Technical Service, Implementation & Delivery Manager

Overview

The Technical Service, Implementation, & Delivery Manager is a people leader responsible for owning the end-to-end customer experience across onboarding, implementation, support, and ongoing service delivery. This role sits at the intersection of technical execution, customer success, and operational excellence, ensuring that customers realize fast, measurable value from Dispel while teams operate with clarity, empathy, and accountability.

This leader is hands-on, humble, and outcome-oriented — equally comfortable setting strategy, coaching entry-level through staff-level ICs, and stepping into live customer situations when needed.

What You'll Own

End-to-end customer outcomes across implementation, support, and ongoing delivery
A team of 8-10 customer-facing technical specialists
Service quality, escalation management, and operational consistency
Partner with Product and Engineering on complex bugs or architectural concerns
Owns customer experience from implementation through steady-state delivery
Leads and develops a high-performing, customer-facing technical teams
Acts as a senior operational and customer advocate within Dispel

Key Responsibilities

Team Leadership & Development

Hire, coach, and retain high-performing technical customer teams
Set clear expectations, career paths, and performance goals
Foster a culture of ownership, psychological safety, and continuous improvement
Be present in the NYC office the majority of the week for hands-on leadership

Execution & Operations

Balance team capacity across onboarding, support, and delivery
Remove blockers, reprioritize as needed, and lead from the front during crunch time
Define and track KPIs across service delivery and customer health
Run operational cadences (standups, planning, retros, reviews)

Customer Engagement & Escalations

Serve as a senior escalation point for complex or high-impact issues
Join customer calls as a trusted technical advisor
Lead structured troubleshooting and incident response
Ensure clear, empathetic, outcome-driven communication

Implementation & Product Partnership

Co-own onboarding and implementation with Account Management
Drive fast time-to-value and consistent product ramp experiences
Partner with Product and Engineering on deployability, usability, and feedback
Translate customer insights into actionable product input

Account & Growth Support

Support renewals and expansions with technical context
Identify account risks and growth opportunities
Ensure smooth handoffs across Sales, Implementation, and Support

Why Dispel

This role offers the opportunity to directly shape Dispel's revenue durability, customer relationships, and future account expansion organization. It is a highly visible leadership position with direct impact on board-level metrics and long-term company value.

Dispel is a fast-growing company built around ownership, accountability, and customer trust.

This is a highly visible leadership role with direct impact on retention, expansion, and long-term company value. You'll help shape how Dispel delivers for customers as we scale—while building teams grounded in trust, accountability, and technical excellence.

Requirements

Qualifications

4+ years managing technical or customer-facing teams in SaaS, cybersecurity, or services
Strong technical background (networks, Ubuntu, Windows)
Proven customer-facing experience
Hands-on, humble, and ownership-driven leadership style
Comfortable operating in ambiguity and high-growth environments
Excellent written and verbal communication skills

Preferred

6+ years in Customer Success, Support, or Implementation
Experience scaling teams or processes
Cross-functional experience with Product, Engineering, and Account Management

Benefits

Compensation & Benefits

$130-$140k base (NYC)
Full medical, vision, dental insurance
401K match
PTO
Annual Bonus aligned to personal and company performance
Equity eligibility
Strong leadership support and growth opportunities

Dispel

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