Senior Customer Delivery Manager – Project Management Office & Account Leadership for High‑Impact IT Services

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to deliver exceptional customer experiences through innovative IT solutions and world‑class service delivery. With a global footprint and a culture rooted in collaboration, agility, and continuous improvement, brighthush is redefining how organizations manage complex projects, streamline operations, and drive measurable value for their clients. If you thrive in a fast‑paced environment where strategic thinking meets hands‑on execution, brighthush offers the platform to elevate your career and make a lasting impact.

Position Overview

As a Senior Customer Delivery Manager in our Project Management Office (PMO), you will be the linchpin that connects strategic vision with operational excellence. You will lead high‑risk, high‑visibility projects, ensure SLA compliance, and drive continuous improvement across our client portfolio. Your role will involve collaborating with cross‑functional teams, managing stakeholder expectations, and translating business objectives into actionable project plans that deliver tangible results.

Key Responsibilities

• Strategic Leadership: Develop and execute delivery strategies that align with client goals and brighthush’s service‑delivery framework.
• Project Oversight: Lead end‑to‑end project management for high‑risk initiatives, ensuring adherence to scope, schedule, budget, and quality standards.
• SLA Management: Monitor and report on Service Level Agreement performance, proactively addressing gaps and driving corrective actions.
• Stakeholder Engagement: Act as the primary point of contact for senior client stakeholders, fostering trust and ensuring transparent communication.
• Risk & Issue Management: Identify, assess, and mitigate project risks; facilitate issue resolution workshops and escalation processes.
• Process Improvement: Champion continuous improvement initiatives within the PMO, leveraging ITIL/ITSM best practices to enhance delivery efficiency.
• Team Development: Mentor and coach junior PMO staff, fostering a culture of accountability, learning, and high performance.
• Reporting & Analytics: Produce executive‑level dashboards and reports that provide insights into project health, resource utilization, and financial performance.
• Change Management: Lead change management activities for new processes, tools, and technologies adopted across client engagements.
• Vendor & Partner Coordination: Manage relationships with external vendors and partners to ensure seamless integration and delivery of services.

Essential Qualifications

• Four‑year degree in Computer Science, Information Technology, Business Administration, or a related discipline; or equivalent professional experience.
• Minimum of 7 years of progressive experience in ITIL/ITSM, business operations, or customer support environments.
• Proven track record of managing complex, high‑risk projects with measurable outcomes.
• Strong understanding of IT service management frameworks (ITIL v4, COBIT, ISO 20000).
• Demonstrated ability to lead cross‑functional teams and influence stakeholders at all levels.
• Excellent analytical, problem‑solving, and decision‑making skills.
• Exceptional written and verbal communication skills in English.
• Proficiency with project management tools (e.g., Microsoft Project, JIRA, Confluence, Smartsheet).
• Experience with data‑driven performance metrics and KPI reporting.

Preferred Qualifications

• Project Management Professional (PMP) or Prince2 certification.
• Experience in a remote or distributed work environment, managing teams across multiple time zones.
• Background in the technology sector, particularly in hardware or software delivery.
• Knowledge of Agile and Scrum methodologies.
• Experience with cloud platforms (AWS, Azure, GCP) and related service delivery.

Core Competencies & Skills

• Strategic Thinking: Ability to translate business objectives into actionable project plans.
• Leadership & Influence: Inspire teams, drive consensus, and manage stakeholder expectations.
• Risk Management: Identify potential pitfalls early and develop mitigation strategies.
• Process Optimization: Continuously refine processes to increase efficiency and quality.
• Data‑Driven Decision Making: Leverage analytics to inform strategy and performance improvement.
• Communication: Articulate complex concepts clearly to technical and non‑technical audiences.
• Adaptability: Thrive in dynamic environments and pivot quickly as priorities shift.
• Customer‑Centric Mindset: Prioritize client satisfaction and deliver value beyond expectations.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a partnership between the individual and the organization. As a Senior Customer Delivery Manager, you will:

• Advance to PMO Leadership roles, overseeing multiple delivery teams and strategic initiatives.
• Participate in executive‑level strategy sessions, shaping the future of our service‑delivery model.
• Access a robust learning ecosystem, including internal workshops, industry conferences, and certification sponsorships.
• Engage in cross‑functional projects that broaden your skill set across technology, operations, and business development.
• Mentor junior staff, building a legacy of high performance and continuous improvement.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in Georgia or Texas, while still fostering strong collaboration through virtual collaboration tools and regular all‑hands meetings. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Our employees enjoy:

• Flexible work schedules that support work‑life balance.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A culture of recognition, with peer‑to‑peer shout‑outs and quarterly awards.
• Access to cutting‑edge technology and tools that enable you to deliver at scale.

Compensation & Benefits

We offer a competitive salary range of USD 93,400 – 143,800 per year, commensurate with experience and qualifications. In addition, you will receive:

• Generous paid time off (PTO) and flexible vacation policies.
• Parental leave that supports new parents with paid time and flexible return‑to‑work options.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Wellness stipend for gym memberships, mental health resources, and wellness apps.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the technology landscape. Your expertise will directly influence how our clients achieve operational excellence and customer satisfaction. You will work alongside passionate professionals who are committed to innovation, collaboration, and delivering results that matter. If you are ready to take your career to the next level, bring your strategic vision, project‑management acumen, and customer‑first mindset to brighthush.

Ready to Apply?

We are excited to hear from talented leaders who are eager to make a difference. Click the link below to submit your application and join the brighthush family.