Delivery Manager

Job Title: Delivery Manager

Location: Columbus, OH

Duration: Fulltime

Salary Range: $140,000 -$150,000 year

Job Description:

Must Have Technical/Functional Skills

1. Strong Customer facing skills

2. Enable farming of account and develop growth opportunities

Roles & Responsibilities

1. Client Relationship & Account Ownership

• Act as primary interface between client leadership
• Build strong relationships with Directors, Business Heads, and Account Stakeholders
• Own overall account satisfaction (CSAT/CSI) and engagement health

____

2. End-to-End Service Ownership (Across Towers/Portfolios)

• Drive integrated delivery across various portfolios
• Ensure SLA/KPI adherence, quality, and timeliness of deliverables
• Oversee:

o Incident / Problem / Change governance

o Production stability and business continuity

____

3. Demand Management & Business Alignment

• Understand client business priorities (Utilities domain - grid, billing, trading, compliance)
• Convert business needs into:

o Enhancements

o Projects

o Transformation initiatives

• Work with delivery teams to shape solutions and execution strategy

____

4. Governance & Executive Reporting

• Lead all governance forums:

o Weekly operational reviews

o Monthly PMR / QBR

o Leadership connects

• Present:

o SLA/KPI performance

o Risks & mitigation plans

o Improvement roadmap

• Track and ensure closure of actions from governance meetings

____

5. Financial & Commercial Accountability

• Own account-level metrics:

o Revenue realization

o Resource utilization

o Gross margin

• Identify growth opportunities (new SoW, additional applications scope)
• Support contract renewals, pricing, and commercial discussions

____

6. Risk & Escalation Management

• Identify delivery risks proactivel y:

o Resource gaps (e.g., onsite bandwidth issues)

o SLA/KPI risks

• Manage:

o Client escalations

o Critical incidents with high business impact

• Drive RCA-based corrective and preventive actions

____

7. Onsite-Offshore Coordination

• Ensure seamless coordination between:

o Onsite team (client-facing)

o Offshore delivery teams

• Maintain structured cadence:

o Daily ops calls

o Weekly service reviews

o Leadership connects

• Enable alignment on priorities, risks, and deliverables

____

8. Client Feedback & Continuous Improvement

• Capture structured client feedback and expectations
• Drive:

o Automation initiatives (RiO, productivity)

o Service improvements

o Innovation adoption

• Translate feedback into actionable improvement plans

____

9. Compliance & Utilities Domain Governance

• Ensure adherence to:

o Security standards (e.g., NERC/CIP for utilities)

o Audit and compliance requirements

• Align delivery with:

o Regulatory standards

o Customer-specific policies

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.