Managed Services Delivery Manager

Responsibilities

• Craft & Delivery
• Own end-to-end delivery of one or more managed services engagements, ensuring service commitments, SLAs, and quality targets are consistently met
• Run the operating cadence-intake, prioritization, backlog refinement, and recurring delivery-across one or more cross-functional service teams
• Manage releases, enhancements, and change requests against systems already in production while protecting stability and uptime
• Identify and proactively manage dependencies, risks, escalations, and potential SLA breaches before they impact the client
• Define, track, and report service KPIs and SLAs, using data to guide decisions, manage service health, and inform tradeoffs across scope, capacity, and budget
• Oversee incident, problem, and change management, ensuring issues are resolved within agreed response and resolution targets
• Bring an AI-forward mindset to your daily work, using tools like Claude to enhance delivery planning, reporting, and stakeholder communications
• Collaboration & Communication
• Serve as the primary delivery contact for clients, building trusted relationships through transparency, consistency, and clear communication
• Lead stakeholder working sessions and delivery forums with confidence
• Communicate progress, risks, and tradeoffs clearly to executive and non-technical audiences
• Support Senior Delivery Managers and Client Partners in identifying opportunities to expand value within the engagement
• Leadership & Influence
• Lead delivery teams across onshore and offshore locations, fostering accountability, collaboration, and delivery excellence
• Mentor delivery coordinators and team members on your engagement, sharing knowledge and supporting their growth
• Foster a culture of transparency, continuous improvement, and high performance across the engagement
• Contribute to improving delivery practices, tools, and frameworks across engagements
• Participate in interviews for service team members and contribute input to hiring decisions

Requirements

• 3+ years of experience in software delivery, technical project management, or engineering leadership
• Strong understanding of agile delivery practices (e.g., Scrum, Kanban)
• Experience managing distributed teams across onshore and offshore locations
• Ability to deliver multi-platform digital systems in agile environments
• Strong client-facing communication and relationship management skills
• Exceptional English speaking ability
• Experience with delivery tooling (e.g., Jira, Confluence, GitHub, Azure DevOps, CI/CD pipelines)
• Familiarity with cloud-native architectures and AI-enabled platforms
• Demonstrable usage of AI tools to enhance delivery planning, reporting, and documentation (e.g., Claude)
• Scrum Master or equivalent certification preferred
• Experience in regulated environments (e.g., utilities, government, finance) is a plus
• You'll Do Well Here if You Are
• A doer. You see something broken and fix it. You'd rather move on clarity than wait for certainty.
• A fast learner who knows you don't know everything. The AI landscape changes

Benefits

Additional Information

APPLICATIONS FROM OUTSIDE COLOMBIA AND BRAZIL WILL NOT BE CONSIDERED FOR THIS ROLE Robots & Pencils is an applied AI engineering firm building the next frontier of business architecture. We design and ship AI co-workers that integrate into enterprise operations and deliver measurable results for our clients. We're all in on AWS, combining deep UX capability with senior engineering talent to get AI into production fast and keep it there. We've earned the trust of leaders across Consumer Products and Retail, Education, Energy, Financial Services, Healthcare, and Manufacturing and more, and earned a reputation as the nimble alternative to traditional global systems integrators. Founded in 2009, with delivery centers in Canada, the United States, Eastern Europe, and Latin America, we are smaller, faster, and more senior by design. Our teams average 15+ years of experience. We move fast, sweat the details, and build things that actually ship. Position Overview As a Managed Services Delivery Manager, you own the ongoing delivery of one or more managed services engagements: keeping AI co-workers and the systems around them running in production, meeting service-level commitments, and serving as the steady delivery partner the client relies on. You bring the discipline to run a predictable service, the judgment to navigate everyday trade-offs, and the ownership to make sure the work stays healthy long after go-live. Why This Role Matters Delivery Managers are where Robots and Pencils' promise of "production-ready AI in 30 to 45 days" turns into actual project plans, sprint cadences, and shipped work. On the projects you run, you set the pace of delivery, the discipline behind it, and the trust that builds when the team consistently ships on time. The work moves only as fast as someone is willing to own the plan, surface trade-offs early, and keep the team pulling in the same direction.

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