Delivery Lead – Managed Services
Job Summary
Job Description
The Delivery Lead – Managed Services leads a team of platform enablement specialists, ensuring high-quality, scalable support on the Mindtickle platform. This role focuses on delivery success, operational excellence, team development, and the growth of the Managed Services function. Responsibilities include overseeing day-to-day operations, tracking KPIs, leading status reviews, and acting as an escalation point. Additionally, the role involves business development, stakeholder engagement, building scalable processes, driving automation, team leadership, and defining the roadmap for MS growth. The ideal candidate should have a strong process thinking, analytical ability, and operational rigor with experience in LMS platforms.
Must have:
- 8-10 years in delivery or operations management.
- 4+ years of team management experience.
- Strong process thinking and analytical skills.
- Exceptional communication and collaboration skills.
- Experience with service metrics and scalable workflows.
Good to have:
- Experience with LMS platforms.
7 skills required
Job Details
Who we are
Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!
Job Snapshot
The Delivery Lead – Managed Services leads a growing team of platform enablement specialists delivering high-quality, scalable support on the Mindtickle platform. This role owns delivery success, operational excellence, team
development, and the future growth of the Managed Services function in an AI-augmented environment.
What's in it for you?
- Delivery Excellence
- Ensure a “gold standard” delivery experience across all Managed Services engagements.
- Oversee day-to-day operations across migrations, user ops, module setup, reporting, and more.
- Track and improve SLA compliance, QA consistency, and delivery KPIs.
- Lead regular status reviews with internal stakeholders and customers.
- Act as the escalation point for delivery risks and resolution.
- Business Development & Stakeholder Engagement
- Support pre-sales scoping, pricing reviews, and solution alignment for MS opportunities.
- Review MS-related SOWs and contribute to roadmap planning for key accounts.
- Participate in QBRs and stakeholder presentations for strategic accounts.
- Monitor customer roadmaps and ensure tactical and strategic alignment.
- Report monthly on operational data and service health.
- Operations & Process Adherence
- Build scalable processes, tools, and playbooks for consistent delivery.
- Drive automation adoption to improve performance and reduce manual work.
- Collaborate with Ops and Finance on MS offerings and cost models.
- Conduct regular review of work quality, reporting, and risk mitigation.
- Identify opportunities for continuous improvement and best practice rollout.
- Team Leadership & Growth
- Manage and coach platform admins and specialists across global accounts.
- Conduct regular 1:1s, reviews, and learning plans to develop team skills.
- Recruit and grow the team with a focus on accountability and collaboration.
- Capture and codify learnings into processes, templates, and toolkits.
- Foster a culture of curiosity, ownership, and continuous growth.
- Vision & Strategy for MS Growth
- Define the roadmap to evolve MS into a value-add function beyond admin.
- Explore new service lines including automation support and reporting ops.
- Align with Product, Tech Solutions, and Delivery teams to scale offerings.
- Support headcount planning and org design based on roadmap needs.
- Process Innovation & Automation
- Standardize repeatable workflows across content operations and admin support.
- Lead AI/automation pilots to streamline recurring tasks and improve velocity.
- Champion a proactive, automation-first mindset across the team.
We'd love to hear from you, if you:
- 8–10 years in delivery, operations management, or customer success.
- 4+ years of team management experience in services or SaaS environments.
- Strong process thinking, analytical ability, and operational rigor.
- Hands-on approach with a strategic mindset — thrives in fast-paced environments.
- Exceptional communicator, listener, and collaborator across teams.
- Strong grasp of service metrics, team development, and scalable workflows.
- Proven experience with LMS platforms such as Mindtickle preferred.
Our culture & accolades
As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.
Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.
Mindtickle is proud to be an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.
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