Position OverviewAs 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 MattersDelivery 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.What You’ll DoCraft & DeliveryOwn end-to-end delivery of one or more managed services engagements, ensuring service commitments, SLAs, and quality targets are consistently metRun the operating cadence—intake, prioritization, backlog refinement, and recurring delivery—across one or more cross-functional service teamsManage releases, enhancements, and change requests against systems already in production while protecting stability and uptimeIdentify and proactively manage dependencies, risks, escalations, and potential SLA breaches before they impact the clientDefine, track, and report service KPIs and SLAs, using data to guide decisions, manage service health, and inform tradeoffs across scope, capacity, and budgetOversee incident, problem, and change management, ensuring issues are resolved within agreed response and resolution targetsBring an AI-forward mindset to your daily work, using tools like Claude to enhance delivery planning, reporting, and stakeholder communicationsCollaboration & CommunicationServe as the primary delivery contact for clients, building trusted relationships through transparency, consistency, and clear communicationLead stakeholder working sessions and delivery forums with confidenceCommunicate progress, risks, and tradeoffs clearly to executive and non-technical audiencesSupport Senior Delivery Managers and Client Partners in identifying opportunities to expand value within the engagementLeadership & InfluenceLead delivery teams across onshore and offshore locations, fostering accountability, collaboration, and delivery excellenceMentor delivery coordinators and team members on your engagement, sharing knowledge and supporting their growthFoster a culture of transparency, continuous improvement, and high performance across the engagementContribute to improving delivery practices, tools, and frameworks across engagementsParticipate in interviews for service team members and contribute input to hiring decisionsWhat You’ll Bring3+ years of experience in software delivery, technical project management, or engineering leadershipStrong understanding of agile delivery practices (e.g., Scrum, Kanban)Experience managing distributed teams across onshore and offshore locationsAbility to deliver multi-platform digital systems in agile environmentsStrong client-facing communication and relationship management skillsExceptional English speaking abilityExperience with delivery tooling (e.g., Jira, Confluence, GitHub, Azure DevOps, CI/CD pipelines)Familiarity with cloud-native architectures and AI-enabled platformsDemonstrable usage of AI tools to enhance delivery planning, reporting, and documentation (e.g., Claude)Scrum Master or equivalent certification preferredExperience in regulated environments (e.g., utilities, government, finance) is a plusYou’ll Do Well Here if You AreA 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 weekly. You're senior enough to know better and curious enough to keep learning anyway.Direct in a way that makes the work better. You give honest feedback. You'd rather have the hard conversation than blow smoke.Obsessed with craft. You know genius is in the details. You ship exceptional, not perfect, and you don't put your name on work you wouldn't stand behind.Built for ownership. You honor commitments, admit mistakes fast, and back your teammates when a decision costs something. No handoffs, no finger-pointing.All in. You treat clients' businesses like your own. You take the work seriously without taking yourself seriously.Resourceful when the budget, timeline, or team is tight. Constraints don't slow you down. They sharpen you.Calm when it gets hot. When scope, timeline, and stakeholders pull in three directions, you slow the room down enough to make the right call. You’d rather raise the hard trade-off in week two than absorb it in week eight.Glad to be in the room with people who care as much as you do. Our teams average fifteen-plus years of experience. We hire people who push each other to do better work.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.
13 days ago