Job Description
Company Overview Leapwork is the leading global AI-powered visual test automation platform. We empower the world's largest enterprises to adopt, maintain, and scale automation in less than 30 days. Unlike traditional test automation, Leapwork is as easy and intuitive to use as assembling Lego blocks, even for the most complex test automation cases. This is why we are used by hundreds of global enterprises across all industries, from banks and insurance companies to life sciences, government, and aerospace.
Job Summary As a motivated and experienced Service Delivery manager you will oversee the maturation of delivery of Leapwork Professional Services. The ideal candidate will be responsible for ensuring the successful implementation of our software solutions, managing customer relationships, leading a team of professional services consultants and co-delivery adoption assessments. This role requires strong project management skills, technical expertise, and a customer-centric approach.
Key Responsibilities - Delivering professional services is a team effort, and our PS Delivery Managers provide guidance, oversight, and support for each of our customer and delivery partner activities. Working closely with our Product Teams and Go-To-Market e.g., sales, customer success managers and customer experience (e.g., training, and technical architects)
- Customer Engagement and Relationship Management.
- Assist the sales and partner teams with project scoping exercises and create and deliver standard PS offers that aligns to customer objectives.
- Delivery of Leapwork adoption assessments e.g. Health Checks
- Plan, staff, execute, and oversee the delivery of multiple projects simultaneously.
- Monitor project progress and performance, ensuring projects are delivered on time, within scope, and within budget.
- Identify and mitigate potential risks and issues that may impact project success.
- Maintain comprehensive project documentation, including project plans, status reports, and client communications. Ensure all project deliverables are documented and archived.
- Lead, mentor, and manage a team of professional services consultants.
- Provide guidance and support to team members, fostering a collaborative and high-performance work environment.
- Optimize the team for operational excellence aligned to the Customer Value teams to create an integrated customer experience - customer-first mindset.
- Conduct regular performance reviews and provide feedback to team members.
- Track and motivate the team to reach quarterly targets for core metrics and initiatives to drive departmental success e.g., Productive and Billable Utilization monitoring / tracking and customer satisfaction (CSAT), pre-built flows, etc.
- Gain a deep understanding of Leapwork's solutions and their applications.
- Provide technical quality assurance guidance and support to clients and internal teams.
- Ensure the team is equipped with the necessary technical skills and knowledge to deliver high-quality services.
- Continuously evaluate and improve service delivery processes and methodologies.
- Implement best practices and industry standards to enhance efficiency and effectiveness.
- Collect and analyze client feedback to drive continuous improvement.
Qualifications - 8+ years of Quality Assurance / Test Automation in software and min of 3 years leadership
- 5+ years of experience in professional services delivery, project management, or a similar role within the software industry, a plus
- Should have working knowledge of project management, risk management, deliverable and quality management, and scope control management.
- Experience at positioning, scoping, estimating, pricing professional services projects and writing PS Statements of Work, a plus.
- Quality Assurance Technical proficiency with the ability to understand and communicate complex technical concepts.
- Excellent client management and interpersonal skills.
- Strong problem-solving skills and ability to work in a collaborative environment.
- Able to work in a team environment and possess exceptional organizational skills.
- Participate in pre-sales to fully understand the client and their needs, tasks, and gather requirements.
- Stay up to date with industry trends, market dynamics, and competitive landscape to effectively position Leapwork's Service offerings.
- The ideal candidate is a seasons Services Delivery Leader technically grounded in the quality assurance test automation space.
They are a fast learner, able to quickly come up to speed on newly released products.
They are a strong team builder/leader, conveying business and technical value in a manner that resonates with customers.
A problem solver who can work independently or involve others to make the best business decision for the customer and the company. - Ability to overlap with IST time zone by 4 hours E.g. 7am EST start time depending upon meetings.
- Travel 5-20%.
Why Leapwork? We are on an exciting journey of global growth - and this is your chance to get onboard.
By joining our team, you will become part of a fast-paced international environment where you can grow, challenge yourself, and do what inspires you.
We work hard, but make sure to have fun while doing it
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