Delivery Manager / Director of Client Delivery

Role Objective

Ensure predictability of Technical Delivery in the iGaming outstaff model, own the PM function, maintain client SLA/CSAT, handle escalations, implement a performance & reporting system, and prepare for scaling to new clients/verticals.

Responsibilities

• Portfolio ownership: workload/rolling forecast, capacity planning, replacements, bench management, status tracking, critical issues.
• PM team management: standards, 1:1s, goals/metrics, PIP/coaching, team climate.
• Service metrics: CSAT/NPS, SLA for incidents/escalations, onboarding/offboarding templates.
• Client reporting: unified Project Passport, artifacts, and reporting (monthly mini-reports attached to invoices).
• Performance cycle (with HR/Ops): performance reviews for PMs/teams, contribution to salary reviews (inputs/calibration).
• Pre-sales support: scope/risk log review, capacity estimation, “first 90 days” project plan.
• Collaboration with Recruitment: role profiles, criteria, participation in bar-raising (PM soft-screening).
• Process improvements: RACI, communication templates, Knowledge Base, change management.

Requirements

• 7–10 years in IT services (outstaff/outsourcing), including 3+ years in Delivery/PMO leadership.
• Preferred background in iGaming/High-Load B2B/C or similar domains (fintech/marketplaces).
• Strong escalation management and client diplomacy skills, executive presence.
• Proven experience implementing metrics: CSAT/NPS, SLA, Utilization, Attrition, On-Time Delivery.
• English level C1; readiness for client meetings, demos, retrospectives, and business trips.

KPI / 90-Day Plan

• 0–30 days: portfolio audit, risk map, unified status/incident templates, CSAT baseline.
• 30–60 days: implement Project Passport + monthly invoice reports; RAG dashboard across all streams, moderate weekly PM syncs.
• 60–90 days: reduce unplanned escalations by 30–40%, establish unified PM role matrix, deliver 90-day forecast for capacity/replacements.