satisfaction.

Responsibilities:

• Complete Elastic training and become an expert in our Outcome Based Delivery Methodology and practices
• Engagement Execution from start to finish while identifying and mitigating risk, status reporting, and operations.
• Highly collaborative with Services sellers, architects, consultants, third-party partners, and customers
• Effectively partner with Services leadership to help build out your practice.
• Contribute to enhancing our delivery methodology, services practice, and industry Point of Views
• Become a key stakeholder in your accounts renewal and add-on process through continuous collaboration with the Customer Success Group and Account Executives
• Ability to manage a portfolio with multiple customers and engagements varying in size at one time by time management, strong prioritization, and setting customer expectations
• Ability to travel 25% 

Qualifications: 

• 8+ years of consulting engagement delivery leadership experience 
• Experience managing government consulting projects 
• Demonstrated the ability with establishing and leading high growth practices
• Technical understanding to evangelize our vision and implement it into project/account planning
• Engagement Planning - technical understanding, strategic mindset, translating Elastic vision into a tangible project plan
• Experience in executing projects from beginning to end with a strong prioritization and time management POV
• Engagement Execution - identify and mitigate risk, status reporting, and operations
• Post Engagement - ability to identify renewal and add-on opportunities, using lessons learned and looping them back into our internal best practice track record of improving high pressure or at-risk accounts when necessary
• Highly collaborative and excels in a complex, matrixed environment
• Professional Services Automation (PSA) experience
• Bachelor’s degree in information technology or computer science or equivalent experiencePMP/Scrum master certifications preferred
• Ability to thrive in a fast-paced, unpredictable environment

Leadership Qualities: 

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with an open mind, a great listener, and hands-on
• THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, a great storyteller
• URGENCY: Ability to move fast and drive business value and results
• TEAM PLAYER: A team player that everyone enjoys working with and has a generous heart
• TRUST: Trust the company’s core values
• ADAPTABLE: Excels in high levels of uncertainty and change

Compensation for this role is in the form of base salary.  This role does not