Delivery Manager

Vera Solutions

Position Overview

Delivery Managers at Vera are accountable for the delivery of our Managed Services engagements — the long-term relationships that keep our clients’ systems healthy and evolving as the technology landscape and organizational needs change over time. They own the commercial health of each engagement, act as the escalation point when issues grow beyond the day-to-day, and hold the senior client relationship. Where Project Managers deliver to a defined end date and a fixed set of deliverables, Delivery Managers sustain quality over time, across a portfolio of engagements that all run at once.

Managed Services Consultants are the technical resources, responsible for day-to-day delivery and client communication. Delivery Managers enable, support, and oversee managed services consultants, spotting risks early, protecting hours and scope, and stepping in when there are client escalations that consultants cannot independently resolve. This is a fast-paced environment where attention is split across many clients, and the work is cadence-driven rather than deadline-driven: the discipline is in doing the weekly and monthly routines consistently, so that problems surface while they are still small. We are looking for someone commercially sharp, unusually organised, calm in a difficult client conversation, and genuinely invested in the mission of the organisations we serve.

Primary Responsibilities:

• Own delivery accountability across a portfolio of engagements: Serve as the designated Delivery Manager on Managed Services engagements, holding accountability for the quality and continuity of what Vera delivers. Run the weekly and monthly cadences that keep each engagement visible — reviewing consultant status updates, hours utilisation, and resource plans — and act on what they tell you.
• Protect Vera’s commercial and delivery interests: Understand the commercial parameters of every engagement and keep it within contracted hours and scope. Monitor utilisation trends and address over- and under-consumption with the client before it becomes a surprise. Identify renewal, top-up and service amendment opportunities early, and make sure clients understand any additional cost before it is incurred.
• Monitor engagement health and manage risk: Identify issues early, while they are still manageable. Ensure risks are documented, mitigated, tracked, and discussed openly with both the client and the internal team. Maintain engagement health scoring and be ready to speak to the health of your accounts in internal account reviews.
• Act as the escalation point and senior client relationship owner: Handle significant risks, out-of-scope discussions, and critical issues that the Consultant could not resolve independently — resolving them efficiently and with minimal client disruption. Maintain a strong relationship with senior client stakeholders through regular check-ins, understand their satisfaction and emerging needs, and represent Vera professionally in every interaction.
• Enable and oversee the engagement team: Ensure each engagement has adequate capacity to meet client needs, and optimise the resourcing you have to maximise value within contract hours. Support consultants to do their best work rather than doing it for them: unblock, coach, cover for leave and transitions.
• Run the engagement lifecycle: Take engagements through kick-off, monthly reporting, renewal and close-out. Lead handovers from Sales Drivers, set up new engagements correctly from day one, send monthly utilisation reports, manage renewals and amendments to timeline, and close engagements out cleanly with the client and internally.
• Foster trusted client partnerships: Engage actively with the broader account team to understand each client’s long-term objectives and strategic roadmap. Build enduring relationships with key client stakeholders grounded in trust and partnership—moving beyond risk prevention to help clients realize sustained value and strategic growth over time.
• Maintain accurate systems and data: Keep Salesforce, Jira boards, resource planners and account documentation current at all times — project records, budgets, agreements, health scores and resourcing. Good decisions here depend on good data, and the Delivery Manager owns it.
• Contribute to growth and learning: Contribute to the Managed Services practice — sharing learnings, improving how we run engagements, and helping build the standards and tooling the team works to. Stay current with the tools, technologies and delivery approaches that can make our service better.

Qualifications and Experience

• Essential

• Bachelor’s degree – what you studied isn’t critical; what you’re passionate about is

• 3+ years of relevant experience, including:

• Owning ongoing client relationships and service delivery in a client-facing environment

• Working in consulting, managed services, professional services or a similarly fast-paced setting with shifting priorities

• Demonstrated experience in delivery or service management, including:

• Managing engagements to commercial parameters — contracted hours, scope, budget and renewals

• Coordinating people and capacity across several concurrent engagements

• Using delivery management, resourcing and ticketing tools

• Commercial awareness — you are comfortable discussing contracts, hours, renewals and additional costs directly with a client, and you can spot an upsell or an at-risk renewal before it lands on you

• Excellent written and verbal communication skills with the ability to:

• Communicate professionally and clearly with clients and colleagues

• Manage difficult conversations, escalations, and expectation-setting

• Manage senior client stakeholders to effective outcomes

• Strong organizational skills and the discipline to sustain recurring cadences across many engagements without letting any of them drift

• Strong in stakeholder communication, relationship building, and teamwork

• Analytical and problem-solving skills — do problems slow you down or drive you to seek solutions?

• Strong aptitude for technology and data — you are comfortable working in and across digital platforms and tools

• Uses Claude (or similar AI tools) thoughtfully to accelerate analysis and presentation of information, while taking full ownership of the accuracy of anything delivered to a client.

• Demonstrated interest in social sector work — the mission matters to you

• Desirable

• Experience with Salesforce or similar CRM and data management platforms

• Experience managing recurring or subscription-based service contracts, including renewals, amendments and revenue retention

• Formal certification in service or project management (e.g. ITIL, PMP, Prince2, PMI-ACP, or Scrum certification)

• Experience working with support ticketing and backlog tools such as Jira

• Experience using AI tools appropriately to enhance delivery — for example, in meeting summaries, status reporting, risk tracking or client communications

• Prior experience in the social impact, nonprofit, international development or humanitarian sectors

• Working knowledge of system design, databases or tech for good solutions

• Experience managing or mentoring team members — with an interest in developing people

• Experience working in a globally distributed team

• What Makes Vera A Great Place to Work

• Our Values

• In everything we do, we’re guided by our core values: Excellence, Sustainability, Teamwork, Leadership, and Impact

• Our Mission

• As a certified B Corporation, we meet the highest social and environmental standards in pursuit of our mission.

• Our Global Team

• Our wonderfully diverse team spans 5 continents and speaks more than 15 different languages.

• Growth Opportunities

• We are invested in and committed to making training, learning, and development one of Vera’s signature strengths.

• Diversity & Inclusion

• We value our culture of diversity and inclusion in the workplace. We bring our full selves to work and position each other to thrive.

• Rising Leaders Program

• We run an annual leadership development initiative for emerging leaders at Vera.