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Global Service Delivery Manager



United States · Remote
Posted on Tuesday, April 9, 2024

Who we are

Kentik is the network observability company. Our platform is a must-have for the network front line, whether digital business, corporate IT, or service provider. Network professionals turn to the Kentik Network Observability Cloud to plan, run, and fix any network, relying on our infinite granularity, AI-driven insights, and insanely fast search.

Kentik makes sense of network, cloud, host, and container flow, Internet routing, performance tests, and network metrics. We show network pros what they need to know about their network performance, health, and security to make their business-critical services shine. Networks power the world’s most valuable companies, and those companies trust Kentik. Market leaders like IBM, Box, and Zoom rely on Kentik for network observability. Visit us at and follow us at @kentikinc.

What we do

The Global Service Delivery Manager performs a pivotal role within our organization, tasked with leading, coordinating, and ensuring the successful delivery of our largest, most critical, and complex customer deployment projects. This role demands a blend of technical expertise, strategic planning, and interpersonal skills to manage projects that span across both external customer and internal facing teams including Sales, Customer Success, Customer Engineering, Product Management, and Engineering & Development. The Global Service Delivery Manager will not only champion best practices in project management but also drive improvements to existing processes and workflows that enhance project outcomes and customer satisfaction.

If you have a proven track record of successfully leading large and complex Enterprise SaaS delivery projects in a fast-paced and fast-growth organization, this is a great opportunity and we want to talk to you. The ideal candidate for this role is a seasoned project management professional with a robust background in managing technical projects across multiple teams. They are adept in transition management, requirements validation, possessing a keen ability to anticipate, adapt to, and effectively manage shifts in project scope, timelines, and objectives. With strong interpersonal skills, they can influence and work collaboratively with stakeholders at all levels, ensuring projects are delivered successfully and on time.

What you'll do

  • Strategic Project Leadership - Provide strategic direction for project management activities for critical and complex customer deployment projects by setting a clear vision and plan for necessary objectives, deliverables, timelines, and customer expectations
  • Customer Relationship Skills - Act as the primary liaison between customer practitioners and executives, providing them with support and guidance to ensure they remain aligned with project delivery objectives
  • Cross-Functional Coordination - Serve as the central figure among multiple internal and external teams, facilitating collaboration, communication, and alignment towards common project deliverables and timelines
  • Risk and Change Management - Proactively identify potential project risks and develop mitigation strategies, while efficiently managing and adapting to changes in project scope, schedule, and resources
  • Stakeholder Management - Build and maintain strong relationships with all project stakeholders, including internal teams, customers, and external partners, ensuring clear communication and expectation management
  • Quality and Project Execution Oversight - Ensure that all project deliverables and execution meet the highest standards of quality and follow industry best practices
  • Performance Tracking - Monitor and report on project performance, providing stakeholders with regular updates on status, progress, and timelines
  • Post-Project Evaluation - Conduct post-project evaluation analysis to identify successful and unsuccessful project elements, incorporating lessons learned into future projects

What you'll bring

Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!

  • 7+ years of experience in project management, specifically in managing large-scale and complex technical projects
  • Exceptional verbal, written, and presentation communication skills. Must be able to clearly articulate complex topics and ideas to internal teams and external customers, consisting of both technical and non-technical audiences
  • Proven track record in successfully managing projects across multiple teams (including Sales, Customer Success, Customer Engineering, Product, and Engineering & Development) with experience managing customer practitioner and executive relationships in complex projects
  • Strong analytical and problem-solving skills, with a proactive approach to overcoming challenges and the ability to think outside the box
  • Proven ability to work in a fast-paced environment, demonstrating resilience and the ability to maintain high performance under pressure
  • Strong leadership skills with the ability to manage and influence strong personalities across diverse teams
  • Experience with change management, and the ability to adapt and manage changes effectively
  • Experience with data analysis, demonstrating the ability to analyze project data and metrics to inform decisions

Nice to haves:

  • Experience working in a SaaS environment
  • Experience working in a pre-IPO startup environment
  • Understanding of and experience with strategies for improving customer satisfaction and loyalty through project outcomes
  • Experience in International Project Management: Having managed projects across different countries, understanding cultural nuances and global business practices
  • Project Management Professional (PMP) certification or equivalent

What we offer

Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.

The compensation range for this position is: $120,000 - $180,000. This range reflects the low and high end of the U.S. compensation range Kentik reasonably and generally expects to pay the hired candidate in this role. The actual compensation offered may be lower or higher than the stated range depending on various factors, including but not limited to:

  • Experience with the skill sets required for success
  • Demonstrated competencies and potential
  • A geographic market-based approach

In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:

  • 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
  • Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
  • Paid family & medical leave
  • Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
  • 401(k) retirement account
  • Home office reimbursement
  • Stock options

Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.

Come work with us

The true meaning of Kentik is visibility. We’re committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik.

We don’t look for individuals who fit the culture, but those who will continue to add to the culture.

We encourage everyone to apply, especially those individuals who are underrepresented in the industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status.

Come as you are!

You will be working at a fast-growing, well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you’ll take on, we’re sure you’ll enjoy joining the Kentik team.