Delivery manager
OnX · Chennai, India ·
- Category
- Project management
- Experience
- 3+ years
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
Area
Requirement
Overall IT / Managed Services
3–5 years
SharePoint & Power Platform
2–3 years
SLA Monitoring / ITSM Tools
1–2 years
Client-Facing / Coordination
2–3 years
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