Delivery Manager-IT Services
Job Location-Chesterfield, MO 63017 (Candidate needs to work 5 Days at the Client Office)
Long Term
Role Summary
The Delivery Manager is responsible for end-to-end delivery of IT services and programs, ensuring outcomes are met on time, within budget, and aligned to quality standards while driving customer satisfaction and operational excellence.
The role also encompasses transition management and production support oversight, ensuring seamless service continuity and stability across engagements. '
Key Responsibilities
Own and manage end-to-end delivery of multiple projects/programs across accounts.
Ensure adherence to SLAs, KPIs, quality standards, and governance frameworks.
Act as the primary escalation point for delivery issues, risks, and production incidents.
Manage client relationships and ensure high levels of customer satisfaction and retention.
Lead, mentor, and manage delivery and support teams, including capacity planning and resource optimization.
Oversee production support operations, ensuring system stability, incident resolution, and adherence to support SLAs.
Drive and manage transition activities (knowledge transfer, service onboarding/offboarding, stabilization).
Ensure smooth handover from development to production support teams, maintaining service continuity.
Track and manage financials including budgets, margins, forecasting, and cost optimization. Drive continuous improvement, transformation initiatives, and service excellence programs.
Ensure compliance with ITIL practices and maintain operational efficiency across services.
Key Skills & Experience
15-20 years of experience in IT services delivery, including managing large and complex engagements.
Strong experience in program/project management and Agile/Hybrid delivery models.
Proven experience in production support management and transition lifecycle.
Strong understanding of ITIL processes (Incident, Problem, Change Management).
Experience managing SLAs, KPIs, and delivery governance models.
Excellent stakeholder management and executive-level communication skills.
Strong knowledge of delivery financials, including budgeting and margin management.
Demonstrated leadership and people management skills across global teams.
Success Measures On-time, on-budget, high-quality delivery Service stability and adherence to production SLAs
Successful transition execution and stabilization
Customer satisfaction and retention Team performance, engagement, and productivity