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For Companies At a Glance
- Tasks: Lead a team to deliver AI solutions and optimise customer experiences.
- Company: Join Zendesk, a leader in AI-driven customer service innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by shaping the future of AI in customer service.
- Qualifications: 7+ years in Professional Services with strong leadership and technical skills.
- Other info: Dynamic role with a focus on team development and cross-functional collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. Our Professional Services team is revolutionizing how we help our customers implement and adopt AI by building an AI Delivery team and methodology. As the Manager, you will be leading a team of consultants who deliver quick time to value while guiding their customers through technical configuration and optimization. This role blends deep product expertise with people leadership: you’ll be both the product authority for your team and the coach who develops their skills to deliver at scale.
Mission
You will manage and grow a high-performing team (6–10 direct reports) that consistently delivers fast, measurable customer outcomes on Zendesk AI. You will set clear strategy, standards, and operating rhythm for AI delivery, ensuring the right people are staffed to the right work, projects are tightly scoped and executed predictably, and risks/blockers are escalated and removed quickly. You will align with Sales, Customer Success, and Product on customer roadmaps and success metrics. You will be responsible for continuous improvement in methodology, enablement, and quality so we increase adoption, customer satisfaction, retention, and expansion at scale.
Ways of working:
Strategic alignment is key from day one. We have a hybrid approach to working with 2-day in-office presence but during your first 90 days we would expect 3-4 days a week to ensure you are deeply embedded in the business and can drive outcomes immediately.
Overarching Objective For The Role:
- Scale a high-performing AI Delivery organization: Hire, onboard, coach, and retain AI Services Consultants; build clear roles, capacity planning, and career development.
- Deliver predictable, measurable customer outcomes and time to value: Ensure projects are staffed and executed on time and within scope with clear success metrics tied to business impact. Proactively manage risks, technical blockers, and stakeholder alignment to keep implementations moving and value realized through scale.
- Drive cross-functional alignment and a repeatable AI delivery motion: Partner with Sales, Customer Success, and Product to align on customer AI roadmaps, handoffs, and expansion paths. Use customer insights and delivery data to improve packaging, playbooks, and forecasting—supporting retention and growth.
How You’ll Make an Impact
Strategic Responsibilities
- Build and scale the AI Delivery operating model: Define and evolve the delivery methodology, standards, templates, and governance to ensure consistent quality and repeatability across customers and consultants.
- Own capacity, prioritization, and staffing strategy: Forecast demand, balance utilization vs. customer outcomes, assign the right consultants to the right work, and proactively manage escalations and tradeoffs to protect time-to-value and margin.
- Drive outcome-based execution and accountability: Ensure your team delivers high quality solutions, delivery meets timelines, scope, and measurable business impact based on the AI Success Roadmap.
- Lead cross-functional alignment for a unified AI go-to-customer motion: Partner with Sales, Customer Success, and Product on handoffs, customer AI roadmaps, risk management, and expansion plays, creating shared accountability for retention and growth.
- Develop team capability and product authority at scale: Coach and enable a team of 6–10 consultants through skills development, knowledge management, and technical/product readiness; create feedback loops from the field to improve product, tooling, and enablement.
What You’ll Need to Succeed
Strategic Skills & Expertise
- People leadership & team scaling: Proven ability to hire, onboard, coach, and retain consultants; set clear expectations, drive performance, and build career paths and progression frameworks.
- Technical and product authority in AI implementations: Strong fluency in AI-enabled customer service workflows, integrations, data readiness, and configuration best practices—able to guide solution design decisions and unblock complex escalations.
- Operational delivery: Define and run team playbooks, KPIs, and SLAs; own tooling or dashboards that provide a single source of truth for delivery and risk.
- Delivery management excellence: Expertise in running multi-workstream delivery with strong scoping, resourcing, risk management, change control, and executive stakeholder communication to ensure predictable outcomes.
- Outcome-based consulting & value realization: Skilled at translating customer goals and roadmaps into technical solutions, defining scope and timelines, and delivering quality implementations.
- Cross-functional influence & GTM alignment: Ability to align Sales, CS, Product, and Services on customer roadmaps, handoffs, and expansion motions; leverage delivery insights to improve packaging, forecasting, and product feedback loops.
Qualifications
7+ years in Professional Services / Technical
Manager, AI Services Consulting in London employer: Zendesk, Inc.
Contact Detail:
Zendesk, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, AI Services Consulting in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their AI services and think about how your experience aligns with their goals. This will help you stand out and show you're genuinely interested in the role.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Manager, AI Services Consulting in London
Some tips for your application 🫡
Show Your Passion for AI: When you're writing your application, let your enthusiasm for AI and customer experience shine through. We want to see how you can contribute to our mission of leading AI-driven innovation!
Tailor Your Experience: Make sure to highlight your relevant experience in managing teams and delivering AI solutions. We love seeing how your background aligns with the role, so don’t hold back on those achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to understand and directly related to what we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with StudySmarter!
How to prepare for a job interview at Zendesk, Inc.
✨Know Your AI Inside Out
Make sure you brush up on your knowledge of AI implementations, especially in customer service workflows. Be ready to discuss specific examples of how you've successfully managed AI projects and the impact they had on customer outcomes.
✨Showcase Your Leadership Skills
Prepare to talk about your experience in hiring, coaching, and developing teams. Think of concrete examples where you've built a high-performing team and how you’ve set clear expectations and driven performance.
✨Understand the Business Impact
Be ready to explain how you translate customer goals into technical solutions. Highlight your ability to define scope, timelines, and measurable outcomes that align with business objectives.
✨Cross-Functional Collaboration is Key
Demonstrate your understanding of how to work effectively with Sales, Customer Success, and Product teams. Prepare examples of how you've aligned different departments to achieve common goals and drive customer satisfaction.