Project Delivery Manager

We are seeking a highly organized and proactive Project Delivery Manager to lead program and project delivery operations, ensuring exceptional execution across multiple accounts. This role combines program management, project oversight, and client success responsibilities—requiring strong leadership, operational efficiency, and a commitment to quality outcomes. You will oversee workload capacity, enforce operational standards, drive retention efforts, and ensure all projects meet agreed SLAs, KPIs, and quality benchmarks.

     Required skills:

• Proven experience in program management, project delivery, or operations management in a client-facing environment.
• Strong leadership and team oversight skills, with the ability to mentor and guide junior managers.
• Excellent organizational skills and attention to detail, with a track record of meeting tight deadlines.
• Experience monitoring and managing SLAs, KPIs, and quality control processes.
• Strong analytical skills to identify trends, gaps, and opportunities in performance data.
• Exceptional communication skills, with the ability to build strong relationships across teams and with clients.

• Proficiency in project management tools, CRM systems (e.g., Salesforce), and reporting platforms.

  
  Scope of work:

• Program & Project Oversight – Manage onboarding processes, timelines, and milestones for all active projects, ensuring smooth delivery and high-quality outcomes.
• Workload & Capacity Management – Balance workloads across team members, monitor capacity, and address bottlenecks before they impact delivery.
• Performance Monitoring – Track KPIs, conduct performance reviews, and ensure adherence to SLAs and quality standards.
• Client Experience & Retention – Implement proactive retention strategies, lead client health initiatives, and ensure strong post-project engagement.
• Process & Tools Management – Maintain adherence to workflows, identify process gaps, and oversee adoption of new tools and updates.
• Issue Resolution – Act as escalation point, resolve delivery issues promptly, and keep stakeholders informed.
• Reporting – Provide regular reports on project pipeline, resource needs, blockers, and client satisfaction metrics.
• Training & Development – Identify skill gaps, run training sessions, and replicate best practices across the team.
• Opportunity Analysis – Monitor reports for missed opportunities, discrepancies, or delays and take corrective action.
• Communication Standards – Ensure all client and internal communication meets professional standards, with timely responses and protocol compliance.