Service Delivery Manager in New York, New York at Retool

ABOUT RETOOLNearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.
Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.
Let's build the future together!
ABOUT THE ROLE:
Retool’s Service Delivery Managers own execution and delivery for a portfolio of high-impact Professional Services engagements. This is a hands-on, embedded delivery role. You will operate as the day-to-day delivery owner - bringing structure, accountability, and clarity across Retool teams, certified partners, and customers.
This role is ideal for a service delivery professional who is comfortable operating autonomously and prefers deep ownership over a limited set of complex projects.
WHAT YOU’LL DO:

• Own end-to-end delivery for a portfolio of high-impact Professional Services engagements
• Maintain a deep understanding of project goals, technical context, and customer environment
• Establish and maintain delivery structure: milestones, ownership, dependencies, and timelines
• Build and maintain project plans with clear ownership, dependencies, and delivery milestones
• Monitor project financial health, including scope, utilization, burn rate, and budget consumption; proactively identify expansion or change-order needs
• Act as Retool’s delivery owner for partner-led engagements, holding partners accountable through governance
• Partner closely with Solutions Architects to set the pace and manage scope
• Lead customer communication with confidence: set expectations, run weekly syncs, and deliver weekly updates
• Surface delivery, technical, or partner risks early and escalate with clear mitigation paths
• Drive a clean project closeout and stakeholder handoff with minimal oversight

THE SKILLSET YOU’LL BRING:

• 5+ years of experience in project, program, or service delivery management within SaaS, Professional Services, consulting, or agency environments
• Proven ability to own complex, customer-facing delivery independently, from kickoff through closeout
• Ability to engage credibly in technical delivery discussions, even without being hands-on in implementation
• Experience managing multiple concurrent projects with senior stakeholders and competing priorities
• Strong judgment in scope control, risk identification, and escalation
• Demonstrated ability to hold external partners or vendors accountable through structured governance
• Exceptional written and verbal communication skills, including executive-ready status reporting
• Comfort operating in ambiguous, fast-moving environments where structure must often be created
• Strong prioritization and time management across multiple concurrent engagements
• (Nice to have) Experience with PSA tools (Rocketlane), enterprise SaaS implementations

For candidates based in the United States, the pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate’s experience and qualifications, and location. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
The base pay range for this role is $143,280 – $208,240 per year.
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.