Delivery Manager

Job Overview:

We are seeking a highly skilled and dynamic Delivery Manager to oversee and ensure the smooth delivery of projects across our Departments (UX/UI Design, Tech & Digital Marketing). This role requires managing a team of Account Managers and Project Managers, handling all client escalations, and ensuring seamless inter and intra-team communication. The Delivery Manager will play a critical role in driving efficiency, meeting deadlines, and maintaining client satisfaction.

Key Responsibilities:

1. Project Delivery Management

Oversee project delivery across all Departments to ensure on-time, high-quality outcomes.

Monitor progress and address potential roadblocks proactively.

Develop and implement processes to optimize delivery timelines and quality.

2. Team Management

Act as the reporting manager for all Account Managers and Project Managers.

Conduct regular team reviews to evaluate performance and provide constructive feedback.

Facilitate collaboration across teams to align goals and priorities.

3. Client Escalation Management

Serve as the first point of contact for client escalations.

Resolve issues swiftly and effectively, ensuring client satisfaction and retention.

Establish protocols to minimize future escalations and improve service levels.

4. Communication and Coordination

Manage inter and intra-team communication for seamless operations.

Act as a bridge between creative, technical, marketing and account teams to ensure alignment.

Host regular status update meetings and share insights with leadership.

5. Reporting and Analysis

Provide detailed project status reports to leadership, including risks and opportunities.

Analyze delivery metrics and recommend improvements for efficiency.

Key Performance Indicators (KPIs):

On-time project delivery percentage.

Reduction in client escalations.

Team productivity and performance metrics.

Client satisfaction and retention rates.

Process improvement implementation rate.

Qualifications and Skills:

Experience: Minimum 6-8 years in project delivery or operations management, preferably in IT services, digital marketing, or design agencies.

Leadership Skills: Proven ability to lead and motivate teams effectively.

Client Management: Expertise in handling escalations and building strong client relationships.

Process Orientation: Strong understanding of delivery processes and project management tools (e.g., Jira, Trello, Slack, Zoho Projects, etc).

Communication: Excellent verbal and written communication skills.

Problem-Solving: Ability to make quick decisions under pressure while balancing multiple priorities.

What We Offer:

A collaborative work environment with opportunities for growth.

Competitive salary and performance-based incentives.

Opportunity to work with a dynamic team across creative and technical domains.