Delivery Manager (Technical)

Role Summary

The Delivery Manager is responsible for end-to-end client delivery outcomes, operational stability, and account growth within assigned accounts. This is a technically hands-on delivery leadership role: you will be expected to understand architecture, code quality, environments, and release pipelines well enough to guide engineers, challenge estimates, and lead technical conversations with client stakeholders. The role operationalizes the 3M Strategy (Manage, Monitor, Mine), ensures adherence to the Tiered Operating Model, and acts as the primary day-to-day delivery contact for clients. You will work as a peer with global counterparts, drive client satisfaction, and proactively identify risks and expansion opportunities.

Key Responsibilities

• 1. Delivery Execution (MANAGE)Own delivery commitments, including SLA tracking and quality assurance, for assigned accounts.
• Lead Agile sprint planning, execution, and demos in coordination with COEs, Solution Architects, and QA teams.
• Ensure hyper care stability (2–4 weeks post go-live) and transition to managed services.
• Manage resource allocation (onshore, nearshore, offshore) based on complexity and cost efficiency.
• Host weekly client delivery status meetings and internal syncs.
• Own major incident resolution, recovery planning, and corrective actions, including leading technical triage and root cause analysis (RCA) with engineering teams.
• Identify and implement process improvements to improve delivery efficiency and predictability.
• 2. Technical Leadership & Quality Review solution designs, technical approaches, and estimates with architects and tech leads; challenge assumptions and flag technical risk early.
• Understand code, branching, CI/CD pipelines, environments, and release processes well enough to unblock teams and validate delivery status.
• Drive engineering quality practices: definition of done, technical debt tracking, and release readiness.
• Translate technical issues into clear business impact for client leadership, and client needs into clear technical direction for teams.
• Evaluate and promote the use of AI-assisted development and testing tools to improve team productivity and quality.
• 3. Risk & Opportunity Monitoring (MONITOR)Continuously monitor client leadership changes, operational shifts, and market dynamics.
• Flag risks early using the Account Health Dashboard (Green/Yellow/Red).
• Escalate delivery disputes or commercial risks to Delivery Director when thresholds are breached.
• Conduct continuous risk management and quality assurance checks.
• 4. Account Growth Support (MINE)Partner with Account Executive (AE) and Client Success Team to identify upsell/cross-sell opportunities.
• Participate in Quarterly Business Reviews (QBRs) for key or at-risk accounts.
• Provide delivery health summaries and expansion recommendations to AEs.
• 5. Governance & Reporting Produceweekly status reports rolled up to Delivery Director.
• Use PMO tools, playbooks, and dashboards per organizational standards.
• Co-run internal kickoffs with AE within 5 business days of contract signing.
• Lead external client kickoffs within 1 business day of tier/PM assignment.
• 6. Peer Collaboration (Global Delivery Model) Operate as a peer with US and India Delivery Managers (no hierarchical silos).
• Participate in weekly delivery health reviews led by Delivery Director.
• Share best practices and resources across the global delivery organization.
• Provide a clean handover and clear escalation path for the hours you are offline, so clients are always covered.
• 7. Availability & Business Needs Provide live support and be reachable for PST clients until approximately 1:00–2:00 AM IST, including client calls, release windows, and urgent escalations.
• Be available to attend the office on short notice when called upon by the business.
• Travel to client sites, delivery centers, or other locations as the need arises.

Must-Have Skills

• Required • 8+ years of delivery/project management in IT services or software engineering, with a hands-on technical background (developer, tech lead, architect, or DevOps/QA engineering) of at least 3 years • Strong technical depth in modern software delivery: system design basics, APIs and integrations, databases, cloud (AWS/Azure), and CI/CD pipelines • Ability to read and review code or technical designs and hold credible technical discussions with engineers and client architects • Experience managing multiple clients simultaneously (shared PM model) • Strong working knowledge of Agile, DevOps, and hybrid delivery models • Proven ability to work with COEs (e.g., Modern Engineering, Integration, Cloud, ERP) • Excellent client-facing communication and risk management skills, including experience working with US clients • Familiarity with tools like Jira, Confluence, DevOps pipelines, and health dashboards • Willingness and ability to work late-night hours (up to 1:00–2:00 AM IST) for PST client coverage • Willingness to come to the office on short notice and to travel as business needs arise • A dedicated home workspace with reliable internet and power backup for remote work