Delivery manager

Role Overview
The Delivery Manager supports the delivery of SharePoint and Power Platform managed services, ensuring SLA compliance, coordinating project activities, and serving as a point of contact for client queries. This role works closely with engineers, project managers, and senior delivery leads to maintain service quality and client satisfaction.

Key Responsibilities

Service Delivery & SLA Support

• Monitor and track SLA performance across SharePoint and Power Platform managed services, including ticket queues, response times, and resolution times against contractual commitments
• Identify early SLA risk trends and flag concerns to the delivery lead or engineering team for corrective action
• Support incident management by coordinating communication between technical teams and clients during escalations
• Maintain accurate service reports and dashboards for internal and client-facing reviews

Project Coordination

• Maintain visibility into active SharePoint and Power Platform projects and track delivery milestones
• Coordinate with project managers and technical leads to follow up on open actions and flag delivery risks
• Assist in tracking change requests, project status updates, and client expectations
• Support scoping discussions and resource coordination for new project work under guidance of senior leads

Team Coordination & Operations

• Assist in workload tracking and coverage coordination across the engineering team
• Support onboarding and training coordination for new team members
• Maintain accurate records for timecards, PTO tracking, and operational documentation
• Contribute to a collaborative and accountable team culture aligned with CBTS values
• Regular One on One’s with Team members

Client & Stakeholder Support

• Act as a first point of contact for assigned clients on routine delivery matters and service queries
• Escalate complex client issues to senior delivery leads promptly and with full context
• Help build strong client relationships by ensuring timely follow-ups and clear communication
• Identify and report opportunities to improve service quality or expand client engagement

Experience & Qualifications

Preferred Certifications

• ITIL v4 Foundation
• Microsoft Certified: Power Platform Fundamentals (PL-900)
• Microsoft 365 Fundamentals (MS-900)
• Scrum Fundamentals or Agile awareness

Key Competencies

• Strong communication and follow-through
• Analytical mindset with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Client-first attitude with a collaborative working style
• Familiarity with ITSM tools such as ServiceNow or Jira