Overview
The Delivery Manager is a strategic and crucial role focused on the end-to-end management of customer service operations. Its main objective is to ensure that solutions are delivered profitably, strictly meeting deadlines, budgets, and the highest quality standards. This role acts as a results-oriented leader, ensuring customer satisfaction and aligning service execution with Blip’s strategic objectives.
Responsibilities
* 1. Project and Delivery Leadership
o Lead the planning, execution, and closing of projects, ensuring adherence to timelines and the efficient achievement of productivity goals.
o Implement agile methodologies (Scrum, Kanban, Lean) and ensure that all project phases align with client expectations and Blip’s business objectives.
o Monitor delivery progress and take proactive corrective actions.
* 2. Stakeholder Management
o Serve as the primary point of contact for strategic stakeholders (internal and external).
o Ensure continuous and effective communication to manage expectations, resolve conflicts, and prevent crises.
o Facilitate smooth collaboration between technical teams, commercial teams, and the client to ensure a unified understanding of requirements and objectives.
* 3. Quality and Continuous Improvement
o Ensure that delivered solutions and services meet all established requirements and quality standards.
o Implement and promote continuous improvement processes and the adoption of best practices.
o Guarantee consistency and effectiveness in delivering innovative solutions.
* 4. Financial Management (Budget and Costs)
o Manage project-related costs to maintain financial margins within approved parameters.
o Optimize the use of available resources, balancing profitability with delivery quality.
* 5. Risk Management
o Proactively identify and assess risks that may compromise project success.
o Develop and implement effective mitigation strategies and ensure a rapid response to operational risks.
* 6. Growth Strategy and Clients
o Align the strategic roadmap and deliveries with the client’s business needs.
o Identify opportunities for developing new solutions and evolving conversational experiences.
o Drive Blip’s revenue growth by expanding use cases and promoting customer loyalty.
* 7. People Management and Development
o Supervise and develop Product Managers (PMs), focusing on their performance and continuous growth within a collaborative environment.
o Indirectly manage the Service Squads, fostering a culture of innovation and accountability in the creation of Data- and AI-driven solutions.
o Inspire team members (Blippers) to become references in service strategy and intelligent contact development.
Qualifications
* Experience: Proven track record in project management and service delivery within the technology sector, with emphasis on conversational solutions, Artificial Intelligence (AI), or digital service.
* Methodologies: Strong command of agile methodologies and project management frameworks (Scrum, Kanban, Lean).
* Leadership Skills: Strong leadership and team management capabilities, with a focus on talent development and high performance.
* Communication: Excellent communication and negotiation skills, with the ability to manage expectations and influence stakeholders at all levels.
* Proactivity: Ability to identify growth opportunities and propose innovative solutions that meet client needs.
* Language: English required.
* Work Model: Availability for hybrid work.
Nice to have
* Knowledge of additional languages.
* Experience in financial management of projects, including cost control and profit margins.
#J-18808-Ljbffr