Jobs Delivery Manager

We are looking for an experienced ITSM Consultant to support a large-scale ITSM implementation programme across multiple portfolio companies.

The role will focus on assessing current IT Service Management processes, supporting CMDB implementation activities, facilitating process adoption, and helping operational teams transition to a shared-service operating model.

This position combines ITSM expertise, stakeholder engagement, process improvement, and programme coordination within a complex multi-company environment.

Responsibilities

ITSM Assessment & Process Improvement

• Conduct ITSM maturity assessments across multiple entities
• Evaluate Incident, Problem, Change, Request, and Knowledge Management processes
• Assess existing ITSM tools, service desk operations, SLA performance, and process effectiveness
• Identify process gaps, risks, and improvement opportunities
• Produce assessment reports and recommendations

ITSM Process Implementation

• Support the rollout of new ITSM processes and standards
• Facilitate workshops and process walkthrough sessions
• Translate programme-level process designs into practical operational guidance
• Support process adoption and readiness activities
• Promote ITIL best practices across participating organisations

CMDB & Configuration Management

• Support CMDB data collection, cleansing, and validation activities
• Assist with Configuration Item (CI) classification and relationship mapping
• Work with IT teams to establish CMDB ownership and governance
• Support discovery and asset management initiatives
• Help define ongoing CMDB maintenance responsibilities

Adoption & Change Management

• Deliver process awareness and knowledge-transfer sessions
• Monitor process adoption, compliance, and SLA performance
• Support hypercare and stabilisation activities after go-live
• Coach operational teams and process owners

Vendor & Programme Coordination

• Coordinate vendor onboarding and due diligence activities
• Manage documentation, approvals, and access requirements
• Support programme reporting, action tracking, and stakeholder communications
• Maintain programme repositories and implementation artefacts

Required Experience

• 3–5+ years of experience in IT Service Management
• Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes
• Experience supporting ITSM implementations, migrations, or transformation programmes
• Experience with CMDB implementation, data governance, or Configuration Management
• Experience facilitating workshops and stakeholder discussions
• Experience working with vendors and third-party service providers

Required Knowledge

• Strong understanding of ITIL 4 principles and practices
• Knowledge of ITSM operating models and service desk environments
• Understanding of CMDB concepts, CI management, and data governance
• Ability to analyse service metrics, ticket data, and SLA performance
• Familiarity with discovery tools and asset management concepts

Preferred Skills

• ServiceNow experience
• Experience with ITSM transformation programmes
• Change management and process adoption experience
• Programme coordination or project support experience
• Experience working in multi-entity or international environments

Certifications

Required:

• ITIL 4 Foundation

Preferred:

• ITIL 4 Specialist
• ITIL Managing Professional
• PRINCE2 Foundation
• CAPM or similar project management certification

Soft Skills

• Strong communication and stakeholder management skills
• Workshop facilitation and presentation skills
• Ability to work independently and manage multiple workstreams
• Strong documentation and reporting capabilities
• Pragmatic and collaborative mindset

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.

Delivery Manager

We are a boutique software development company working with international clients to build and grow digital products.

We are looking for a Delivery Manager who will own project delivery, client communication, and team coordination. This is not a purely administrative Project Manager role. We need someone who can proactively identify risks, manage expectations, and ensure successful delivery across multiple projects.

Responsibilities

Own end-to-end delivery for assigned projects and clients

Lead client communication, status meetings, and regular reporting

Ensure projects are delivered on time and with expected quality

Coordinate the work of developers, designers.

Identify delivery risks early and drive mitigation plans

Manage scope changes and align expectations with clients

Track project progress, milestones, and release plans

Remove blockers and improve delivery efficiency

Ensure transparency for both clients and internal stakeholders

Contribute to improving delivery processes and operational excellence

Support project onboarding and handover from sales/presales

Requirements

2+ years of experience as a Delivery Manager, Project Manager, or similar role in IT

Strong understanding of the Software Development Lifecycle (SDLC)

Experience working with outsourcing and/or outstaffing projects

Experience managing client relationships and stakeholder communication

Solid understanding of Agile methodologies (Scrum, Kanban)

Hands-on experience with Jira, Confluence, Notion, or similar tools

Ability to manage multiple projects simultaneously

Strong problem-solving and decision-making skills

Upper-Intermediate or higher English level (written and spoken)

Nice to Have

Experience with Upwork as project manager.

Experience in a small or growing software development company

Basic technical understanding of web and mobile development

Experience working with US and European clients

Background in account management or customer success

About the Role

We are not looking for a Jira administrator or a status collector.

We are looking for someone who takes ownership of delivery outcomes, proactively manages risks, aligns teams and clients, and ensures projects move forward predictably and successfully.

We are looking for an experienced Senior Project Manager / Delivery Manager to lead the delivery of complex software solutions within the FinTech and Payments domain.

The successful candidate will be responsible for managing cross-functional teams, coordinating stakeholders, driving end-to-end project delivery, and ensuring successful implementation of payment-related products and integrations.

IMPORTANT SELECTION CRITERIA

Candidates with hands-on experience managing projects involving Visa, Mastercard, payment processing, payment gateways, PSP integrations, acquiring, issuing, banking integrations, payment orchestration, or card transaction systems will be strongly preferred.

Please clearly indicate:

Experience working with Visa and/or Mastercard
PSP (Payment Service Provider) integrations
Acquiring and issuing solutions
Payment gateways
Banking integrations
PCI DSS, 3DS / 3DS2
Reconciliation and settlement processes
Transaction processing platforms

This experience is not mandatory but will be considered a significant advantage during the selection process.

Required Qualifications

5+ years of experience as a Project Manager, Delivery Manager, Program Manager, Technical Project Manager, or similar role.
Proven experience managing software development projects and distributed engineering teams.
Strong understanding of SDLC and Agile methodologies.
Excellent stakeholder management and communication skills.
Experience with Jira, Confluence, or similar project management tools.
Upper-Intermediate English (B2+) or higher.

Key Responsibilities

Lead end-to-end software delivery from discovery and planning through release and post-production support.
Manage project scope, timelines, budgets, resources, risks, and dependencies.
Coordinate cross-functional teams including Software Engineers, QA Engineers, Business Analysts, Product Owners, Designers, and DevOps Engineers.
Facilitate Agile delivery processes (Scrum, Kanban, Hybrid).
Ensure alignment between business goals and technical execution.
Manage stakeholder communication at all levels, including senior leadership.
Drive project governance, reporting, and delivery predictability.
Coordinate third-party vendors, banking partners, and payment providers when required.
Ensure successful release planning and execution.
Identify and mitigate delivery risks proactively.

Nice to Have

FinTech, Banking, Payments, or Financial Services domain experience.
Experience with API-driven platforms and integrations.
SaaS product delivery experience.
Cloud-based environments (AWS, Azure, GCP).
Product Management experience.
Experience working with C-level stakeholders.

What We Offer

Work on strategic FinTech and Payments initiatives with real business impact.
Opportunity to participate in projects involving payment processing, banking integrations, Visa/Mastercard-related ecosystems, and financial services products.
High level of autonomy and ownership.
Direct interaction with senior stakeholders and decision-makers.
International team and remote-first culture.
Competitive compensation aligned with market standards.
Long-term project stability.
Professional growth within a fast-moving technology environment.
Opportunity to shape delivery processes and influence product direction.