Professional Services Delivery Manager

The Professional Services Delivery Manager plays a central role in ensuring that STEP’s project delivery is predictable, high quality, and aligned with both customer expectations and internal standards. This leader guides a team of Professional Services Engineers, providing structure, coaching, and clarity as they execute complex customer engagements. The PSDM serves as the connection point between technical execution and organizational strategy, translating priorities into action, reinforcing consistent delivery practices, and safeguarding the customer experience throughout the project lifecycle.

In this role, you will lead a team of Professional Services Engineers and help them perform at their best. You will provide steady, consistent leadership by offering clear expectations, timely coaching, and supportive feedback. You will be responsible for developing your team’s skills, shaping their growth plans, and ensuring each engineer has the guidance they need to succeed. You will also help new employees integrate into the department, giving them the confidence and knowledge required to be successful in their roles.

What Success Looks Like

• Be always a team player, raising awareness of risks, while supporting the teams’ design, implementation, and support of our solutions. Willing to jump in and assist with any work efforts or responsibilities as needed.
• Creating a delivery environment that feels clear, stable, and predictable for both customers and engineers.
• Ensures that escalations become less frequent, communication becomes more consistent, and projects stay aligned with scope and schedule.
• Engineers feel supported, understand expectations, and see a pathway for their growth.
• Documentation quality improves, handoffs become smoother, and resource planning becomes more reliable.
• Partner functions trust the delivery organization because they see consistency, responsiveness, and professionalism.
  
  
  

Core Duties And Responsibilities

Operationally, you will oversee the delivery of STEP’s Professional Services projects. This includes:

• Oversee day to day Professional Services project execution ensuring adherence to scope, schedule, and quality metrics.
• Act as the escalation point for project or customer issues requiring leadership intervention.
• Review project artifacts, runbooks, and deliverables for quality and completeness.
• Monitor utilization, workload distribution, and capacity planning; adjust resourcing as needed.
• Partner with the PMO to maintain a stable operating rhythm across intake, assignment, and project lifecycle.
• Drive consistent adoption of delivery frameworks, templates, and SOPs.
  
  
  

You will be a key part of the Customer Experience including:

• Maintain visibility into key accounts and critical engagements.
• Provide guidance to engineers on customer communication and expectation management.
• Participate in customer escalations, project milestones, and key delivery checkpoints.
• Support pre-sales conversations and scoping when delivery expertise is required.
  
  
  

Cross functional collaboration is essential in this role. You will work closely with Solutions Architects, Principal Architects, PMO leadership, Managed Services, and Sales to create a predictable and unified customer journey. You will help identify and reduce friction between functions and develop a transparent operating rhythm that supports clear communication and smoother project transitions.

Quality and consistency of delivery will be a hallmark of your work. You will be responsible for reinforcing STEP’s delivery frameworks, documentation guidelines, and standard operating procedures. You will conduct periodic quality audits and help drive postmortem reviews to ensure lessons learned translate into better execution. As part of this, you will support continuous improvement efforts that strengthen STEP’s processes, reduce ambiguity, and improve repeatability.

Ideal Candidate’s Qualifications And Experience

The ideal candidate brings a dynamic and engaging leadership style, communicates clearly in both one on one and group settings, and has deep experience in Professional Services delivery. This person understands how technical projects unfold in real customer environments and has experience navigating the stress, change, and complexity typical of Professional Services work. They are skilled at diagnosing issues, facilitating alignment across functions, and supporting engineers at all levels.

Required Qualifications:

• Experience leading or managing technical delivery teams in a Professional Services environment.
• Strong knowledge of project lifecycle, scoping, implementation, and customer delivery.
• Excellent verbal and written communication skills.
• Demonstrated ability to coach, mentor, and support technical staff.
• Experience managing escalations and maintaining steady leadership in high pressure situations.
• Comfortable influencing without authority and working cross functionally.
• Strong organizational skills and ability to manage multiple priorities.
• Ability to effectively manage a highly remote team.
  
  
  

Preferred Qualifications:

• Background in network engineering, systems architecture, systems integration, or similar fields.
• Familiarity with PMI, ITIL, Agile, or consulting delivery frameworks.
• Experience with utilization management and capacity planning.
• Experience improving processes and driving operational maturity in scaling environments.
  
  
  

This is a remote, work from home position that may require up to 30% travel based on business needs. Greater Cincinnati or Central Kentucky candidates are preferred, but remote will be considered.

STEP is proud to be a recipient of the Greater Cincinnati and Northern Kentucky Top Workplaces Award for a third consecutive year! Learn more about STEP and read the press release HERE.

STEP is an equal opportunity employer.