Service Delivery Manager – Software Publisher Services – anywhere in Europe
"Are you looking for an opportunity to drive commercial growth, own strategic client relationships, and shape the future of software compliance advisory at a global level?"
About the Company
Connor Consulting Partners, LLC is a specialist advisory firm delivering software license compliance and advisory services to a global client base.
We are in an exciting period of growth and organisational maturity. Our line of business is structured so that every person operates at their highest value: Directors focus on client outcomes and commercial growth, a dedicated delivery management function provides the operational infrastructure, and Account Managers and Technical Leads run day-to-day execution with genuine autonomy. The result is a firm where the delivery engine is as strong as the commercial engine.
The Opportunity
We are looking for a Delivery Manager / Senior Manager to own and build the delivery infrastructure for our Software Publisher Services practice. This is a pivotal role: you sit at the centre of the organisation, ensuring that every engagement is delivered consistently, every process is documented and followed, and every team member is developed and deployed effectively.
This is not a client-facing commercial role, and it is not a project management role. You will not own client relationships or carry revenue targets. Instead, you will build and maintain the business systems that everyone else relies on: tracking, quality frameworks, resource management, team development, and governance. Your success is measured by the strength of the infrastructure you create and the capability of the teams you grow.
The right person for this role is a systems thinker who finds satisfaction in building infrastructure that scales, who understands that authority comes from demonstrated value rather than positional power, and who can operate effectively across a matrix structure spanning multiple regions and clients.
Key Accountabilities
Governance and Delivery Infrastructure
- Build, maintain, and continuously improve the tracking, reporting, and process infrastructure that underpins delivery across all clients and regions. This includes project tracking systems, dashboards, documented processes, and engagement lifecycle frameworks.
- Own the delivery system end-to-end. Your processes and frameworks become business standards that the entire organisation operates within, not optional guidance, but the way we work.
- Provide the leadership team with the operational data they need to make informed decisions without being operationally involved: delivery status, budget positions, risk indicators, and capacity outlook.
Culture and Team Identity
- Build and sustain a strong, unified team culture across all regions. Our delivery teams operate as one global team, there is no distinction between onshore and offshore, front office and back office. You are the person who makes that identity real, not just aspirational.
- Create an environment where people want to do their best work. Culture is not a side project, it is the foundation that every process, framework, and governance cadence is built on. If the culture is wrong, nothing else works at scale.
- Foster professional pride in delivery standards. When the team sees quality and consistency as part of their identity rather than something imposed on them, you have built something that sustains itself.
- Connect people across geographies. In a distributed team, culture does not happen by accident. You deliberately create the forums, rituals, and shared experiences that make people feel part of something larger than their individual engagement.
- Champion inclusion and professional development as core cultural values. Every team member, regardless of region, role level, or tenure, should see a clear path forward and feel invested in by the organisation.
Quality Framework
- Design, maintain, and enforce the quality frameworks, checklists, and processes that ensure consistent delivery standards across every engagement. Directors set the quality expectations for their clients; you build the infrastructure that reliably delivers against those expectations.
- Identify quality and consistency issues across regions before they reach clients. You are the organisation's early warning system for systemic delivery risks.
- Drive continuous improvement in quality outcomes through data, process refinement, and structured governance.
Resource and Capacity Management
- Manage the shared resource pool across regions. Assess capability, track availability, and prepare staffing recommendations for Director decisions.
- Build and maintain a rolling capacity view so the organisation can plan proactively rather than react to resourcing gaps.
- Own time-to-fill performance, ensuring that engagements are staffed with the right people quickly and efficiently.
Team Development
- Primary owner of career development, skills frameworks, and training for the delivery and technical teams. You are responsible for growing the capability of the people who deliver our work.
- Conduct skills assessments, identify development needs, and build training programmes that close gaps systematically.
- Manage onboarding effectiveness, ensuring new team members are productive and contributing within a defined timeframe.
- Initiate and manage performance improvement plans where needed. You own the people development infrastructure.
What We Expect in Return
This role carries significant organisational influence. With that comes a set of commitments we expect:
-
Build your authority through demonstrated value. When the infrastructure you create makes people's jobs easier and delivery more consistent, compliance becomes a professional standard, not something you have to enforce.
- Be transparent about delivery risks. Your role is to surface reality, not to filter it. The leadership team depends on your data to make good decisions.
- Prioritise quick wins. Sequence your work so that the organisation sees value early. Each piece of infrastructure you deliver builds the trust needed for the next.
- Work collaboratively with Directors as a genuine partner. They own the client relationships; you provide the infrastructure that supports them. Engage constructively, share information openly, and treat each other's domains with respect.
- Protect the team culture you build. As the organisation grows, the culture either scales deliberately or it dilutes. You are accountable for making sure it scales.
How This Role Works Day-to-Day
We have deliberately structured this role to sit at the centre of the organisation, connected to every function but operating in a distinct lane. Here is what that looks like in practice:
Your focus
Delivery infrastructure, quality frameworks, process design, resource management, team development, and operational governance across all clients and regions.
Not your focus
Client commercial relationships, revenue targets, new business development, or day-to-day client communication — we have dedicated Directors and Account Managers for this.
Your governance rhythm
Structured weekly and monthly forums with the leadership team and delivery teams. You provide the data, analysis, and recommendations that inform decisions across the business.
How you get things done
Through infrastructure and influence. You build systems that people rely on because they make delivery better. Your authority comes from the value of what you build, not from hierarchy.
What your teams handle
Day-to-day client delivery, project management, routine budget conversations, and engagement execution — all owned by Account Managers and Technical Leads operating within the frameworks you build.
About You
Experience & Knowledge
- Significant experience in delivery management, operations management, or programme management within a professional services or advisory environment. You understand what it takes to build delivery infrastructure that scales across multiple clients and regions.
- Experience in software license compliance, software asset management, or a related technology advisory field is highly desirable. Understanding the audit lifecycle and client engagement model will accelerate your impact.
- Proven track record of building governance systems, quality frameworks, and operational processes, either from scratch or by significantly improving existing ones. You can point to the infrastructure you built and the outcomes it produced.
- Experience managing a shared resource pool or bench model. You understand capacity planning, skills assessment, and the dynamics of matching people to engagements.
- International delivery experience. Our teams operate across APAC, EMEA, and the Americas. You are comfortable working across time zones and cultures and understand the challenge of maintaining consistency at a distance.
- Experience with delivery tracking tools, dashboards, and reporting systems. You are comfortable with data and use it to drive decisions and surface risks.
Leadership & Competencies
- Systems thinker. You see the whole picture and design infrastructure that connects the parts. You think in processes, frameworks, and feedback loops, not just individual tasks.
- Influence without authority. You build credibility through demonstrated value. You can get things done in a matrix structure where people do not report directly to you, and you understand that the best systems are the ones people want to use.
- Builder mentality. You find genuine satisfaction in creating infrastructure that others rely on. You would rather build a system that works without you than be the person everything depends on.
- Collaborative partner. You work effectively with senior commercial leaders who have different priorities and pressures. You provide data and recommendations without overstepping into their decision-making authority.
- Culture builder. You understand that a strong team culture is not a byproduct of good process, it is a prerequisite. You have built or shaped team cultures before, particularly across distributed or multi-regional teams, and you know how to make people feel connected to something larger than their individual work.
- People developer. You invest in growing your team's capability because you understand that team quality is infrastructure. Skilled, confident people are the foundation everything else is built on.
- Transparent communicator. You surface reality. You present data honestly, flag risks early, and never filter information to make things look better than they are.
Qualifications
- Degree-level education or equivalent professional experience.
- Relevant certifications in project management, delivery management, or quality frameworks are advantageous (e.g., PMP, PRINCE2, ITIL, Six Sigma, or similar).
- ITAM, SAM, or vendor-specific compliance certifications are a plus but not required.
What We Offer
- A role at the centre of a specialist advisory firm's operating model. You are not a support function, you are the person who builds the infrastructure that makes the entire delivery engine work.
- An organisational structure where your role has clear authority. The delivery standards and processes you build are treated as business infrastructure that the entire leadership team reinforces.
- Directors who actively champion the delivery standards you set. You are not fighting for relevance, the organisation is designed so that every function depends on the systems you maintain.
- The opportunity to build from a strong foundation. We have a growing client base, capable delivery teams, and senior leadership commitment to operational excellence. Your job is to build the infrastructure that takes us from good to consistently excellent.
- A collaborative leadership team that values transparency, shared information, and mutual support.
- Competitive compensation package commensurate with the strategic importance and organisational impact of the role.
Benefits - Why Connor?
We approach every relationship with purpose, attention, and a little fun! You can expect a flexible working environment, paid mental health days, a generous vacation package, and competitive compensation. You’ll be working with a highly driven, collaborative global team that values trust, accountability, and continuous learning. We nurture our people in a culture that promotes diversity and individuality that sparks innovation and creativity.
Connor Consulting Partners, LLC is an equal opportunity employer and values diversity, equality, and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you are a professional who is looking for an opportunity where you can put your honed skills and abilities to work for a mission that you are passionate about, then this is the right career opportunity for you.
Join us and be part of our Global Team. Apply now!
