Manager, Customer Delivery

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies.

We’re hiring a Manager, Delivery Services to lead and evolve our implementation and advisory function across EMEA. This role is responsible for driving operational excellence, innovation, and AI-led transformation across our Delivery Services organisation, ensuring customers realise value quickly and at scale.

You will lead a team of Customer Onboarding Managers (COMs) and Resident Solution Architects (RSAs), owning the end-to-end delivery motion across scoping, execution and customer outcomes. Sitting at the intersection of technical delivery, commercial impact and strategic transformation, you will play a critical role in how Services are delivered, scaled, and sold.

This is not just a role for someone to run the function; we are looking for a leader who will mature how we execute and closely support the team. You will bring rigour, introduce new ways of working and seek to embed AI both into how we operate and how we deliver for our customers.

This is a full-time position based remotely out of Ireland or the UK, with preference for Dublin or London.

What You’ll Do

Drive Operational Rigour and Delivery Excellence

• Own end-to-end accountability for Delivery Services, including scoping accuracy, delivery-to-scope, and delivery-to-budget
• Improve time-to-value (TTV) and reduce time-to-launch (TTL) across all customer engagements
• Drive utilisation and resource efficiency across the team
• Get into the details where needed: proactively managing risks, removing blockers and acting as a point of escalation from a Services perspective for customers and internal stakeholders alike
• Establish and enforce best-in-class delivery processes, tooling and governance

Lead Innovation and Function Evolution

• Own the continuous evolution of the Delivery Services function, ensuring it keeps pace with customer needs, company growth and market expectations
• Maintain a clear, honest view of where the function is strong and where it needs to improve and take action accordingly
• Set the direction for how Delivery Services should operate at-scale and ensure that direction is reflected in how the team actually works day-to-day
• Drive meaningful, lasting improvements to how we deliver services: not just ideas, but changes that stick and raise the bar

Make AI Core to How We Operate and Deliver

• Define how AI should be used across Delivery Services, both internally and in customer engagements
• Ensure AI is used to meaningfully improve efficiency, consistency and quality of delivery
• Set expectations for the team on where and how AI should be applied and hold a high bar for adoption
• Bring a clear, practical point of view on how AI reshapes professional services at Fivetran

Lead, Motivate, and Elevate the Team

• Build a high-performing team culture with good vibes
• Coach and develop team members through regular 1:1s and structured career development plans
• Set clear expectations around performance, accountability and attention to detail
• Create an environment where the team can do their best work and enjoy doing it

Bring Technical and Industry Credibility

• Act as a point of escalation for complex technical or delivery challenges
• Provide guidance on architecture, implementation strategy and best practices
• Partner effectively with technical stakeholders internally and externally
• Stay close to industry trends and bring informed perspectives into how we evolve our services

What We’re Looking For

• Proven experience leading onboarding, solution architect and/or professional services teams with strong control over scope, timelines and commercial outcomes for customers
• A track record of improving how a function operates: not just running it, but making it measurably better
• Strong commercial instinct, with the ability to work closely with Sales to shape deals and position Services as a value driver, not a blocker
• Clear interest and capability in applying AI to improve internal efficiency and customer delivery in practical ways
• Ability to operate at both a strategic and on-the-ground level, getting into the detail where needed
• Strong technical credibility in data, SaaS or cloud environments, with the ability to engage and unblock technical stakeholders
• A leadership style that drives high standards and accountability whilst maintaining good vibes
• Experience working cross-functionally with senior counterparts in Sales, Product, Engineering and Alliances (amongst others)
• A builder/operator mindset: someone who takes ownership and wants to continuously deliver improvement for the team and the company

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