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.
Because many of our clients are based on the US West Coast, this role includes regular late-night coverage from India so that PST clients have a responsive, accountable delivery lead during their working day.
Work Model, Coverage & Travel

Work Model	Detail
Location	Remote-first (India). Home office with reliable high-speed internet and power backup.
Working hours	Flexible day schedule aligned to India and global teams, plus a defined late-night overlap to support PST clients until approximately 1:00–2:00 AM IST.
Office presence	Expected to come to the office on short notice when the business needs it (client escalations, leadership reviews, onsite workshops, team events).
Travel	Domestic and occasional international travel as business needs arise (client visits, kickoffs, QBRs, delivery reviews).

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 hypercare 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

• Produce weekly 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.

Success Metrics (KPIs)

• Client satisfaction (CSAT / NPS) for assigned accounts
• Operational stability (missed SLAs < 5%, zero critical incidents without hypercare plan)
• Early risk identification (minimum 2 weeks before client escalation)
• Contribution to account growth (% of identified opportunities converted)
• Adherence to Tiered Model rules (no unauthorized dedicated PM for Tier 2/3)
• Weekly reporting compliance (100% on time)
• Responsiveness during PST coverage hours and quality of handovers
• Release and defect quality (escaped defects, on-time release rate, RCA closure)

Qualifications
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

Preferred

• Experience with staff augmentation ? value-add delivery transformation
• Background in one or more COE domains (e.g., legacy modernization, low-code, AI, Mulesoft, Kafka, AWS/Azure, data engineering)
• Hands-on exposure to test automation, security and compliance practices, and AI-assisted development
• PMP, CSM, SAFe, or relevant cloud/DevOps certification
• Prior experience in a peer delivery model with global teams

Reporting & Career Path

• Reports to: Delivery Director
• Career progression: Senior Delivery Manager ? Program Manager ? Delivery Director

Apply If You…

• Want to move from reactive firefighting to predictive, value-driven delivery
• Are technical at heart and enjoy getting into the details with engineers while still owning the client relationship
• Can manage, monitor, and mine the same account without silos
• Thrive in a peer-led, no-ego global team structure
• Are comfortable with shared PM models (up to 4 accounts) and formal escalation paths
• Are comfortable working remotely with late-night overlap for US West Coast clients, and can be in the office or on the road when the business needs you
• Believe delivery is not just stability — but a growth engine