Service Delivery Manager / Implementation Engineer

At Goodays (formerly Critizr), we help large enterprises manage and improve their customer experience through a powerful, impact-driven SaaS platform.

Trusted by over 150 leading European companies across 25 countries, our platform enables organisations to turn customer feedback into actionable insights and deliver more human, personalised experiences at scale.

As a Service Delivery Manager, you are at the heart of this promise : you turn our clients’ business challenges into concrete, high-performing, and sustainable solutions within our platform.

At the crossroads of functional, technical, and delivery topics, you are responsible for the long-term success of client projects. You are involved both in initial deployment phases and in ongoing evolutions in production.

You work closely with Product, Engineering, Support, and Sales teams to ensure consistent, robust, and high-impact implementations.

Your mission

Lead client deployments and ongoing improvements

You are responsible for the success of projects with our enterprise clients, from initial deployment phases to ongoing evolutions in production.

• Scope, structure, and plan projects (onboarding, extensions in run phase)

• Lead workshops with business and IT stakeholders

• Translate needs into clear and robust functional architecture

• Design and implement solutions within the platform

• Challenge requirements to propose optimal solutions

• Ensure quality, timelines, and delivered value

Lead technical integrations

You are the reference point for integrating the platform into client ecosystems.

• Lead integrations (APIs, SSO, data flows…) with client IT teams

• Write technical specifications and associated documentation

• Support clients in diagnosing and resolving technical issues related to integrations

Contribute to continuous product improvement

In direct contact with clients, you bring structured, field-driven insights to help evolve the platform.

• Identify friction points and recurring needs

• Handle complex production issues in collaboration with Support and technical teams

• Share clear and prioritized feedback with Product teams

Desired Education & Experience

• Higher education degree (engineering school, university or equivalent)

• Proven experience in implementing or deploying SaaS solutions

• Experience in managing technical and integration projects

Core skills

• Ability to structure complex projects and lead deployments for enterprise clients

• Excellent communication skills, with the ability to interact with both business and technical stakeholders (French & English)

• Ability to challenge client needs and propose pragmatic, adapted solutions

• Strong analytical mindset and ability to investigate technical issues

Technical skills

• Good understanding of web architectures and information systems

• Strong experience with integrations: REST APIs, SSO (SAML), SFTP, data flows

• Ability to design both functional and technical architectures

• Experience writing clear, actionable technical specifications

Other requirements

• Clear communication skills and ability to simplify complex technical concepts, both in French and English.

• Strong rigour and organisational skills, with a structured and methodical approach to delivery and documentation.

• Proactivity and anticipation, with the ability to identify risks and propose solutions.

• Strong collaboration mindset, working smoothly with Customer Success, Support, Product, and Sales teams.

• Empathy and active listening, with the ability to adapt communication to different stakeholders.

• Resilience and the ability to maintain constructive dialogue in complex situations.

• Service-oriented mindset, acting as a trusted partner focused on delivering maximum client value.

• Curiosity for CX and a consultative approach to problem-solving.

Reporting Line

In this role, you will report directly to the Head of Professional Service.

What Goodays offers you

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth.

• A diverse, talented, and supportive international team, with strong opportunities for learning and knowledge sharing.

• A stimulating and collaborative work environment with significant opportunities for professional growth and development.

• An international context with exposure to large European clients.

• An attractive compensation package including pension, health, and life insurance.

• An open and inclusive work environment with flexible working arrangements and parent-friendly options.