Job Description

The Delivery Manager is accountable for the successful delivery, implementation, onboarding, enablement, and adoption of MCP programs, capabilities, and solutions. Serving as the primary post-agreement relationship owner, this role ensures customers achieve their desired business outcomes through high-quality delivery, efficient execution, and measurable value realization.

The Delivery Manager assumes ownership following the successful agreement process with Regional Market and Growth teams and leads the end-to-end delivery lifecycle-from implementation planning through onboarding, training, adoption, stabilization, and ongoing program success. This role serves as the trusted advisor to partner organizations, balancing customer experience, operational excellence, and business objectives to maximize customer satisfaction, retention, and time-to-value.

Working across cross-functional teams, the Delivery Manager develops and executes implementation strategies, coordinates technical and operational resources, manages project scope, timelines, risks, and dependencies, and ensures delivery milestones are achieved with quality and efficiency. The role drives stakeholder alignment, facilitates effective change management, and promotes adoption by ensuring users are equipped with the knowledge, tools, and support needed for long-term success.

The Delivery Manager continually evaluates delivery processes, customer feedback, and performance metrics to identify opportunities for improvement, standardization, and innovation. Through strong collaboration with Market & Growth, Training & Education, Product, Technical, Data, Marketing, Legal, and other internal teams, the Delivery Manager helps evolve delivery methodologies, improve operational effectiveness, and enhance the customer experience.

Success in this role is measured by customer satisfaction, implementation quality, adoption and utilization, achievement of customer outcomes, operational efficiency, and the timely realization of value from MCP solutions.

Key Accountabilities

• Own the end-to-end delivery lifecycle following agreement/contract execution through implementation, onboarding, enablement, adoption, and transition to ongoing customer success.
• Serve as the primary point of contact for customers throughout delivery, building trusted relationships with executive sponsors, operational leaders, and project stakeholders.
• Lead implementation planning, project governance, and delivery execution for capabilities, services, and programs of varying complexity.
• Coordinate cross-functional teams to ensure timely, high-quality delivery while managing scope, risks, dependencies, and resource requirements.
• Drive customer readiness through onboarding, training, enablement, communication, and change management activities that support successful adoption.
• Monitor delivery health, customer satisfaction, adoption metrics, and business outcomes to ensure customers realize expected value.
• Identify and resolve delivery risks and issues while proactively communicating status, decisions, and recommendations to stakeholders.
• Continuously improve delivery methodologies, implementation standards, playbooks, templates, and best practices to increase consistency, scalability, and operational excellence.
• Provide leadership with delivery performance metrics, customer insights, lessons learned, and recommendations to improve programs, customer experience and organizational effectiveness.
• Partner closely with Market & Growth, Product, Technical, Training & Education, Marketing, Legal, Data, and Operations to deliver a seamless customer experience.

Qualifications

Bachelor's degree required in business, healthcare, finance or other related professional degree and 6 or more years of business management experience with responsibilities for small/medium project management activities is required.

Demonstrated institutional knowledge and experience leading with influence in support of orchestrating autonomous teams. Possesses good decision-making and judgment capabilities.

Incumbent must be comfortable with ambiguity and be able to inspire trust and confidence and communicate effectively with internal and external audiences. Must be proficient in use of various change management tools and processes. Demonstrated leadership skills, including team building, conflict resolution, and creative problem solving. May need to manage multiple projects concurrently.

Master's degree preferred

Possesses strong broad-based knowledge of project management methodologies, standards, and tools. Ability to work in complex environment with multi-dimensional points of view.