Manager, Service Delivery

At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple. The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf. What You’ll Do at Jamf: The Manager, Service Delivery leads a team of Professional Services engineers serving education customers and is accountable for delivery quality, utilization, and margin across the team’s services engagements. The role owns project management for those engagements, balances team capacity between project and consulting work, and builds repeatable practices that let the team scale. The Manager partners with Customer Onboarding, Sales, and Customer Success to scope and forecast work so customers reach successful implementations on time and within budget. What you can expect to do in this role: Leads and develops a team of Professional Services engineers serving education customers by coaching technical and consulting skills, managing performance, supporting career growth, and owning hiring and onboarding so the team can deliver high-quality customer outcomes. Manages delivery of services engagements from kickoff through close, owning planning, scheduling, scope and budget control, change requests, status tracking, risk management, and customer communication so projects are delivered on time, on budget, and to quality commitments. Manages team capacity and utilization across project delivery and consulting work, forecasting demand with Sales and Customer Success, planning for seasonal peaks tied to education renewal cycles, and giving leadership early visibility into staffing gaps. Reviews engagement scopes and estimates with Architects and Sales to confirm work is well scoped, properly staffed, and aligned to margin targets. Makes day-to-day staffing, prioritization, and engagement-scoping decisions independently within agreed delivery and margin targets, escalating contract exceptions, headcount changes, and cross-team priority conflicts to Services senior leadership. Defines, in partnership with Customer Onboarding, the team’s consulting role on customer implementations, including when Services is engaged, what Services provides, and who owns each part of the work. Establishes lightweight, repeatable project management practices, such as intake, templates, shared trackers, status reporting, and post-project reviews, so engineers can take on more project ownership and the team can scale. Serves as the escalation point for customer and delivery issues on Services engagements, resolving problems quickly and applying lessons learned to prevent recurrence. Tracks and reports team performance metrics, including utilization, project health, backlog, margin, and customer satisfaction, and uses the results to improve delivery quality and customer outcomes. Partners with Customer Onboarding, Architects, Sales, Customer Success, and other teams to align priorities and solve problems, influencing teams outside the direct reporting line. Other duties and special projects as assigned. What we are looking for: 5+ years in professional services, customer implementation, or technical project delivery in a SaaS or technology environment (required) 3+ years leading others, through formal people management or through functional or end-to-end project leadership, including coaching, directing work, and accountability for team or project outcomes (required) 3+ years managing delivery of multiple concurrent customer projects, including scoping, scheduling, scope and budget control, risk and dependency management, change requests, status reporting, and customer communication (required) Experience managing capacity, utilization, or resource forecasting for a delivery or services team (required) Ability to influence and align cross-functional partners, such as Sales, Customer Success, and implementation teams, without direct authority (required) Strong written and verbal communication, including translating complex technical concepts into plain language for customers and executives and handling difficult conversations and escalations (required) Formal people management experience, including hiring and performance management (preferred) Experience building lightweight project management practices, such as intake, templates, shared trackers, and status reporting, for a delivery team (preferred) Familiarity with Apple device management or the Jamf platform (preferred) Familiarity with CRM, project-tracking, and customer success platforms, and with financial and margin reporting for a services team (preferred) EDUCATION AND CERTIFICATIONS Bachelor’s degree in business, information technology, or a related field (required) A combination of relevant experience and education may be considered (required) Project management certification, such as PMP (preferred) #LIRemote Why Jamf? Named a Best Workplace in Technology, 2022. Named 100 Best Companies to Work For by Great Place to Work ® and Fortune Magazine We know that big ideas can come from anyone, so we empower everyone to make an impact. Our 90% employee retention rate agrees! You will have the opportunity to make a real and meaningful impact for more than 60,000 global customers with the best Apple device management solution in the world. We put people over profits – which is why our customers keep coming back to us. Our volunteer time off allows employees to support and give back to our communities. We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful. 23 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes). Over 100,000 Jamf Nation users, the largest online IT community in the world. The national pay transparency range below represents all U.S. locations and accounts for geographic differences in pay, resulting in a broader range. National Pay Transparency Range $95,000—$147,000 USD What it means to be a Jamf? We are a team of free-thinkers, can-doers, and problem-crushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless self-improvement - driving both personal growth and collective progress throughout our company. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace. Our aim is simple: hire exceptionally good people who are incredibly good at what they do and let them do it. We provide the support and resources to let everyone be their authentic, best selves at work, at rest, and at play. We are committed to supporting the continual improvement of Apple in the workplace, the organizations that rely on them and the people who keep it all running smoothly. Above it all, waves our banner of #OneJamf – and the knowledge that when we stand together, we accomplish so much more than we could alone. We seek individuals who share this unwavering journey toward growth to join us in our quest for constant improvement. What does Jamf do? Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, customers are able to confidently automate Mac, iPad, iPhone and Apple TV deployment, management, and security – anytime, anywhere – to protect the data and applications used by employees in the workplace, students learning in the classroom, and streamline communications in healthcare between patients and providers. More than 2,500 Jamf strong worldwide, we are free-thinkers, can-doers, and problems crushers who are encouraged to bring their whole selves to work each and every day. Get social with us and follow the conversation at #OneJamf Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at [email protected]