Service Delivery Manager

About the SDM Team

The Service Delivery Management team at Bloomreach is the engine behind every successful customer implementation. We don't just manage projects — we orchestrate complex, multi-workstream implementations that bring Bloomreach's AI-powered platform to life for the world's leading brands.

What makes our SDM team different in 2026:

AI-native operations — We use Von (our AI copilot), automated processes, and intelligent workflows to eliminate manual overhead and focus on high-value delivery

Agentic tooling — ClickUp automations, Slack-integrated utilization tracking, and automated retrospective analysis are standard operating procedure

Commercial ownership — SDMs own the services metrics for their projects, identify upsell opportunities, author/ review SOWs, and drive revenue through delivery excellence

Cross-pillar delivery — We implement across Marketing (Engagement), Search (Discovery), DataHub, and Loomi AI for Shopify (LAIS), often on the same project alongside Content platform

The Role

As a Service Delivery Manager based in India, you will own the end-to-end delivery of Bloomreach implementation projects for customers across EMEA and APAC. You'll manage multiple concurrent projects, coordinate cross-functional teams, and serve as the primary delivery contact for customers — ensuring every project lands on time, on budget, and with measurable business outcomes.

This is not a traditional PM role. You'll be expected to leverage AI tools and automation to operate at a higher level — spending less time on status updates and more time on strategic delivery, risk mitigation, and commercial growth.

Key Responsibilities

Project Delivery & Execution

Own the project plan, schedule, milestones, dependencies, and critical path for 8–12 concurrent implementation projects

Manage customer launches on the Bloomreach platform, including data migration, SDK integration, Event Streams / Item Collections setup, and go-live readiness

Facilitate customer meetings, articulate business requirements, and translate them into actionable implementation plans

Provide proactive reporting — leveraging automated reporting tools (Von, ClickUp) rather than manual slide decks

Own escalation management — identify risks early, communicate clearly, and drive resolution with the right stakeholders

Commercial & Strategic

Identify opportunities to sell additional services during project delivery — create Salesforce opportunities, helping in scoping and estimation

Own the services metrics for your project portfolio — track utilization, manage scope, and ensure profitability

Partner with Account Managers and CSMs to align delivery with the customer's broader success plan and renewal timeline

AI-First Operations

Use Von and other AI tools for meeting prep, status reporting, customer research, and project analysis

Build and maintain automated workflows (ClickUp, Slack, Zapier) to streamline repetitive delivery tasks

Contribute to the team's automation roadmap — propose and implement new ways to use AI in service delivery

Use data and dashboards to drive project decisions, track delivery health, and identify patterns across your portfolio

Collaboration

Work closely with Business Consultants (BCs), Solutions Consultants (SCs), AMs, and CSMs to ensure seamless handoffs and aligned delivery

Coordinate with Product and Engineering teams on technical blockers, feature requests, and platform capabilities

Participate in cross-functional initiatives like LAIS rollouts, DataHub migrations, and One Platform upgrades

What You Bring

Must-Have

5–7 years of experience in project/program management within SaaS, martech, or digital services

Proven track record of managing multiple concurrent implementation projects (10+ simultaneously)

Strong understanding of web technologies — APIs, SDKs, webhooks, data pipelines, frontend/backend architecture

Experience with project management tools (ClickUp, Jira, Asana, or similar) and comfort building automations within them

Commercial awareness — experience with SOW review, services scoping, and revenue tracking

Excellent communication skills — ability to run customer-facing meetings, write clear status reports, and manage stakeholder expectations across timezones (EMEA/APAC overlap required)

Comfort with AI tools — active user of AI assistants, automation platforms, or similar technology in a professional context

Nice-to-Have

Experience with CDP/martech platforms (Bloomreach, Braze, Klaviyo, SFMC, Emarsys, or similar)

Familiarity with Jinja templating, SQL, or scripting languages

Experience working in a globally distributed team with EMEA/AMER stakeholders

PMP, PRINCE2, or Agile certification

Experience with Salesforce CPQ or services quoting processes

What Success Looks Like

Timeframe

Milestone

30 days

Onboarded on Bloomreach platform, tools (Von, ClickUp, Slack workflows), and processes. Shadowed 2–3 active projects.

60 days

Independently managing 4–6 projects. First automated status report generated. The first customer meeting led solo.

90 days

Full portfolio of 8–12 projects. First services upsell opportunities identified. Contributing to the team automation roadmap.

6 months

Recognized as a reliable delivery partner by AMs and CSMs. Delivering projects on time with >90% customer satisfaction. At least one new automation or process improvement shipped.

Why Bloomreach

AI-first company — You'll work with cutting-edge AI (Loomi) and be expected to use AI in your own work, not just deliver it to customers

Global impact — Your projects will power personalized experiences for millions of consumers across the world's leading brands

Growth trajectory — The India SDM function is new, and you'll have the opportunity to shape how it operates from the ground up

Collaborative culture — You'll work with smart, passionate people across engineering, product, sales, and customer success