ABOUT THE ROLE:
Retool’s Service Delivery Managers own execution and delivery for a portfolio of high-impact Professional Services engagements. This is a hands-on, embedded delivery role. You will operate as the day-to-day delivery owner - bringing structure, accountability, and clarity across Retool teams, certified partners, and customers.
This role is ideal for a service delivery professional who is comfortable operating autonomously and prefers deep ownership over a limited set of complex projects.
WHAT YOU’LL DO:
Own end-to-end delivery for a portfolio of high-impact Professional Services engagements
Maintain a deep understanding of project goals, technical context, and customer environment
Establish and maintain delivery structure: milestones, ownership, dependencies, and timelines
Build and maintain project plans with clear ownership, dependencies, and delivery milestones
Monitor project financial health, including scope, utilization, burn rate, and budget consumption; proactively identify expansion or change-order needs
Act as Retool’s delivery owner for partner-led engagements, holding partners accountable through governance
Partner closely with Solutions Architects to set the pace and manage scope
Lead customer communication with confidence: set expectations, run weekly syncs, and deliver weekly updates
Surface delivery, technical, or partner risks early and escalate with clear mitigation paths
Drive a clean project closeout and stakeholder handoff with minimal oversight
THE SKILLSET YOU’LL BRING:
5+ years of experience in project, program, or service delivery management within SaaS, Professional Services, consulting, or agency environments
Proven ability to own complex, customer-facing delivery independently, from kickoff through closeout
Ability to engage credibly in technical delivery discussions, even without being hands-on in implementation
Experience managing multiple concurrent projects with senior stakeholders and competing priorities
Strong judgment in scope control, risk identification, and escalation
Demonstrated ability to hold external partners or vendors accountable through structured governance
Exceptional written and verbal communication skills, including executive-ready status reporting
Comfort operating in ambiguous, fast-moving environments where structure must often be created
Strong prioritization and time management across multiple concurrent engagements
(Nice to have) Experience with PSA tools (Rocketlane), enterprise SaaS implementations