Technical Delivery Manager

Zycus is looking for Technical Delivery Manager (S2P SAAS). This role exists because the work doesn't split cleanly along org-chart lines. You are the single accountable owner for a portfolio of strategic Source-to-Pay accounts across the full delivery lifecycle-not just after go-live, and not just during implementation. In one week you might run a severity-1 bridge on Monday, lead a functional design workshop on Wednesday, and be hands-on in the platform validating a data load on Friday. That range is the point. Most organizations hand a customer off between an implementation consultant, a configuration analyst, and a post-go-live account manager-and value leaks at every handoff. This role removes the handoffs. You carry the relationship, the solution design, and the configuration in one continuous thread, which means faster resolution, fewer dropped requirements, and a customer who deals with one person who actually knows their environment. You'll operate in U.
S. business hours with a hybrid workload: roughly 30% technical account ownership and escalation management, 30% functional consulting and solution design, 20% hands-on analyst-level configuration and delivery execution, and 20% Agentic AI products adoption lead
- the mix shifts week to week with portfolio need, not on a fixed schedule. Why This Role Is Different A pure TAM manages relationships and escalations but hands off configuration work. A pure Consultant designs solutions but hands off day-to-day account health. A pure Analyst configures but rarely owns the customer relationship or the design decisions. This role does all three for the same set of accounts-end to end, without a handoff, from workshop to configuration to go-live to steady-state support. What You Will Own Technical Account Ownership & Escalation Management (~30% of role) Serve as the named point of contact for a portfolio of accounts, maintaining current knowledge of each customer's configuration, integrations, and business-critical processing windows. Own case lifecycle end to end-intake, triage, classification, ownership assignment, and verified closure-and drive complex or cross-team cases to resolution. Manage escalations to closure: understand why they were raised, set objective exit criteria, and hold the extended team to them. Lead or facilitate Root Cause Analysis for qualifying incidents, with corrective and preventive actions owned, dated, and tracked. Run a cadence of operational syncs, service reviews, and business reviews anchored on account health data-case volume, SLA trend, adoption, open risk. Maintain a Technical Success Plan and risk register per account, and own release readiness-impact assessment, upgrade sequencing, and hypercare. Functional Consulting & Solution Design (~30% of role) Lead functional design workshops and process walkthroughs, translating business requirements into system configurations across S2C / P2P / S2P modules. Prepare client-facing deliverables-design documents, test cases, and data templates-that hold up to customer and internal scrutiny. Support user acceptance testing and drive issue resolution through to sign-off. Act as a trusted advisor on functional best practices, and align with Product, integration, and technical teams on solution approach and release management. Ensure the account's solution approach is actually driving go-live value and product adoption, not just technical completion. Configuration & Delivery Execution (~20% of role) Configure platform modules hands-on against the agreed design-this role stays close to the system, not just the spec. Prepare and validate data loads, configuration settings, and test scenarios; execute system tests and track defects to closure. Document current-state processes and client requirements accurately enough for another team member to pick up the thread. Coordinate internal follow-ups needed to conclude configuration or testing work without letting items stall. Zycus Agentic AI Products Adoption Lead (~20% of role) Serve as the customer-facing champion for Zycus' Agentic AI Products (e.g., Merlin Intake, Autonomous Negotiation Agents, Merlin Agentic Sourcing) across your account portfolio
- driving awareness, activation, and sustained usage, not just a one-time demo. Identify and prioritize Zycus Agentic AI Products use cases specific to each account's S2P processes and translate them into a customer-specific adoption roadmap alongside the account's broader Technical Success Plan. Run enablement sessions and office hours with customer stakeholders
- from end users to executive sponsors
- on the value, mechanics, and guardrails of Zycus' Agentic AI Products, addressing trust, governance, and change-management concerns directly. Track Zycus Agentic AI Products adoption metrics (activation rate, autonomous task completion, time/cost saved) per account and report them in business reviews alongside case volume and SLA trend. Partner with Product and AI teams to pilot new Agentic AI Products and features with strategic accounts, capture structured feedback, and feed it back into the roadmap. Act as the go-to point of expertise on Zycus Agentic AI Products adoption for CSMs in your region or segment, sharing playbooks and lessons learned from your own accounts. Core Competencies Customer-Centric Judgment: Enterprise stakeholders trust the judgment, and commitments get delivered-including the courage to surface bad news early. Range & Context-Switching: Comfortable moving between a severity-1 bridge, a design workshop, and hands-on configuration in the same week without losing quality in any of them. S2P Domain Knowledge: Working command of S2P / P2P / S2C processes-sourcing, contracts, supplier management, requisition to invoice-and the ERP touchpoints on either side. Platform Configuration: Hands-on platform configuration ability, not just design authority-can build what's been specified. Documentation & Case Discipline: Triages accurately, separates symptom from cause, and produces design docs, UAT scripts, and RCAs that read as quality work. Communication & Influence: Simplifies technical complexity for business audiences and moves cross-functional teams without formal authority. Agentic AI Products Advocacy: Genuine enthusiasm for Zycus' Agentic AI Products and the ability to translate their value into terms a skeptical or risk-averse enterprise stakeholder will act on. Experience & Qualifications Required 5–9+ years spanning consulting, implementation, or technical account management / support roles for enterprise SaaS. Solid understanding of S2P / P2P / S2C processes or comparable ERP-adjacent workflows. Demonstrated ownership of complex, multi-team escalations or implementation workstreams through to closure. Hands-on platform configuration experience-comfortable being the person who actually builds the solution, not only the person who designs it. Strong Word, Excel, PowerPoint, flowcharting, and data-transformation skills. U.
S. citizenship, including naturalized citizens (see Eligibility & Work Authorization below). Ideal Experience with Coupa, Ariba, Ivalua, or Zycus. Working proficiency with Salesforce Service Cloud, Jira, or comparable support and delivery platforms. Prior experience managing large or global enterprise accounts through both implementation and steady-state support. Prior experience driving adoption of a new product capability or feature within an existing customer base. Nice to Have Exposure to integration tools and APIs. Participation in at least 4 full-cycle SaaS implementations. Exposure to AI-assisted support or delivery tooling. Familiarity with Zycus' Agentic AI Products or comparable agentic AI concepts (autonomous agents, copilots, guardrails/governance for AI-driven workflows etc.) What You Will Gain Ownership of the full account lifecycle-a rare vantage point that spans solution design, hands-on delivery, and long-term relationship ownership. Trusted-advisor standing with clients across industries, built on continuity rather than a single hand-off engagement. Direct exposure to product, engineering, and executive stakeholders through both delivery and support channels. A defined path toward Senior TAM, Solution Architect, Project Manager, or Strategic Services leadership. Skill development across the full toolchain-case management, functional design, and platform configuration-rather than specialization in just one. Early, hands-on ownership of Zycus' Agentic AI Products adoption motion-direct visibility with Product and AI leadership as the company's agentic capabilities scale across the customer base Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation. At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights. Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value. With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.