Delivery Manager

Job Title : Delivery Manager

Employment Type: Full Time

Required Experience (Years)-5-8 Years

Shift Timings- 2:00 PM - 11:00 PM ((Flexible & extended support based on project needs)

The Delivery Manager is responsible for end-to-end client delivery outcomes, operational stability, and account growth within assigned accounts. This role operationalizes the 3M Strategy (Manage, Monitor, Mine), ensures adherence to the Tiered Operating Model, and acts as the primary day-to-day delivery contact for clients. The Delivery Manager collaborates as a peer with global counterparts, drives client satisfaction, and proactively identifies risks and expansion opportunities.

Key Responsibilities

1. Delivery Execution (MANAGE)

• Own delivery commitments, including SLA tracking and quality assurance, for assigned accounts.
• Lead Agile sprint planning, execution, and demos in coordination with COEs, Solution Architects, and QA teams.
• Ensure hypercare stability (24 weeks post go-live) and transition to managed services.
• Manage resource allocation (onshore, nearshore, offshore) based on complexity and cost efficiency.
• Host weekly client delivery status meetings and internal syncs.
• Own major incident resolution, recovery planning, and corrective actions.
• Identify and implement process improvements to improve delivery efficiency and predictability.

2. Risk & Opportunity Monitoring (MONITOR)

• Continuously monitor client leadership changes, operational shifts, and market dynamics.
• Flag risks early using the Account Health Dashboard (Green/Yellow/Red) .
• Escalate delivery disputes or commercial risks to Delivery Director when thresholds are breached.
• Conduct continuous risk management and quality assurance checks.

3. Account Growth Support (MINE)

• Partner with Account Executive (AE) and Client Success Team to identify upsell/cross-sell opportunities.
• Participate in Quarterly Business Reviews (QBRs) for key or at-risk accounts.
• Provide delivery health summaries and expansion recommendations to AEs.

4. Governance & Reporting

• Produce weekly status reports rolled up to Delivery Director.
• Use PMO tools, playbooks, and dashboards per organizational standards.
• Co-run internal kickoffs with AE within 5 business days of contract signing.
• Lead external client kickoffs within 1 business day of tier/PM assignment.

Success Metrics (KPIs)

• Client satisfaction (CSAT / NPS) for assigned accounts
• Operational stability (missed SLAs < 5%, zero critical incidents without hypercare plan)
• Early risk identification (minimum 2 weeks before client escalation)
• Contribution to account growth (% of identified opportunities converted)
• Adherence to Tiered Model rules (no unauthorized dedicated PM for Tier 2/3)
• Weekly reporting compliance (100% on time)

If interested, please share your resume on shivam.gaurav@programmers.ai