applydigital - Delivery Manager
Requirements
• 5+ years in delivery or client-facing PM within a digital agency, consultancy, or managed services environment. • Demonstrable experience managing continuous delivery / retainer-based accounts, not solely fixed-scope projects. • Experience managing Scrum Masters or other delivery practitioners; track record of making people better through your management. • Background in a consulting, agency, or client-services environment strongly preferred. • Familiarity with eCommerce platforms (BigCommerce, Shopify, Magento or similar) is a meaningful asset. • Comfortable working in agile delivery frameworks (Scrum, Kanban, or hybrid). • Confident leading client-facing ceremonies and translating delivery data into clear business narratives. • Strong communicator at senior stakeholder level - written and verbal. • Data-driven: uses velocity, burn-down, and SLA metrics to inform decisions. • Proactive problem-solver; raises issues early and drives resolution without waiting to be asked. • Strong working knowledge of agile PM and product methodologies: backlog management, release governance, sprint planning. • Comfortable with budgets, SOWs, change orders, and retainer management. • Experienced in resource allocation across multiple concurrent accounts. • Organised and process-oriented; able to build lightweight tools and rituals that improve visibility and quality. • Contributes to forecasting and planning processes - brings data and perspective, even where final decisions sit with the Head of Managed Services. • People Leadership • High-empathy leader: coaches through honest feedback and genuine investment in development. • Comfortable delivering constructive feedback on sensitive performance matters. • Builds relationships across disciplines - works effectively with peers in Project Management, Client Services, and People Ops to address shared challenges. • Calm under pressure, especially during incidents and client escalations. • Familiarity with Jira, Confluence, Slack, or similar tooling. • Understanding of QA processes and release governance in a digital product context. • Experience with AI productivity tools and willingness to champion adoption. • ITIL Foundation or equivalent service management qualification. • People are at the core of everything we do at APPLY. We provide you with modern tools, systems and approaches, value your time, safety, and health, and strive to build a work community where you can thrive and grow. Here are a few benefits we offer to support you: • Agentic Delivery: Our people work in a modern way to deliver client outcomes. Broaden your skills on a range of engagements with international brands that have a global impact. • An inclusive and safe environment: We’re truly committed to building a culture where you are celebrated and everyone feels welcome and safe. • AI & Strategic Upskilling: Accelerate your professional growth with generous training budgets and mentorship, with a specific focus on Agentic AI expertise and the critical human skills required for the future of work. • Vacation policy: We value work–life balance, so you’ll enjoy 24 days of vacation plus 8 bank holidays to rest, recharge, and focus on what matters most. • Benefits: We use Vitality benefits designed to enhance your health, well-being, and work–life balance. • Flexible work arrangements: We work in a variety of ways, from remote, to in-office, to a blend of both.
Responsibilities
• Client Relationship Management • Client Ceremonies & Reporting • Act as the primary operational contact for assigned client accounts. • Lead client-facing ceremonies: sprint reviews, planning sessions, retrospectives, and status calls. • Produce and deliver monthly client service reports covering delivery progress, budgets, SLA performance, and roadmap. • Negotiate sprint priorities, scope changes, and delivery trade-offs directly with client stakeholders. • Manage expectations proactively, ensuring alignment between what was sold, what is scoped, and what is being delivered. • Escalate to the Head of Managed Services when commercial decisions or executive engagement is required. • Delivery Management • Delivery Standards • Own the delivery plan for each account: sprint cadence, release schedule, capacity allocation, and backlog health. • Ensure squads are delivering consistently and to agreed quality standards. • Set delivery standards and methodology expectations; the Scrum Master executes internal ceremonies within those guardrails. • Track and report on velocity, burn-down, and delivery health across accounts. • Remove blockers and manage cross-squad dependencies. • Internal Ceremony Oversight • Directly manage the Scrum Master who owns day-to-day internal ceremony facilitation. • Review health signals and intervene when standards are at risk. • Act as first point of escalation from the Scrum Master; escalate to the Head of Managed Services when required. • Release Coordination • Oversee release planning and governance executed by the Product Owner and Technical Lead. • Ensure release content, timing, and sign-off processes are followed consistently. • Accountable for client-facing release communications: briefing, go-live confirmation, and post-release reporting. • Incident & Escalation Management • Own the P1/P2 incident response process: triage, client communication, and resolution. • Serve as the first point of escalation for delivery issues and client concerns. • Coordinate with the Technical Lead and Scrum Master during incidents. • Conduct post-incident reviews; ensure learnings are documented and actioned, including client RCA’s and internal training. • Escalate unresolved delivery risks or people issues to the Head of Managed Services. • Team Management • People & Capacity • Directly manage Scrum Master: set expectations, coach, and conduct performance conversations. • Monitor squad capacity, workload balance, and resource allocation across accounts. • Support Product Owner development through guidance and feedback. • Advocate for sustainable workloads; raise capacity risks before they affect delivery or retention. • Foster a high-performance, positive team culture. • Coordinate cross-squad dependencies and ensure consistent delivery standards. • Lead new client onboarding into the Managed Services model: operating rhythm, tooling standards, and reporting cadence from day one. • Ensure continuity and clear expectations during transitions from project to retainer delivery. • Financial Management • Commercial Oversight • Own squad-level P&L visibility: hours, utilisation, revenue recognition, and margin. • Track account budgets against monthly retainer; flag risks early to the Head of Managed Services. • Drive change order processes when scope evolves. • Identify and flag upsell or scope extension opportunities. • Support the Head of Managed Services with data and context for forecasting, headcount planning, and renewal conversations.
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