Managed Services Delivery Manager

This is a fully remote position, open to applicants in Colombia, +1 more state.

📋 Description

• Take ownership of the complete delivery process for one or more managed services projects, ensuring that service commitments, SLAs, and quality standards are consistently achieved.

• Facilitate the operational rhythm among cross-functional service teams, which includes managing intake, prioritization, backlog refinement, and recurring delivery processes.

• Manage the release schedule, enhancements, and change requests for production systems while ensuring stability and uptime are maintained.

• Proactively identify and manage dependencies, risks, escalations, and potential SLA violations.

• Define, monitor, and report on service KPIs and SLAs to inform decisions and trade-offs related to scope, capacity, and budget.

• Oversee incident, problem, and change management processes while adhering to agreed response and resolution timelines.

• Leverage AI tools like Claude to improve delivery planning, reporting, and communication with stakeholders.

• Act as the primary delivery contact for clients, fostering trusted relationships.

• Lead stakeholder working sessions and delivery forums.

• Effectively communicate progress, risks, and trade-offs to both executive and non-technical audiences.

• Assist Senior Delivery Managers and Client Partners in identifying opportunities to enhance engagement value.

• Direct delivery teams across both onshore and offshore locations.

• Mentor delivery coordinators and team members involved in engagements.

• Promote transparency, continuous improvement, and high-performance standards.

• Enhance delivery methodologies, tools, and frameworks across various engagements.

• Participate in service team interviews and contribute to the hiring process.

⛳️ Requirements

• A minimum of 3 years of experience in software delivery, technical project management, or engineering leadership.

• In-depth understanding of agile delivery methodologies, including Scrum and Kanban.

• Experience in managing distributed teams across both onshore and offshore environments.

• Proven ability to deliver multi-platform digital systems within agile frameworks.

• Strong communication and relationship management skills in client-facing scenarios.

• Exceptional proficiency in spoken English.

• Familiarity with delivery tools such as Jira, Confluence, GitHub, Azure DevOps, and CI/CD pipelines.

• Knowledge of cloud-native architectures and AI-enabled platforms.

• Demonstrated use of AI tools for delivery planning, reporting, and documentation, including Claude.

• Scrum Master certification or equivalent is preferred.

• Experience in regulated environments is an advantage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and career advancement.

• Flexible working arrangements including remote work options.

• Comprehensive health benefits and wellness programs.

• Collaborative and inclusive work culture.