Delivery Manager

1. Project Delivery Management
Oversee project delivery across all Departments to ensure on-time, high-quality outcomes.Monitor progress and address potential roadblocks proactively.Develop and implement processes to optimize delivery timelines and quality.2. Team ManagementAct as the reporting manager for all Account Managers and Project Managers.Conduct regular team reviews to evaluate performance and provide constructive feedback.Facilitate collaboration across teams to align goals and priorities.3. Client Escalation ManagementServe as the first point of contact for client escalations.Resolve issues swiftly and effectively, ensuring client satisfaction and retention.Establish protocols to minimize future escalations and improve service levels.4. Communication and CoordinationManage inter and intra-team communication for seamless operations.Act as a bridge between creative, technical, marketing and account teams to ensure alignment.Host regular status update meetings and share insights with leadership.5. Reporting and AnalysisProvide detailed project status reports to leadership, including risks and opportunities.Analyze delivery metrics and recommend improvements for efficiency.Key Performance Indicators (KPIs):On-time project delivery percentage.Reduction in client escalations.Team productivity and performance metrics.Client satisfaction and retention rates.Process improvement implementation rate.Qualifications and Skills:Experience: Minimum 7-9 years in project delivery or operations management, preferably in IT services, digital marketing, or design agencies.Leadership Skills: Proven ability to lead and motivate teams effectively.Client Management: Expertise in handling escalations and building strong client relationships.Process Orientation: Strong understanding of delivery processes and project management tools (e.g., Jira, Trello, Slack, Zoho Projects, etc).Communication: Excellent verbal and written communication skills.Problem-Solving: Ability to make quick decisions under pressure while balancing multiple priorities.