Delivery Manager

Our client is an international service-oriented company working with global clients and distributed teams. The company operates in a dynamic, fast-paced environment where delivery quality, client trust, operational efficiency, and strong business judgment are critical to success.

We are looking for a senior Delivery Manager who will be responsible for ensuring high-quality client delivery, coordinating internal teams, supporting hiring and team growth, and driving operational improvements.

This role is a strong fit for someone who combines mature client-facing communication, analytical thinking, common sense, and the ability to make sound decisions in ambiguous situations. The person should be comfortable working with different client profiles, managing sensitive conversations, preventing escalations, and balancing client expectations with internal business priorities.

Key responsibilities

• Act as a senior coordination point between delivery teams, HR, Finance, Client/Account teams, and leadership to ensure smooth service delivery and timely decision-making.
• Manage communication with different types of client stakeholders, including structured and data-driven clients, relationship-driven clients, emotional or escalation-prone clients, and clients who require proactive verbal alignment.
• Represent the company professionally in complex client-facing conversations, balancing transparency, business interests, operational realities, and long-term client trust.
• Develop a deep understanding of hiring priorities, client expectations, financial constraints, margin targets, workload, and internal team capacity.
• Use business judgment and situational awareness to make sound decisions in sensitive or ambiguous situations, even when there is no detailed instruction or perfectly structured process.
• Anticipate stakeholder reactions, identify potential risks, and prevent escalations before they happen.
• Handle internal and client-related escalations connected to delivery performance, hiring progress, team capacity, communication gaps, or process breakdowns.
• Analyze hiring metrics, margin trends, workload, team performance, client expectations, and operational risks to provide practical recommendations.
• Prepare and share regular delivery reports and strategic insights with stakeholders, including hiring progress, margin performance, workload status, hiring analytics, and delivery risks.
• Coordinate workload distribution across internal delivery teams, ensuring balance, fairness, delivery continuity, and operational efficiency.
• Develop contingency plans to prevent delivery disruptions caused by underperformance, staffing gaps, changing client priorities, or process inefficiencies.
• Support Team Leads in building high-performing delivery teams through feedback cycles, training plans, performance discussions, and professional development initiatives.
• Participate in discussions related to rates, compensation adjustments, bonuses, raises, or other financial decisions, ensuring alignment with performance, budget limits, and client context.
• Identify opportunities for hiring expansion, process improvement, team optimization, and scalable delivery workflows.
• Contribute to cross-functional projects, internal process improvements, operational audits, and delivery strategy initiatives.

Requirements

• 3+ years of experience in delivery management, account management, customer success, service delivery, BPO, outsourcing/outstaffing, international client operations, or a similar client-facing operational role.
• 3+ years of experience in team leadership, performance management, delivery coordination, or cross-functional team management.
• Proven experience working with international clients or stakeholders.
• Strong senior-level client-facing communication skills, including the ability to manage sensitive conversations independently.
• Ability to adapt communication style to different client personalities, expectations, communication cultures, and emotional contexts.
• Strong business judgment and common sense in situations where not all details are explicitly documented.
• High situational awareness: ability to read the room, understand stakeholder dynamics, anticipate reactions, and prevent unnecessary escalations.
• Analytical thinking: ability to connect metrics, margins, workload, delivery speed, team capacity, and client risks into practical business decisions.
• Comfort working in a fast-changing, ambiguous environment with shifting priorities and short execution cycles.
• Strong organizational and project management skills.
• Problem-solving mindset and ability to take ownership of complex situations.
• Emotional maturity, stress tolerance, and calm communication under pressure.
• Fluency in English and Ukrainian/Russian.
• University degree in a relevant field.

Will be a plus

• Experience in recruitment delivery, staffing, outsourcing, outstaffing, or BPO environments.
• Experience managing accounts or delivery for clients with different communication styles and business expectations.
• Interviewing or hiring process management skills.
• Experience participating in financial discussions related to margins, rates, compensation, or delivery profitability.
• Experience improving operational processes or building scalable delivery workflows.