The Delivery Manager plays a pivotal role in ensuring the successful performance and delivery of IT outsourced contractors deployed to client organizations. This role oversees the day-to-day operations of the Project Management Team and Test Management Team, ensuring that all assigned consultants deliver high-quality outcomes aligned with client expectations, contractual commitments, and service-level standards.
The Delivery Manager acts as the key liaison between clients, contractors, and internal recruitment operations ensuring smooth coordination, governance, and performance management of all external IT delivery resources.
Key Responsibilities:
1. Contractor & Team Management
- Manage and oversee a pool of outsourced IT professionals, including Project Managers, Test Managers, and Test Analysts.
- Ensure contractors are effectively aligned with client requirements, delivery expectations, and project timelines.
- Conduct regular one-on-one sessions, performance reviews, and feedback discussions with contractors.
- Address and resolve any resourcing, performance, or delivery issues promptly.
2. Client Relationship Management
- Serve as the primary point of contact for clients regarding all delivery-related matters for assigned IT projects or teams.
- Work closely with client stakeholders to understand project pipelines, skill requirements, and workforce planning needs.
- Ensure client satisfaction through consistent communication, proactive issue management, and value-added service delivery.
3. Delivery Governance & Quality Assurance
- Monitor and report the delivery performance of outsourced Project Management and Test Management teams.
- Track and ensure compliance with SLAs, KPIs, and contractual obligations defined with clients.
- Implement and maintain governance frameworks for delivery tracking, reporting, and quality assurance.
- Identify delivery risks or resourcing gaps and coordinate corrective action with internal recruitment and client teams.
4. Coordination with Internal Teams
- Collaborate closely with the Recruitment Team to fulfill project resourcing requirements and backfill needs.
- Provide feedback on contractor performance to support renewal or replacement decisions.
- Work with HR and Finance teams on contractor onboarding, extensions, rate revisions, and billing matters.
5. Reporting & Continuous Improvement
- Maintain accurate delivery and performance dashboards for management and client reporting.
- Conduct periodic delivery reviews with clients and internal management.
- Identify opportunities for process improvement and propose solutions to enhance delivery efficiency and client satisfaction.
Qualifications & Experience:
- Bachelor's Degree in Information Technology, Business Administration, or related discipline.
- Minimum 48 years of experience in IT delivery management, account management, or vendor/contractor management within a recruitment, outsourcing, or IT managed services environment.
- Strong understanding of IT project management and software testing lifecycle (STLC).
- Proven track record in managing IT contractors or project-based delivery teams.
- Experience handling client relationships within enterprise or large-scale IT organizations.
Skills & Competencies:
- Excellent stakeholder management and communication skills.
- Strong leadership and people management abilities.
- Solid understanding of SDLC, Agile, and Waterfall methodologies.
- Proficiency with delivery management and tracking tools (e.g., JIRA, MS Project, Excel, or internal CRM systems).
- Ability to handle multiple clients, projects, and contractors concurrently.
- Business acumen and problem-solving mindset.
- Certifications such as PMP, PRINCE2, ITIL, or Agile/Scrum Master are advantageous
