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Managed Services Delivery Manager

1 month, 2 weeks ago
Brazil, Colombia
Full-time
Mid Level
Program Manager
Project and Program Management
Agile AWS Azure Confluence GitHub JIRA Kanban Scrum
Apply Now
Robots & Pencils

Robots & Pencils

Robots & Pencils is a digital innovation firm that assists organizations in leveraging mobile, web, and AI technologies to modernize their operations and create efficient, user-centered solutions that enhance productivity and decision-making.

IT Services
51-250
Founded 2009
View All Jobs 14

Description

  • Own end-to-end delivery of one or more managed services engagements, ensuring service commitments, SLAs, and quality targets are met.
  • Run the operating cadence across intake, prioritization, backlog refinement, and recurring delivery for cross-functional service teams.
  • Manage releases, enhancements, and change requests for production systems while protecting stability and uptime.
  • Identify and proactively manage dependencies, risks, escalations, and potential SLA breaches before they affect the client.
  • Define, track, and report service KPIs and SLAs to guide decisions and manage service health.
  • Oversee incident, problem, and change management to ensure issues are resolved within agreed response and resolution targets.
  • Serve as the primary delivery contact for clients and build trusted relationships through clear communication and transparency.
  • Lead stakeholder working sessions and delivery forums with confidence.
  • Communicate progress, risks, and tradeoffs to executive and non-technical audiences.
  • Support senior delivery managers and client partners in identifying opportunities to expand value within the engagement.
  • Lead delivery teams across onshore and offshore locations and foster accountability and collaboration.
  • Mentor delivery coordinators and team members and contribute to a culture of continuous improvement.
  • 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, such as Scrum and 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 such as Jira, Confluence, GitHub, Azure DevOps, and CI/CD pipelines.
  • Familiarity with cloud-native architectures and AI-enabled platforms.
  • Demonstrable use of AI tools to enhance delivery planning, reporting, and documentation, such as Claude.
  • Scrum Master or equivalent certification preferred.
  • Experience in regulated environments such as utilities, government, or finance is a plus.

Benefits

  • Applications are only considered from candidates outside Colombia and Brazil will not be considered for this role.
  • Opportunity to work at an applied AI engineering firm focused on getting AI into production fast.
  • Work with a senior team that averages 15+ years of experience.
  • Delivery centers across Canada, the United States, Eastern Europe, and Latin America.
  • Chance to work on enterprise AI co-worker engagements across multiple industries.

Interested in this position?

Apply directly on the company website

Apply Now

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