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.
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What you will do?
1. Project and Delivery Leadership
Lead the planning, execution, and closing of projects, ensuring adherence to timelines and the efficient achievement of productivity goals.
Implement agile methodologies (Scrum, Kanban, Lean) and ensure that all project phases align with client expectations and Blip’s business objectives.
Monitor delivery progress and take proactive corrective actions.
2. Stakeholder Management
Serve as the primary point of contact for strategic stakeholders (internal and external).
Ensure continuous and effective communication to manage expectations, resolve conflicts, and prevent crises.
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
Ensure that delivered solutions and services meet all established requirements and quality standards.
Implement and promote continuous improvement processes and the adoption of best practices.
Guarantee consistency and effectiveness in delivering innovative solutions.
4. Financial Management (Budget and Costs)
Manage project-related costs to maintain financial margins within approved parameters.
Optimize the use of available resources, balancing profitability with delivery quality.
Proactively identify and assess risks that may compromise project success.
Develop and implement effective mitigation strategies and ensure a rapid response to operational risks.
6. Growth Strategy and Clients
Align the strategic roadmap and deliveries with the client’s business needs.
Identify opportunities for developing new solutions and evolving conversational experiences.
Drive Blip’s revenue growth by expanding use cases and promoting customer loyalty.
7. People Management and Development
Supervise and develop Product Managers (PMs), focusing on their performance and continuous growth within a collaborative environment.
Indirectly manage the Service Squads, fostering a culture of innovation and accountability in the creation of Data- and AI-driven solutions.
Inspire team members (Blippers) to become references in service strategy and intelligent contact development.
Requirement and 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.
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. xpzdshu
By checking this box, I agree to allow Blip Global to retain my data for future opportunities for employment for up to 1096 days after the conclusion of consideration of my current application for employment.
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