About This Role
This Delivery Manager role involves successfully delivering complex digital programs for enterprise clients, becoming a trusted partner to the customer. You will be ultimately responsible for delivery to one of iO's major clients, leading a large team divided into multiple sub-teams, each working on a different product or part of the client's landscape. In this role, you will be the linchpin between the client, teams, and management, driving broad technological delivery (UX/UI, analysis, build, infra, and maintenance) and a more limited strategic delivery.
Responsibilities
- Be ultimately responsible for delivery on your projects and for your teams (Project Managers, Software Engineers, Functional Analysts, and QA Engineers)
- Coach, foster growth, and ensure your delivery organization evolves with the client
- Monitor project conditions across multiple complex projects, making conscious trade-offs between scope, time, budget, and quality, and managing corresponding client communication and stakeholder relations
- Manage iO's share of wallet with the client
- Strategically plan capacity, coordinate effort estimates across teams, and optimize resources across projects, with an eye on team well-being
- Act as the point of contact and first escalation point for the client
- Manage client relationships through daily contacts, expectations, and improvement processes
- Monitor client-centricity within the team and realize up- and cross-sell together with the Commercial Lead
- Be responsible for upsell trajectories from existing scope
- Contribute to sales trajectories with your client, grow the scope through trusted advice, and guide client investment decisions
- Report at management level to the client, lead steerco's, and play an active role in Quarterly Business Reviews
- Monitor KPIs and financial performance of teams and projects
- Identify risks at portfolio level
- Roll out structural QA processes and hold a retrospective after each project
- Design delivery approaches for complex projects with multiple teams (where appropriate, combining methodologies)
- Set standards per project type and optimize operational processes and tooling
- Lead complex crisis situations, set up crisis protocols, and strengthen client relationships by remaining transparent under pressure
- Set up AI tooling for the delivery team (templates, automated reporting, project-specific workflows)
- Guide colleagues in responsible and effective AI use
Requirements
- Extensive experience leading large, complex digital projects or programs for enterprise clients, preferably in an agency or consultancy environment
- Strong grasp of technological delivery (UX/UI, analysis, software development, infrastructure, and maintenance) and ability to ask the right questions and make the right decisions
