Delivery Manager

Role & responsibilities

• Lead end-to-end delivery of IT projects, programs and services, ensuring alignment with business objectives, contractual commitments and customer expectations.
• Develop delivery plans, project schedules, milestones, resource requirements and budgets to ensure timely and cost-effective execution.
• Manage cross-functional teams, including developers, testers, business analysts, infrastructure engineers and support personnel.
• Establish and monitor delivery KPIs, SLAs, quality metrics, productivity measures and customer satisfaction indicators.
• Drive Agile, Scrum or Waterfall delivery processes, including sprint planning, reviews, retrospectives and release coordination.
• Manage client relationships, conduct periodic governance meetings and communicate delivery progress, risks, issues and mitigation plans.
• Identify and resolve delivery bottlenecks, dependencies, resource constraints and escalations to minimize project delays.
• Oversee risk management, change requests, scope control, budget tracking and delivery governance throughout the project lifecycle.
• Ensure compliance with organizational policies, quality standards, security requirements and contractual obligations.
• Coordinate with senior management, business stakeholders and vendors to align priorities and optimize delivery outcomes.
• Drive continuous improvement initiatives to enhance operational efficiency, team productivity, service quality and customer experience.
• Prepare management dashboards, status reports, performance reviews and executive presentations.
• Lead incident, problem and change management processes for service delivery engagements, where applicable.
• Mentor team leads and project managers, promote accountability and foster a collaborative, performance-oriented work culture.

Preferred candidate profile

• Bachelors degree in Computer Science, Information Technology, Engineering, Business Administration or a related discipline.
• MBA or postgraduate qualification in IT Management, Operations or Project Management is preferred but not mandatory.
• 5 to 10 years of experience in IT delivery, project management, program management or technology operations, with demonstrated ownership of delivery outcomes.
• Proven experience managing cross-functional teams, multiple projects, delivery schedules, budgets and client expectations.
• Strong understanding of SDLC, Agile/Scrum, Waterfall methodologies, project governance and delivery management practices.
• Experience managing SLAs, KPIs, service quality, customer satisfaction, risk registers and escalation processes.
• Familiarity with IT service management frameworks such as ITIL and tools such as Jira, Confluence, Microsoft Project and service-management platforms.
• Strong knowledge of resource planning, capacity management, budget control, vendor management and contractual deliverables.
• Excellent client-facing skills, including stakeholder communication, expectation management, negotiation and conflict resolution.
• Relevant certifications such as PMP, PRINCE2, ITIL 4, PMI-ACP or Certified ScrumMaster are advantageous.
• Strong analytical, organizational, decision-making and problem-solving skills, with a focus on measurable delivery outcomes.
• Demonstrated leadership ability to motivate teams, manage competing priorities and deliver under tight timelines.
• Ability to present delivery performance, risks and improvement recommendations clearly to clients, senior leadership and business stakeholders.