Practice Manager

Practice Manager

The Practice Manager is a senior services leader responsible for the health, growth, and delivery excellence of a defined Professional Services practice (region, segment, or domain). Practice Managers sit at the intersection of strategy, sales, and delivery operations, owning PS revenue performance, delivery quality, and capacity planning for their portfolio.

They engage across the full customer lifecycle to align business outcomes, shape services strategy, and ensure engagements are staffed, governed, and executed in line with Confluent's delivery standards. Practice Managers mentor and develop Engagement Managers and technical delivery teams, and work closely with partners to scale services in their theater.

Key Responsibilities

• Own PS revenue and margin performance for the assigned practice, including commit and best-case forecasts by theater/segment.
• Maintain a clear view of pipeline, bookings, utilization, and backlog, partnering with Sales, CS, and Finance to ensure targets are met.
• Review and approve SOWs, estimates, and delivery models to ensure they are deliverable, profitable, and aligned to practice capabilities.
• Participate in or lead opportunity reviews to validate scope, assumptions, and staffing plans for higher-risk or higher-value deals.

• Provide oversight across active engagements, ensuring status, stage, and risk in FinancialForce and other systems are accurate and up to date.
• Engage directly when projects are yellow/red or "stalled," partnering with EMs and Account Teams to re-engage customers or reshape delivery plans.
• Ensure adherence to core delivery processes, including daily updates, status reporting, change control, and project governance standards.
• Drive standardization of artifacts and processes (project templates, governance models, handoff documents) across the practice.

• Provide delivery and leadership mentorship, helping EMs and consultants develop in areas such as stakeholder management, commercial acumen, and escalation handling.
• Partner with PS Leadership and Talent/Recruiting to hire, onboard, and retain top delivery talent in the region.
• Foster a culture of accountability, collaboration, and continuous improvement, aligned to Confluent values.

• Operate as a key partner to Sales and CS in strategic accounts, aligning PS plans with customer outcomes and adoption roadmaps.
• Support account planning and deal strategy, including positioning the right mix of PS roles, co-delivery models, and partner involvement.
• Collaborate with delivery partners to scale capacity, maintain quality, and ensure partner-delivered work meets Confluent standards.
• Participate in deal desk and exception processes for extensions, exchanges, and change orders, representing PS interests and delivery feasibility.

• Shape and communicate the practice strategy (offerings, skills, GTM focus) for the assigned region or domain.
• Contribute to or lead the creation of new or refined offerings, role-based scoping guidelines, and delivery playbooks.
• Capture and share success stories, reusable artifacts, and best practices, driving consistency and efficiency across the practice.
• Represent the practice in cross-functional forums (PS&E Transformation, Delivery Excellence, Partner strategy) and help roll out new processes and tools.