Job Description:

The Manager, Client Delivery leads a team responsible for delivery execution across assigned clients, aligned delivery portfolios, and strategic delivery initiatives, including upgrades, purchased solutions, ancillary initiatives, and other client delivery activities. This role translates delivery strategy, governance, and standards into team execution by managing workload, resource alignment, delivery performance, delivery portfolio health, escalations, and process adherence. The Manager supports predictable, high-quality, and contractually aligned delivery outcomes that contribute to client delivery value, delivery-related satisfaction, and business performance.

• Lead and manage Client Delivery team members responsible for delivery execution across assigned clients, aligned delivery portfolios, and strategic delivery initiatives.
• Ensure team delivery execution supports contractual commitments, delivery quality, client delivery experience, and expected delivery outcomes.
• Translate delivery strategy, governance, standards, and operating rhythms into consistent day-to-day team execution.
• Oversee delivery execution for upgrades, purchased solutions, ancillary initiatives, strategic programs, and other client delivery activities.
• Monitor delivery portfolio health, including delivery performance, predictability, timelines, milestones, risks, dependencies, capacity, quality standards, escalation trends, and delivery-related client impact.
• Manage delivery performance indicators tied to client value, delivery-related client satisfaction, predictability, and ROI-related measures; identify trends, risks, and performance gaps that may impact delivery outcomes.
• Manage team workload, delivery capacity, client-to-resource assignments, intake coordination, project slotting, licensing coordination, and resource alignment to support efficient onboarding and effective execution of client delivery initiatives.
• Provide oversight and escalation support for delivery-related risks, issues, dependencies, resource constraints, and performance gaps to protect delivery timelines, contractual commitments, delivery quality, client delivery experience, and operational outcomes.
• Partner cross-functionally with Support, Product, Engineering, Platform, Client Success, and other client-facing teams to resolve delivery issues, align execution, and support delivery outcomes.
• Use delivery reporting, performance trends, operational metrics, analytics, and AI-enabled capabilities where applicable to support delivery visibility, portfolio health monitoring, risk identification, resource planning, and performance improvement.
• Coach, develop, and provide performance feedback to Client Delivery team members.
• Set expectations for delivery accountability, execution discipline, communication, follow-through, and adherence to delivery processes, tools, documentation standards, reporting practices, and governance.
• Provide delivery insights and recommendations to senior leadership to support portfolio visibility, delivery planning, and operational decision-making.
• Recommend and implement improvements to delivery processes, team workflows, reporting practices, and operational execution to improve predictability, quality, scalability, and delivery value.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor’s degree.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 8+ years of progressive experience in client delivery, project management, program management, implementation, service operations, or a related field.
• 4+ years of experience leading client-facing delivery teams, project teams, or service delivery teams preferred.
• Experience managing delivery execution, escalations, resource alignment, team performance, delivery portfolio health, or operational delivery processes in complex client environments.

License/Certification Required:

• PMP preferred.

Knowledge, Skills & Abilities:

• Knowledge of: Client delivery, implementation, project management, program management, or service operations environments. Delivery execution practices, team operating rhythms, and delivery governance.
• Resource planning, workload management, intake coordination, and delivery capacity management. Delivery portfolio health, including delivery performance, predictability, risk trends, dependencies, and escalation patterns. Risk management, escalation management, dependency management, and issue resolution practices. Delivery performance metrics, reporting, quality standards, operational tracking, and delivery-related satisfaction or value measures. Contractual commitments, scope management, delivery standards, and success measures. Delivery systems, tools, analytics, and AI-enabled capabilities used to support risk identification, resource planning, delivery visibility, and performance monitoring.
• Skill in: Leading delivery teams responsible for assigned clients, delivery portfolios, and strategic delivery initiatives. Translating delivery strategy, governance, and standards into team execution. Managing workload, resource alignment, delivery capacity, intake coordination, operational priorities, and delivery portfolio health. Monitoring delivery performance, predictability, risks, dependencies,  timelines, quality expectations, and escalation trends. Resolving escalated delivery issues and coordinating cross-functional support. Communicating delivery status, risks, trends, value indicators, and recommended actions to stakeholders. Using delivery systems, tools, analytics, and reporting to support execution visibility, risk identification, and operational decision-making. Coaching team members, setting expectations, and reinforcing delivery accountability and follow-through. 
• Ability to: Lead a team to deliver consistent, predictable, and contractually aligned delivery outcomes. Balance team capacity, delivery priorities, resource constraints, timelines, stakeholder expectations, and delivery-related business impacts. Identify delivery risks, delivery portfolio health trends, performance gaps, and operational issues and determine appropriate actions. Partner effectively with cross-functional teams to resolve delivery issues and maintain execution alignment. Support team performance, accountability, and adherence to delivery processes, standards, and governance. Improve delivery workflows, reporting practices, operational consistency, and delivery predictability across assigned team work. Support delivery outcomes that contribute to client delivery value, delivery-related satisfaction, and business performance.