Manager - Technical Services & Delivery

Job Description

About the Company
On a mission to give people limitless access to the vast world of Entertainment, Cineverse's advanced, proprietary technology drives the distribution of over 70,000 premium films, series, and podcasts.
From providing a complete streaming solution to some of the world's most recognizable brands, to super-serving our network of fan channels – from direct ad sales partnerships to premium global content – we offer more of the stories that move us, and technology that moves us forward. Industry leaders with a history of innovation, Cineverse is powering the future of Entertainment.
Job Title: Manager - Technical Services & Delivery
Overview:
The Manager - Technical Services & Delivery will lead all technical implementation, configuration, and delivery operations for Matchpoint customers. This role is responsible for ensuring high‑quality onboarding, workflow setup, integrations, and post‑launch technical support. This role will work closely with teams in the US, including the Head of Client Success & Account Management and reporting to the SVP of Corporate Systems, to translate customer requirements into scalable, reliable technical execution. This role is ideal for a hands‑on technical leader who takes ownership over outcomes that thrives in a fast‑moving SaaS environment and enjoys building scalable systems and teams.

Key Responsibilities
• Own end‑to‑end technical execution for Matchpoint customer onboarding, workflow configuration, and solution delivery.
• Ensure all implementations meet quality standards, technical requirements, and customer expectations.
• Maintain delivery timelines, SLAs, and cross‑regional communication with US stakeholders.
• Lead solution scoping, technical discovery, and configuration planning for new customers.
• Build repeatable implementation frameworks, templates, and best practices.
• Ensure smooth handoff from sales to implementation to ongoing support and operations.
• Provide Tier 2 technical support for escalations, complex issues, and post‑launch troubleshooting.
• Collaborate with Operations, Product and Engineering to resolve bugs, platform issues, and integration challenges.
• Drive and maintain workflow documentation, SOP creation, and continuous improvement initiatives.
• Identify opportunities to streamline onboarding, reduce manual work, and improve delivery efficiency.
• Implement tools, dashboards, and reporting frameworks to track delivery performance and SLA adherence.
• Build, manage, and mentor an India‑based Professional Services & Delivery team.
• Establish team KPIs, delivery standards, and quality benchmarks.
• Foster a culture of accountability, technical excellence, and customer‑centricity.
• Partner with global leadership to align team structure and day-to-day responsibilities with company growth and broader business objectives.
• Work closely with Operations, Product, and Engineering to ensure cohesive customer execution.
• Provide structured feedback to Operations, Product and Engineering on platform gaps, customer needs, and workflow improvements.
• Support pre‑sales technical conversations when needed, including feasibility assessments and solution design.
• Applies systems thinking to understand cross-functional and downstream impacts.
Essential Qualifications/Competencies
• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field.
• 7+ years of experience in technical delivery, professional services, or implementation roles within SaaS, media tech, or enterprise software.
• Experience leading technical or delivery teams required.
• Strong understanding of APIs, integrations, workflow automation, and cloud‑based platforms.
• Experience with digital media workflows, content delivery, or streaming technology is a strong plus.
• Proven ability to manage complex technical projects with multiple stakeholders and tight timelines.
• Excellent problem‑solving skills with a hands‑on and analytical approach to technical troubleshooting.
• Demonstrates strong critical thinking and the ability to evaluate issues from multiple perspectives.
• Exercises independent judgment and makes recommendations supported by thoughtful analysis.
• Strong communication skills and comfort working with global, cross‑functional teams.
• Ability to thrive in a fast‑paced, scaling environment.

Jobcode: Reference SBJ-867p6m-216-73-216-42-42 in your application.