Service Delivery Consulting Manager

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level. **ABOUT SNOWFLAKE** Snowflake is at the forefront of the Data Cloud, a global network where thousands of organizations mobilize data with near-unlimited scale, concurrency, and performance. Inside Snowflake, we are a team of people with a passion for helping customers drive outcomes and get the most out of their data. Our Professional Services team is the "tip of the spear" for customer success, ensuring our most strategic accounts not only deploy Snowflake effectively but also use it to transform their business. *** Snowflake is seeking a **Service Delivery Consulting Manager** to lead, mentor, and grow our high-performing team of Service Delivery Managers (SDMs) and Build our new Innovation Advisory Capability. This is a critical people leadership role combining team management, strategic customer engagement, and technical advisory. You will be responsible for a team that owns the post-sales technical and strategic relationship for our most important customers. You are a trusted advisor at heart, but a people leader first. You thrive on building and developing world-class teams, fostering a culture of innovation, and ensuring your team is a strategic force multiplier for our customers and our sales organization. **AS A SERVICE DELIVERY CONSULTING MANAGER, YOU WILL**: **Team Leadership & Management**: - ** Lead and Inspire**: Manage, hire, and develop a world-class team of Service Delivery Managers and Innovation Advisors, fostering a culture of customer-centricity, collaboration, and continuous improvement. - ** Coach and Mentor**: Provide active coaching, mentorship, and career development guidance to your team members, helping them grow in their roles and careers. - ** Drive Performance & Accountability**: Be accountable for your team's performance against key delivery and commercial metrics, including: - Manage Team Utilisation to > 60% - Own Revenue & Renewals for our Embedded Customer Architects - Development and execution of Integrated Account Plans - Leading MBR (Monthly/Quarterly) Business Execution reviews and delivering clear Value Slides - Own all aspects of project delivery - Scope, Change Order Management, and project hygiene - Deliver high CSAT scores and proactive actioning of account & customer feedback - Manage Resources: Oversee portfolio assignments, team utilization, and resource planning to ensure optimal coverage for our strategic customers. - Act as an Escalation Point: Serve as the first point of internal and external escalation for your team, helping to resolve complex customer issues and manage stakeholder expectations. **Innovation Advisory & Strategy**: - ** Lead the Innovation Practice**: Spearhead the "Innovation Advisory" motion, guiding your team to engage with C-suite and VP-level stakeholders on their strategic business priorities. - ** Drive AI & Use-Case Discovery**: Coach your team to identify and qualify high-impact use cases for the Data Cloud, particularly in Generative AI, Snowpark, and ML. - ** Deliver "Art of the Possible" Engagements**: Oversee and participate in executive-level workshops, prototyping exercises, and strategic roadmapping sessions to help customers build a multi-year innovation pipeline on Snowflake. - ** Partner for Value**: Work "backwards" from customer problems to co-create solutions, build business cases, and establish clear value realization metrics. **Service Delivery & Customer Success**: - ** Oversee Portfolio Health**: Ensure your team is effectively managing a portfolio of strategic accounts, driving customer outcomes, satisfaction (CSAT), and long-term Snowflake adoption. - ** Ensure Delivery Excellence**: Be accountable for the successful and predictable delivery of Professional Services engagements, from scoping to execution and closure. - ** Conduct Executive-Level Reviews**: Guide your team in preparing and delivering impactful Quarterly Business Reviews (QBRs) and executive steering committees, reinforcing the value delivered and an alignment on future goals. - ** Drive Commercial Outcomes**: Partner closely with the Sales and Customer Success teams to identify opportunities for service renewals, platform consumption growth, and new professional services. - ** Be the Voice of the Customer**: Aggregate and channel strategic customer feedback from your team to Snowflake's Product, Engineering, and Support organizations. **OUR IDEAL CANDIDATE WILL HAVE**: - ** 10+ years** of experience in a customer-facing Professional Services, technical consulting, or enterprise technology role. - ** 5+ years of direct people management experience**, with a proven track record of hiring, coaching, and leading high-performing technical and/or delivery teams.