About the Company
Jetbro is a Digital Transformation and systems integration firm that builds reliable, scalable digital systems for organizations where technology is central to everyday operations. We specialize in infrastructure-led digital transformation, custom product development, systems integration, and strategic technology consulting.
We believe in building systems that work quietly, reliably, and under pressure. Our philosophy is simple: function over flash.
This role is part of Jetbro's engagement with Safal, where we are rebuilding and evolving their core product platform. The Delivery Manager will work closely with engineering teams and Safal's business and product stakeholders to drive structured product development and delivery.
About the Role
We are looking for a Delivery Manager with 3+ years of experience who can combine strong
client management with technical understanding of how SaaS products are built and delivered.
This role is responsible for leading the implementation and delivery of Safal's procurement
SaaS platform to enterprise clients. You will own the entire client engagement from post-sale
through go-live and into the initial adoption phase, ensuring that clients receive the product they
contracted for and achieve the outcomes they expect.
You will not just manage timelines. You will be responsible for translating client needs into
actionable implementation plans, coordinating across engineering teams and internal
stakeholders, managing scope and expectations, driving adoption across client teams, and
ensuring that every client engagement results in a successful deployment and satisfied
customer.
This role requires someone who is comfortable working with C-suite executives, IT teams, and
procurement teams; who can understand technical constraints and possibilities; and who
can navigate the gap between what was promised on paper and what is actually possible to
deliver.
Key Responsibilities
- Lead end-to-end implementation engagements from post-sale discovery through go-live and
initial adoption, typically spanning weeks to months across distinct phases (discovery,
configuration, testing, training, deployment, adoption support) - Conduct discovery sessions with client stakeholders (procurement managers, IT teams, Csuite
executives) to understand their business processes, technical environment, compliance
requirements, and success criteria - Translate client requirements into detailed implementation plans, configuration specifications,
and technical requirements that bridge client expectations with product capabilities - Manage scope proactively by identifying gaps between client expectations and product
capabilities early, presenting options to clients, and escalating trade-off decisions to the Chief
Sales Officer when necessary - Coordinate implementation work across Jetbro's engineering teams, Safal's internal teams,
and client technical teams, ensuring alignment on requirements, timelines, and dependencies
- Serve as the primary point of contact for clients throughout the engagement, maintaining clear
communication on progress, blockers, and any changes to scope or timeline
- Configure and customise the Safal product to meet client requirements, working with
engineering teams to understand what is possible and what requires custom development - Lead user training and adoption initiatives to ensure client teams understand how to use the
product effectively and achieve their intended outcomes
- Create and maintain implementation documentation including project plans, configuration
guides, training materials, go-live checklists, and post-launch reports
- Monitor adoption metrics (feature utilisation, user engagement, NPS scores) post-launch and
work with clients to drive continued adoption and value realisation
- Identify and resolve implementation blockers by coordinating across internal teams, escalating
when necessary, and proposing solutions that balance client needs with technical feasibility
- Manage client relationships proactively, building trust through transparency, responsiveness,
and a focus on delivering value
- Ensure successful handoff to Safal's support team post-launch, providing comprehensive
documentation and knowledge transfer so clients continue to receive excellent support.
Requirements
Mandatory Requirements
- 3+ years of experience in implementation, delivery, or customer success roles in B2B SaaS (or
similar customer-facing delivery roles)
- Proven ability to manage complex, multi-stakeholder client engagements involving technical
and non-technical stakeholders
- Strong understanding of how SaaS products are built, deployed, and adopted (you don't need
to be an engineer, but you need to understand technical feasibility, APIs, integrations, and
system architecture at a conceptual level)
- Excellent communication skills—ability to explain technical concepts to non-technical
stakeholders and business concepts to technical teams
- Experience managing scope, timelines, and expectations in client engagements
- Ability to identify and resolve blockers by coordinating across multiple teams and escalating
appropriately
- Strong organisational skills and ability to manage multiple workstreams simultaneously
- Experience with project management tools (Jira, Linear, Asana, or similar)
- Ability to work effectively with shared resources and coordinate across teams that support
multiple clients
- Strong sense of ownership over client outcomes and delivery success
- Ability to drive adoption and engagement across client organisations
- Excellent documentation skills and ability to create clear implementation plans, configuration guides, and training materials.
Good to Have
- Experience with procurement, supply chain, or enterprise resource planning (ERP) systems
- Familiarity with B2B SaaS implementation methodologies or frameworks
- Experience coordinating across multiple time zones or distributed teams
- Background in implementation consulting or customer success at a SaaS company
- Experience with API integrations or understanding of how systems integrate
- Exposure to compliance or security requirements in enterprise software deployments
- Experience with post-sale customer engagement and driving contract renewals
Things We Care About
- Client success over process compliance – We measure success by whether clients achieve their outcomes and renew their contracts, not by whether we followed a process perfectly
- Delivery ownership over passive coordination – You take accountability for outcomes, not just for passing messages between teams
- Problem solving over escalation dependency – You identify solutions and work across teams to implement them, escalating only when necessary
- Technical curiosity over domain gatekeeping – You ask questions, learn how the product works, and understand technical constraints so you can make better decisions
- Transparency over optimism bias – You communicate blockers and risks early, even when it's uncomfortable, so we can address them together
- Structured documentation over verbal discussions – You create clear implementation plans, configuration guides, and handoff documentation so knowledge doesn't live only in your head
- Team enablement over heroics – You build capability in client teams and in Jetbro's implementation teams so engagements scale and improve over time.
If this is You, This Role is for You!You are someone who thrives in ambiguity and complexity. You are comfortable working with Csuite
executives one moment and debugging a technical integration the next. You have strong
client instincts and you can read a room, understand what clients really need (even when they
don't say it explicitly), and build trust quickly.
You are a problem solver who doesn't accept that's not possible without understanding why.
You ask good questions, you listen more than you talk, and you take ownership of outcomes.
You are organised and detail-oriented, but you don't get lost in process and you focus on what
actually matters for client success.
You have experience managing complex implementations or customer engagements, and you
understand the gap between what is promised in sales and what is actually possible to deliver.
You know how to navigate that gap with honesty and creativity, and you know when to escalate
vs. when to solve it yourself.
You are excited about working in a fast-growing SaaS company where you will directly impact
customer outcomes and where your work will shape how clients succeed with Safal's platform.
Benefits
What we Offer
- A chance to work on a greenfield project and influence architectural decisions.
- Competitive salary and benefits.
- Flexible work environment (remote or hybrid options available).
- Career growth opportunities in a fast-growing SaaS company.
- A collaborative and innovative team culture.
