[Hiring] Managed Services Delivery Manager @Robots and Pencils

Role Description

As a Managed Services Delivery Manager, you own the ongoing delivery of one or more managed services engagements: keeping AI co-workers and the systems around them running in production, meeting service-level commitments, and serving as the steady delivery partner the client relies on. You bring the discipline to run a predictable service, the judgment to navigate everyday trade-offs, and the ownership to make sure the work stays healthy long after go-live.

What You’ll Do

• Craft & Delivery
  • Own end-to-end delivery of one or more managed services engagements, ensuring service commitments, SLAs, and quality targets are consistently met.
  • Run the operating cadence—intake, prioritization, backlog refinement, and recurring delivery—across one or more cross-functional service teams.
  • Manage releases, enhancements, and change requests against systems already in production while protecting stability and uptime.
  • Identify and proactively manage dependencies, risks, escalations, and potential SLA breaches before they impact the client.
  • Define, track, and report service KPIs and SLAs, using data to guide decisions, manage service health, and inform tradeoffs across scope, capacity, and budget.
  • Oversee incident, problem, and change management, ensuring issues are resolved within agreed response and resolution targets.
  • Bring an AI-forward mindset to your daily work, using tools like Claude to enhance delivery planning, reporting, and stakeholder communications.
• Collaboration & Communication
  • Serve as the primary delivery contact for clients, building trusted relationships through transparency, consistency, and clear communication.
  • Lead stakeholder working sessions and delivery forums with confidence.
  • Communicate progress, risks, and tradeoffs clearly to executive and non-technical audiences.
  • Support Senior Delivery Managers and Client Partners in identifying opportunities to expand value within the engagement.
• Leadership & Influence
  • Lead delivery teams across onshore and offshore locations, fostering accountability, collaboration, and delivery excellence.
  • Mentor delivery coordinators and team members on your engagement, sharing knowledge and supporting their growth.
  • Foster a culture of transparency, continuous improvement, and high performance across the engagement.
  • Contribute to improving delivery practices, tools, and frameworks across engagements.
  • Participate in interviews for service team members and contribute input to hiring decisions.

Qualifications

• 3+ years of experience in software delivery, technical project management, or engineering leadership.
• Strong understanding of agile delivery practices (e.g., Scrum, Kanban).
• Experience managing distributed teams across onshore and offshore locations.
• Ability to deliver multi-platform digital systems in agile environments.
• Strong client-facing communication and relationship management skills.
• Exceptional English speaking ability.
• Experience with delivery tooling (e.g., Jira, Confluence, GitHub, Azure DevOps, CI/CD pipelines).
• Familiarity with cloud-native architectures and AI-enabled platforms.
• Demonstrable usage of AI tools to enhance delivery planning, reporting, and documentation (e.g., Claude).
• Scrum Master or equivalent certification preferred.
• Experience in regulated environments (e.g., utilities, government, finance) is a plus.

You’ll Do Well Here if You Are

• A doer.
• A fast learner who knows you don't know everything.
• Direct in a way that makes the work better.
• Obsessed with craft.
• Built for ownership.
• All in.
• Resourceful when the budget, timeline, or team is tight.
• Calm when it gets hot.
• Glad to be in the room with people who care as much as you do.