The Delivery Manager oversees the delivery of staff augmentation services, managing resource availability, performance, compliance, and client relationships. This role emphasizes operational efficiency, risk mitigation, and team leadership to ensure optimal resource utilization and satisfaction. The manager must ensure contractual obligations are met while driving account growth and service delivery excellence.
ProArch is a value-driven consulting and engineering partner that helps companies navigate and execute their most challenging digital transformations in the Cloud. We are seeking a highly organized and driven Delivery Manager to oversee the successful delivery of staff augmentation services. This role involves managing resource availability, performance, timesheet compliance, and contractual obligations while fostering strong relationships with clients and internal stakeholders. The ideal candidate will excel at ensuring seamless service delivery, optimizing resource utilization, and driving operational efficiency.
Responsibilities
- Serve as the primary liaison between clients and internal teams, ensuring resource requirements are clearly defined and fulfilled promptly..
- Build and maintain strong client relationships to drive satisfaction and long-term engagement.
- Address and resolve client escalations related to resource performance, availability, or contractual terms.
- Manage the availability of resources to meet client demands, ensuring alignment with project timelines and budgets.
- Oversee the onboarding, performance tracking, and off boarding of resources as needed.
- Monitor resource utilization and proactively address any under utilization or over-allocation issues.
- Ensure all resources submit accurate and timely timesheets for payroll and billing purposes.
- Develop and implement efficient processes to ensure timely resource deployment and delivery.
- Track and report on delivery metrics, including resource performance, timesheet compliance, and client satisfaction.
- Identify and mitigate risks impacting service delivery, maintaining continuity and quality.
- Manage contracts, including drafting, negotiation, renewals, and compliance monitoring.
- Ensure all contractual obligations, including SLAs and KPIs, are met for each client engagement.
- Collaborate with legal and finance teams to address contractual amendments or disputes.
- Provide leadership and guidance to delivery teams, promoting accountability and high performance.
- Collaborate with recruitment and talent acquisition teams to source and onboard qualified candidates.
- Act as a mentor to junior staff, fostering professional growth and development.
- Identify opportunities for account growth, including additional staffing needs and value-added services.
- Contribute to workforce planning and forecasting to align delivery strategies with business goals.
- Stay informed on industry trends and best practices to enhance service offerings.
- Bachelor’s degree in Business Administration, IT, or a related field.
- 5+ years of experience in delivery management, staff augmentation, or workforce solutions.
- Strong understanding of resource management, performance tracking, and contract administration.
- Proven track record of managing client relationships and delivering staffing solutions.
- Excellent communication, negotiation, and problem-solving skills.
- Proficiency in tools for timesheet management, CRM systems, and reporting.
- Client-centric approach with a focus on delivering exceptional service.
- Strong organizational skills to manage multiple resources, contracts, and deadlines simultaneously.
- Analytical mindset to interpret delivery metrics and drive improvements.
- Leadership skills to manage diverse teams effectively and inspire high performance.
- Ability to ensure compliance with internal policies and client requirements.
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