Manager - Technical Services & Delivery

Manager - Technical Services & Delivery

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.

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 U.S. 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.