Professional Services Delivery Lead

About the role

The Service Delivery Lead owns delivery capacity planning, operational standards, quality governance, and delivery performance reporting. Working closely with regional delivery leaders, consultants, and cross-functional stakeholders, you'll optimize utilization, remove delivery roadblocks, and ensure every customer engagement meets defined quality and completion standards.

Responsibilities

• Manage global delivery capacity and resource allocation across a shared pool of consultants and delivery resources.
• Balance regional demand, engagement complexity, customer priorities, and delivery readiness to optimize utilization and customer outcomes.
• Establish and maintain regional concurrency limits and workload management practices.
• Publish and maintain capacity forecasts and availability reporting to support intake planning and engagement scheduling.
• Partner with regional delivery leaders to proactively identify resource constraints, mitigate risks, and improve delivery predictability.
• Act as the operational escalation point when delivery challenges impact timelines, staffing, or customer commitments.
• Own and continuously improve delivery standards, engagement methodologies, and completion criteria across all global regions.
• Ensure implementation and upgrade engagements are delivered consistently, on scope, and in alignment with established quality standards.
• Serve as the final quality gate for engagement completion, validating readiness before customer closeout.
• Lead intervention planning for engagements that