Managed Services Delivery Manager

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🕒 5 days ago

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Robots & Pencils

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

💰 Venture Round on 2022-04

Artificial Intelligence • B2B • SaaS

Robots & Pencils is a digital innovation firm that specializes in developing digital strategies and products utilizing mobile, web, and frontier technologies to drive transformation for businesses. They focus on areas such as mobile development, product design, UX research, artificial intelligence, machine learning, and organizational change management. With a commitment to blending creativity with technology, they aim to unlock data insights and enhance product innovation, ultimately delivering excellent customer experiences and helping brands gain a competitive edge.

📋 Description

• 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 • 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 • 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

🎯 Requirements

• 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

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities