Sr. Delivery manager/Delivery Manager

Role Overview

Senior Delivery Manager And Delivery Manager

Project Delivery And Implementation Management

• Lead end-to-end delivery of SaaS implementation projects, including planning, requirements gathering, configuration, testing, training, go-live, and hypercare.
• Prepare and manage project plans, timelines, milestones, risks, dependencies, and delivery trackers.
• Ensure projects are delivered within agreed scope, timelines, and quality expectations.
• Coordinate with internal teams including Product, Engineering, QA, Support, Customer Success, and Sales/Solutions.
• Manage customer expectations throughout the implementation lifecycle and ensure clear communication on progress, risks, issues, and dependencies.
• Drive project governance through regular status meetings, steering committee updates, and project reporting.
• Ensure timely closure of project documentation including BRD/FTRD, configuration documents, UAT sign-off, go-live readiness checklist, and handover documents.

Customer And Stakeholder Management

• Act as the primary delivery point of contact for customers during implementation.
• Build strong working relationships with customer stakeholders including HR, IT, business heads, and senior leadership.
• Facilitate workshops, requirement discussions, solution walkthroughs, UAT sessions, and go-live readiness meetings.
• Manage escalations professionally and work with relevant teams to drive timely resolution.
• Ensure customer alignment on scope, assumptions, timelines, dependencies, and acceptance criteria.
• Support post-go-live transition to Customer Success and Support teams.

Functional And Technical Coordination

• Understand the functional and technical aspects of SaaS implementations, especially in HRTech or enterprise business applications.
• Work with technical teams on integrations, APIs, SSO, data migration, environment readiness, and deployment dependencies.
• Review and support data readiness activities including employee master data, organizational hierarchy, goals, competencies, leave, attendance, payroll, or other HR data as applicable.
• Coordinate UAT defect tracking, prioritization, resolution, and retesting.
• Understand technical constraints and translate them into customer-friendly communication.
• Support solutioning discussions by balancing customer requirements with standard SaaS product capabilities.

Governance, Risk, and Quality Management

• Maintain clear visibility of project health, risks, issues, and decision points.
• Proactively identify project risks and dependencies and drive mitigation actions.
• Ensure scope changes are identified, documented, and managed through appropriate change request processes.
• Maintain delivery discipline across all phases of the project.
• Ensure proper documentation, audit readiness, and project artefact management.
• Support continuous improvement in delivery methodology, templates, and implementation best practices.

Change Management And Adoption Support

• Support customer readiness for system adoption through training plans, user enablement, and stakeholder alignment.
• Coordinate Train-the-Trainer sessions, admin training, and user walkthroughs where applicable.
• Work with Customer Success teams to support transition from implementation to adoption and value realization.
• Assist customers in planning phased rollouts, pilot launches, and organization-wide go-live activities.

Required Experience

• 6 to 8 years of overall experience.
• Strong experience in SaaS product implementation and customer-facing delivery.
• Prior experience in HRTech, Talent Management, Performance Management, LMS is preferred but not necessary.
• Proven experience managing multiple projects or complex enterprise implementations.
• Experience working with government, semi-government, or large enterprise customers in the UAE or Middle East is preferred.
• Strong understanding of project delivery lifecycle including requirements, configuration, integrations, UAT, go-live, and hypercare.
• Experience coordinating with technical teams on APIs, data migration, SSO, cloud environments, and issue resolution.
• Good understanding of SaaS delivery models, product configurations, and change request management.

Skills And Competencies

• Strong project management and delivery governance skills.
• Excellent customer-facing communication and stakeholder management.
• Ability to manage difficult conversations with customers in a professional and solution-oriented manner.
• Strong understanding of business processes, preferably HR processes.
• Ability to translate technical topics into simple business language.
• Strong documentation, reporting, and presentation skills.
• Good problem-solving and decision-making ability.
• Ability to manage competing priorities and work under tight timelines.
• Strong ownership mindset with attention to detail.
• Comfortable working in a fast-paced SaaS product environment.

Language Requirements

• Fluency in Arabic and English is mandatory. Strong written and verbal communication skills in both languages.

Location And Mobility Requirements

• Candidate must be based in the UAE.
• Candidate must hold a valid UAE driving license.
• Willingness to travel to customer offices across the UAE for meetings, workshops, UAT sessions, and project reviews as required.

Education And Certifications

• Bachelor’s degree in Business, Technology, HR, Engineering, or a related field is required.
• MBA is preferred but not mandatory.
• PMP, PRINCE2, Agile, Scrum, or similar project management certification is an advantage.

Preferred Background

• Experience with HRTech platforms such as Workday, SAP SuccessFactors, Oracle HCM, Cornerstone, Darwinbox, Zoho People, or similar SaaS solutions.
• Experience delivering Performance Management, Talent Management, Career and Succession Planning, LMS, Core HR, Payroll, or HR Analytics projects.
• Experience working with cross-functional teams across Product, Engineering, QA, Customer Success, and Support.
• Exposure to UAE government or large enterprise procurement, governance, and compliance processes.