About the position
The Technical Delivery Manager / Delivery Account Manager is accountable for end-to-end delivery management, client satisfaction, financial health, and people leadership across a portfolio of projects or programs. The role ensures operational excellence, governance, and profitability while maintaining strategic alignment with client objectives.
Must Have:
- Delivery Program Management
- Proven track record of managing complex, multi-project programs across delivery in Agile/Waterfall/hybrid models.
- Strong governance and risk management capabilities to ensure on-time, on-budget, and quality delivery.
- Experience defining and tracking KPIs (SLAs, quality metrics, velocity, customer satisfaction).
- Ability to lead delivery and business reviews, audits, and escalations at all level.
- Portfolio Project Oversight
- Hands-on experience managing large delivery portfolios, ensuring resource optimisation and dependency management.
- Expertise in project planning, prioritisation, and execution tracking.
- Ability to report on portfolio health and proactively mitigate risks and issues.
- Stakeholder Management
- Strong client-facing experience with executive-level communication and expectation management.
- Proven ability to build and sustain trust-based relationships with key client stakeholders — from program sponsors and department heads to CXO-level executives.
- Acts as the single point of accountability for delivery, ensuring transparent communication and alignment with client leadership.
- Ensures consistent and timely communication across multiple stakeholder layers, avoiding information silos or surprises.
- Financial Management
- PL ownership experience — revenue, cost control, and margin optimisation.
- Skilled in forecasting, invoicing, and financial reporting for portfolio accounts.
- Demonstrated ability to align delivery structure with commercial contract/SoW and account growth targets.
- People Management
- Experience managing cross-functional, geographically distributed teams.
- Proven record of performance management, career development, and team engagement.
- Resource planning, upskilling, cross-skilling, and competency development aligned to portfolio readiness.
- Governance Compliance
- Experience implementing and adhering to standard delivery frameworks.
- Strong knowledge of compliance and audit processes.
- Risk Management
- Proactively identifies expectation gaps between contractual obligations, client and delivery teams, and works to bridge as early as possible.
- Anticipates and mitigates delivery risks through structured risk logs, early warning mechanisms, mitigation plans, and stakeholder buy-in.
- Adept at setting realistic timelines and commitments and ensuring stakeholders are aligned on dependencies and trade-offs.
Core Skills
- Excellent communication, analytical, and problem-solving skills.
- High ownership mindset with strong decision-making under pressure.
- PMP / PRINCE2 / SAFe / PgMP certification (at least one strongly preferred).
Good to Have
- Strategic Business Acumen
- Experience contributing to account growth including presales, and proposal solutioning.
- Ability to link delivery outcomes with client’s strategic business goals.
- Experience in contract management, renewals, and SoW negotiations.
- Financial Operational Insights
- Familiarity with margin improvement initiatives and cost optimisation levers.
- Experience in building delivery dashboards and executive reports.
- Leadership Culture
- Demonstrated experience in building high-performing teams and delivery excellence culture with ability to transform delivery models
- Strong interpersonal skills for cross-functional collaboration with Sales, HR, and Engineering leaders.
- Domain / Industry Exposure
- Domain knowledge on Media is a value add.
- Understanding of digital transformation, modernisation, cloud, or managed services engagements.
Desired Skills:
- Systems Analysis
- Complex Problem Solving
- Programming/configuration
- Critical Thinking
- Time Management
