Manager, Delivery Assurance

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee assigned client engagements across a range of sizes and platforms.

• Take ownership of delivery results, maintain client relationship health, and manage engagement margins.

• Initiate new programs by establishing initial frameworks and transitioning them to ongoing management.

• Conduct paid delivery evaluations and independent program assessments.

• Serve as the primary contact for delivery escalations, managing triage, routing, or taking over responsibilities as needed.

• Provide time-sensitive delivery leadership for engagements that are in recovery phases.

• Identify root causes related to delivery strategies, estimation, staffing, governance, and client relationship management.

• Develop and implement recovery plans, which may include re-baselining, adjustments to governance, staffing modifications, and client resets.

• Assist in crafting client-facing recovery narratives and establish exit criteria for transitioning back to steady-state operations.

• Facilitate independent gate reviews during mobilization, baseline establishment, SIT entry, UAT entry, go-live readiness, and hypercare exit.

• Maintain an overview of portfolio health, including schedule, margins, scope, quality, team stability, and client sentiment.

• Activate early-warning signals and organize reviews when necessary.

• Report on portfolio health to the Head of Solution Delivery on a regular schedule.

• Ensure that major engagements have an assigned deputy and a documented continuity strategy.

• Utilize Claude and similar tools to automate portfolio health reporting, status synthesis, and variance analysis.

• Create reusable review templates, risk checklists, and prompts for estimation challenges.

• Mitigate manual reporting burdens and showcase measurable time savings from automation.

• Manage the delivery playbook, gate criteria, and estimation standards while promoting their adoption.

• Transform recovery insights into proactive changes to standards, templates, and estimation practices.

• Mentor delivery and program managers while contributing to the development of leadership talent.

• Assist in pre-sales efforts through the evaluation of delivery approaches, challenges in estimation, and risk identification.

⛳️ Requirements

• Over 8 years of experience in consulting or project delivery, including program or engagement leadership.

• Proven success in turning around at-risk client programs, including direct client interactions.

• Strong understanding of commercial frameworks, including fixed-price, time and materials, and managed services.

• Accountability for engagement margins.

• Ability to establish credibility with client executive stakeholders and navigate difficult conversations without harming relationships.

• Proven ability to influence peers and delivery leaders without direct authority.

• Demonstrated experience using AI tools to automate delivery reporting or analysis.

• Comfortable with achieving billable targets and participating in engagements of any size.

• Able to face unwelcoming circumstances upon arrival and provide value by departure.

• Willingness to accurately attribute failures to BIG when applicable.

• No task deemed beneath the role.

• Experience in delivery on low-code platforms or similar enterprise systems (a plus).

• Previous formal assurance, PMO, or quality-gate management experience (a plus).

• Background in a boutique or mid-market consultancy covering delivery, commercial, and pre-sales aspects (a plus).

🏝️ Benefits

• Acknowledged as a Great Place to Work.

• Emphasis on collaboration, innovation, and celebrating achievements together.

• Work enhanced by AI tools such as Claude and others.

• Opportunity to develop reusable delivery-assurance resources.

• Coaching and development of delivery leadership talent.

• Billable delivery role offering exposure to diverse client engagements and technologies.