Integration & Delivery Manager (SaaS)

The Integration & Delivery Manager plays a pivotal role in ensuring seamless customer onboarding, integration, and delivery of digital products and services. This role bridges customers, development, and leadership teams by translating business requirements into structured delivery plans, coordinating cross-functional execution, and ensuring customers gain measurable value from implemented solutions. The Integration & Delivery Manager also contributes to customer success enablement by coordinating documentation, user materials, and training programs that support adoption and satisfaction.

This is not a hands-on technical role, but it requires a strong understanding of system design, data integrations and API principles to guide both internal teams and customers effectively., * Lead and manage customer onboarding, integration, and delivery projects from initiation to completion.

• Design and plan data integrations between internal and customer systems, ensuring interoperability and alignment with architecture standards.
• Understand and review system design principles, API specifications, and data models to guide integration planning.
• Translate customer requirements into structured technical and delivery plans, ensuring clear communication with all stakeholders.
• Coordinate across teams to ensure timely, high-quality delivery aligned with customer and business objectives.
• Oversee the preparation of user documentation, training materials, and customer enablement resources.
• Support customers post-implementation to drive adoption, satisfaction, and long-term success.
• Identify process improvements and contribute to standardizing delivery and integration practices.Report progress, risks, and opportunities to management and provide insights for strategic planning.

Do you have experience in System design?, * A degree, or equivalent qualification/experience in Business, Information Technology, Project Management or a related field.

• Experience in project delivery, customer integrations, or onboarding in a digital or SaaS environment.
• Proven experience managing end-to-end delivery projects (planning, execution, handover) with multiple stakeholders.
• Strong understanding of system design, APIs, data exchange concepts, and the ability to interpret integration specs and data flows.
• Demonstrable customer-facing skills: requirement gathering, workshop facilitation, documentation of business and technical needs.
• Excellent communication skills (written and verbal), able to liaise effectively with non-technical and technical stakeholders.
• Strong organisational and coordination skills: managing multiple projects, risks, dependencies, and deliverables.
• Ability to work cross-functionally (development, product, operations, customer teams) and manage delivery through to go-live and adoption.
• Customer-success mindset: ensuring onboarding, training, and adoption reach successful outcomes and customer satisfaction.
• Proven ability to produce user documentation, training materials, and deliver user-enablement activities.
• Ability to travel if required for key customer engagements or workshops.
• Strong analytical skills and comfort working with dashboards, usage metrics, and customer adoption KPIs.
• Experience defining, implementing, and improving delivery frameworks, templates, and methodologies.
• Multinational/global rollout experience (managing integrations across regions, cultures, and time-zones).

Desirable Skills:

• Project Management certification (e.g., PMP, PRINCE2, Agile/Scrum) or equivalent experience.
• Prior exposure to SaaS products, digital platforms, and recurring service models.
• Experience with SaaS onboarding, customer training, technical documentation, and training delivery.
• Familiarity with cloud environments (e.g., Azure, Power Platform) or enterprise integration environments.Experience in customer success or account management roles (identifying expansion opportunities, adoption metrics).

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