Job Description

Job Summary

The Delivery Manager is responsible for overseeing the successful delivery of technology projects and solutions, ensuring alignment with customer requirements, business objectives, quality standards, and contractual commitments.

The role serves as a key interface between customers, internal technical teams, business stakeholders, and technology partners, ensuring effective project execution, resource coordination, risk management, and customer satisfaction.

The Delivery Manager will manage multiple engagements involving enterprise applications, software development, system integration, cloud solutions, and managed services, while driving delivery excellence, operational efficiency, and continuous improvement.

Key Responsibilities

1. Project & Delivery Management
• Lead end-to-end delivery of technology projects from initiation, planning, implementation, testing, deployment, and handover.
• Manage project scope, schedules, budgets, resources, deliverables, and contractual commitments.
• Establish and maintain project plans, delivery milestones, governance structures, and progress reporting.
• Ensure timely identification and resolution of delivery risks, issues, and dependencies.
• Manage multiple concurrent projects while maintaining delivery quality and customer satisfaction.
• Ensure adherence to agreed project methodologies, governance processes, and quality standards.

2. Customer & Stakeholder Management
• Act as the primary delivery contact for customers, ensuring effective communication and stakeholder engagement.
• Build and maintain strong relationships with customer representatives, business owners, and technology teams.
• Conduct regular project reviews, steering committee meetings, and delivery status updates.
• Manage customer expectations, project escalations, and changes to agreed scope.
• Collaborate with Technical Account Managers and commercial teams to identify opportunities for service improvement and account growth.

3. Technical Delivery & Solution Coordination
• Work closely with Business Architects, Solution Architects, engineering teams, and technology partners to translate business requirements into executable delivery plans.
• Coordinate application development, system integration, cloud deployment, infrastructure, and related technical activities.
• Ensure solutions are implemented in accordance with approved architecture, technical requirements, and security standards.
• Oversee system integration testing, user acceptance testing, deployment readiness, and production cutover.
• Maintain sufficient technical understanding to identify delivery challenges, evaluate dependencies, and facilitate effective technical decisions.
• Ensure technical documentation, operational procedures, and knowledge transfer are completed.

4. Resource & Team Management
• Plan and coordinate delivery resources across internal teams, external partners, and subcontractors.
• Manage resource allocation, utilisation, capacity planning, and delivery priorities.
• Provide leadership and direction to project managers, technical leads, developers, engineers, and implementation teams.
• Monitor team performance, productivity, and delivery commitments.
• Identify resource gaps and collaborate with management on workforce planning and capability development.
• Foster collaboration, accountability, and continuous improvement across delivery teams.

5. Financial & Commercial Management
• Monitor project budgets, delivery costs, resource utilisation, and project profitability.
• Manage project financial performance, including cost forecasts, delivery margins, and budget variances.
• Support commercial teams in reviewing project scope, delivery estimates, and implementation plans.
• Identify scope changes and coordinate change requests with customers and commercial stakeholders.
• Ensure project deliverables, milestones, and acceptance criteria are completed to support timely billing.
• Identify opportunities to improve delivery efficiency and optimise project costs.

6. Service Transition & Operational Readiness
• Ensure successful transition of completed projects into production support, application maintenance, or managed services.
• Coordinate handover activities with support teams, Technical Account Managers, and service delivery personnel.
• Ensure operational readiness, including monitoring, documentation, knowledge transfer, and support procedures.
• Oversee hypercare activities and facilitate resolution of post-implementation issues.
• Ensure service transition requirements, support responsibilities, and service-level commitments are clearly established.
• Support the resolution of major service escalations where project delivery or implementation activities are involved.

7. Delivery Governance, Quality & Risk Management
• Establish and maintain delivery governance, reporting standards, and project controls.
• Ensure compliance with internal policies, customer requirements, and applicable industry regulations.
• Monitor delivery quality, project risks, issues, and corrective actions.
• Conduct project reviews, lessons-learned sessions, and delivery performance assessments.
• Drive continuous improvement in project management practices, delivery processes, and operational efficiency.
• Support internal and customer audits related to project delivery and contractual compliance.

Key Performance Indicators

• Delivery Performance: On-time delivery, milestone achievement, and project completion 
• Financial Performance: Project profitability, budget adherence, and resource utilisation 
• Customer Satisfaction: Customer feedback, escalation management, and service quality 
• Delivery Quality: Defect rates, rework, and production stability 
• Governance & Risk: Risk mitigation, reporting accuracy, and contractual compliance 
• Operational Readiness: Successful production handover, hypercare completion, and support transition 
• Team Performance: Resource productivity, team collaboration, and delivery capability improvement

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related discipline. 
• Minimum 7–10 years of experience in IT project delivery, technology implementation, or IT service delivery, including at least 3 years in a delivery leadership or management role. 
• Proven experience managing enterprise technology projects involving software applications, system integration, cloud solutions, or digital transformation. 
• Experience managing multiple projects, cross-functional teams, external vendors, and customer stakeholders. 
• Strong understanding of the software development lifecycle (SDLC), Agile, Waterfall, or hybrid delivery methodologies. 
• Good understanding of enterprise application architecture, APIs, databases, cloud platforms, and integration technologies. 
• Experience managing project budgets, delivery resources, commercial commitments, and project profitability. 
• Familiarity with production deployment, service transition, application maintenance, and managed services. 
• Strong communication, negotiation, stakeholder management, and problem-solving skills. 
• Experience working in a technology services provider, system integrator, or IT consulting environment is highly desirable.
  

Preferred Industry Experience

Experience delivering technology solutions in at least one or two of the following industries would be advantageous

•  Financial Services – Banking, Insurance, or Financial Technology. 
•  Utilities – Energy, Water, or Infrastructure Services. 
•  Transportation – Highways, Rail, or Smart Mobility. 
•  Government and Public Sector. 
•  Enterprise and Commercial Organisations. 

Preferred Certifications

Candidates should preferably possess at least one or two relevant certifications from the following disciplines: 

• Project Management: PMP, PRINCE2, or equivalent. 
• Agile Delivery: Certified ScrumMaster (CSM), PMI-ACP, or SAFe. 
• IT Service Management: ITIL Foundation or higher. 
• Cloud Platforms: AWS, Microsoft Azure, or Google Cloud certifications. 
• Governance: COBIT or other relevant IT governance certifications. 

Certifications are advantageous but not mandatory where candidates demonstrate strong practical delivery experience.

Key Competencies

•  Strong delivery ownership and accountability. 
•  Customer-centric mindset with excellent stakeholder management skills. 
•  Ability to manage complex projects and competing priorities. 
•  Strong commercial awareness and financial discipline. 
•  Good technical understanding across applications, integration, and cloud technologies. 
•  Effective leadership, communication, negotiation, and escalation management. 
•  Ability to work independently and collaborate across multiple business and technical teams.

Skills