Delivery Manager

Role Overview

• Oversee end-to-end execution of customer implementations and onboarding projects across all product lines
• Ensure projects are delivered on time, within scope, and aligned with defined processes and customer expectations
• Act as the primary escalation point for delivery-related issues and drive timely resolution
• Monitor projects’ health, risks, and dependencies across the portfolio
• Lead and manage a cross-functional Delivery team, including Project Managers, techOMS specialists, techSHIP specialists, and Integration specialists
• Provide day-to-day guidance, prioritization, and support to ensure effective execution across all projects
• Coach and support team members to improve performance and execution quality
• Conduct performance evaluations and provide ongoing feedback
• Identify hiring needs and support recruitment and onboarding
• Implement and enforce delivery processes, methodologies, and best practices
• Identify operational gaps and areas for improvement and propose solutions
• Standardize onboarding and implementation workflows to improve efficiency and consistency
• Ensure proper documentation of processes, projects, and knowledge sharing
• Own and track Delivery team KPIs, including timelines, quality, and customer outcomes
• Ensure accountability and productivity across all roles within the Delivery function
• Monitor performance metrics and take corrective actions when needed
• Work closely with Customer Success, Support, Product, and Engineering teams to ensure smooth execution
• Ensure alignment between delivery activities and broader Customer Operations objectives
• Provide regular updates to leadership on delivery status, risks, and performance
• Manage and control the Delivery function budget
• Allocate resources effectively based on project demand and team capacity
• Ensure efficient utilization of the team while maintaining delivery quality

Requirements

• Educational background preferably in the fields of computer science or engineering
• Proven experience in delivery management, project management, or similar roles within the SaaS/software industry
• Experience managing cross-functional teams, including Project Managers and technical specialists (implementations, integrations, or product specialists)
• Strong understanding of software delivery, system integrations, and implementation processes
• Experience overseeing customer onboarding and implementation projects
• Demonstrated ability to manage multiple projects and priorities simultaneously in a fast-paced environment
• Strong organizational and execution skills with attention to detail
• Ability to identify operational gaps and drive process improvements (execution-focused)
• Experience leading, coaching, and evaluating team performance
• Ability to provide clear direction, manage workload distribution, and ensure team accountability
• Experience participating in hiring processes and team scaling
• Strong communication and stakeholder management skills
• Advanced English (written and spoken)
• Ability to handle escalations and drive resolution effectively
• Strong working knowledge of Microsoft Office, Project Management Tools and Ticketing systems
• Experience managing budgets, resource allocation, and team capacity planning
• Experience in logistics, fulfillment, shipping, or e-commerce environments (preferred)
• Familiarity with OMS, shipping platforms, or integrations (preferred)

Benefits

• Health insurance
• Retirement plans
• Flexible work arrangements
• Professional development opportunities