Delivery Manager

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.

 

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.

5. Risk Management

• 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.

• 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.