Senior Delivery Manager

You're the human Empat's clients trust. You own a portfolio of client accounts end-to-end — you build real relationships, fly out to meet them, keep them happy, and make sure what we deliver lands on time and drama-free. Half relationship-builder who loves being around people, half disciplined operator who can't stand chaos. If you light up in front of clients and keep delivery tight, this is for you.

Your responsibilities will include:

• Be the trusted face of Empat for your accounts — regular in-person time with clients, including travel, on-site working sessions, and industry events.
• Build genuine rapport with business and technical stakeholders up to founder/C-level, and keep clients happy and referenceable — strong NPS/CSAT.
• Spot new needs on your accounts and drive renewals and expansion together with Sales.
• Own delivery end-to-end across your book — on-time delivery, healthy project GPM, target utilization, and zero delivery-caused billing slips.
• Set up and run delivery governance on your accounts: steering cadence, status reporting, risk register, and clear escalation paths.
• Act as the go-to escalation point when things get hard, resolving issues without eroding client trust.
• Collaborate cross-functionally with Sales, PMs, and Engineering to keep delivery synced with business goals.
• Track and report on account health, delivery metrics, and risk to internal stakeholders.

• 4+ years in delivery management, account/program management, or client success in IT outsourcing/services.
• Genuinely energized by clients — youlikemeeting people, traveling, and building relationships (it fuels you, not drains you).
• Strong stakeholder presence — you hold your own with founders/C-level, read the room, and repair trust when needed.
• English — Advanced (C1)+.
• Able to travel internationally on a regular basis — valid passport,no restrictions on international travel.
  

• Proven running real client accounts/projects with multiple stakeholders.
• A disciplined operator — reporting, cadence, risk, and documentation don't slip on your watch.
• Comfortable owning several accounts/projects simultaneously.

• Track record growing/expanding accounts (renewals, upsell).
• Background in IT outstaffing/outsourcing specifically.
• Delivery exposure to healthcare (HIPAA), fintech, or e-commerce.
• PMP, SAFe, PRINCE2, or ITIL.
• Awareness of security/compliance reviews — NDAs, DPAs, security questionnaires; ISO 27001 / SOC 2 / GDPR / HIPAA.

• Competitive compensation with performance-based incentives tied to your individual impact and business outcomes;
• Real ownership - you'll drive initiatives end-to-end, make independent decisions, and be accountable for results in your domain;
• Influence that goes beyond your role - contribute to strategic initiatives, cross-functional planning, and how we grow as a company;
• Mentorship and knowledge sharing - both ways: you'll learn from experienced colleagues and have room to share your expertise;
• Modern tools, structured development programs, workshops;
• English courses tailored for business communication;
• Clear career path with transparent promotion criteria;
• A culture built on empathy, trust, and openness - where initiative is encouraged, feedback is honest, and people actually care about each other;
• Remote work model with an office in central Kyiv;
• Medical insurance, paid vacation, sick leave, team events and corporate presents.