As the Delivery Manager at the company, you will be pivotal in ensuring that enterprise clients successfully adopt our AI-native platform for customer experience intelligence. This role involves managing complex deployments that require strategic oversight and execution across various stakeholders to ensure clients achieve their desired outcomes.
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What You Will Do
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Lead delivery end-to-end.
- Execute the PMO strategy across customer onboarding, implementation, migration, and ongoing managed services - translating strategic direction into reliable, repeatable delivery.
- Ensure every project is delivered within scope, on time, and within budget - and that CSAT and NPS reflect it.
- Serve as the executive escalation point when projects hit risk. You do not wait to be told - you see it coming.
- Develop, enforce, and continuously improve standardized delivery methodologies (Agile, Waterfall, or Hybrid depending on the engagement).
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Own the commercial side of services.
- Own the deal economics for managed services - project profitability, gross margins, and commercial accountability for the delivery function.
- Forecast team capacity, manage utilization, and optimize staffing across implementation specialists, project managers, analysts, and designers to match pipeline demand.
- Work with Sales to scope SOWs accurately. Overpromising at the deal stage is a delivery problem - you have a say in preventing it.
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Build and develop the team.
- Lead a team of Project Managers, Implementation Specialists, and Programme Managers.
- Mentor the team on advanced client management, negotiation, risk mitigation, and how to balance client customization requests against platform scalability.
- Build a culture of product stewardship - the team should be the company’s strongest advocates for what the platform does well, not just executors of client requests.
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Be the bridge between clients and the business.
- Manage expectations on custom development by bridging communication between clients and Engineering and Product teams - clearly, without overpromising.
- Report project health, velocity, and risk to executive leadership in a way that enables fast decisions.
- Partner with clients on internal capability building - recruitment of client-side resources, upskilling programmes, and adoption ramp plans that increase their self-sufficiency over time.
- Drive continuous improvement. Every delivery cycle should produce lessons that shorten the next one.
Requirements
- 7–10+ years of professional experience, with at least 3–5 years leading project or delivery teams inside a SaaS environment.
- Experience in managing complex, multi-stakeholder enterprise implementations.
- Strong communication skills to effectively convey risks and maintain client relationships.
- Knowledge of the commercial side of services, including margin, utilization rates, and SOW scope.
- Experience with SaaS architecture, APIs, and cloud-based implementations.
- PMP, PRINCE2, or Agile/Scrum certification is preferred.
- Comfortable in a fast-scaling environment where processes are being developed.
Culturally, you are:
- Structured but adaptable.
- Client-obsessed but commercially grounded.
- A builder, not just a manager.
- Calm under pressure - and you set that tone for your team.
