Job Description

Title: Delivery Manager - Digital Engineering [Telecom] - Seattle/San Jose/Dallas

About the Team:

You will be part of the Delivery team at iOPEX which looks for vibrant individuals who share the common values of Intrapreneurship, Customer Focus, Integrity, and Transparency, which we call as the “iOPEX Code”.

Role Description

This is a full-time on-site role for a Delivery Manager,

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
• Acts as the primary point of contact for client inquiries, escalations, and feedback.
• Understands client business needs and objectives to tailor required services accordingly.
• Ensures the successful delivery of Engineering services to clients, meeting service level agreements (SLAs) and quality standards.
• Collaborates with technical teams to resolve client issues promptly.
• Monitors and assesses client satisfaction regularly through feedback mechanisms.
• Takes proactive measures to address client concerns and continuously improve service quality.
• Develops account plans and strategies to enhance client engagement and retention.
• Identifies opportunities for upselling or cross-selling additional services.
• Ensures that service delivery aligns with contractual agreements and compliance requirements.
• Consults with legal team to ensure that all contract escalations are addressed with contract governance.
• Monitors and reports on contract performance.
• May oversee financial aspects of client accounts, including budgeting and forecasting.
• May manage billing and invoicing processes.
• Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
• Identifies and mitigates risks associated with service delivery and client relationships.
• Develops contingency plans for potential disruptions.
• Maintains accurate records, client documentation, and incident reports.
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

Knowledge, Skills and Attributes:

• Passionate about Engineering service delivery with a strong ability to manage a coordinated delivery of service.
• Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Seasoned understanding of managed services, including Application Development, infrastructure, cloud, security, and support.
• Seasoned proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
• Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
• Ability to work under pressure and has exceptional organizational skills and attention to detail
• Ability to work collaboratively with cross-functional teams.
• Adaptability and a customer-focused mindset.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Required Experience:

• Experience in Telecom Domain
• Seasoned demonstrated experience in a managed services and/or Application development space
• Seasoned demonstrated experience in managed services - service delivery and client management.
• Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.

About iOPEX Technologies

iOPEX Technologies is a global leader in delivering innovative digital operations and transformative technology solutions to enterprises worldwide. Leveraging deep expertise in automation, analytics, and AI, iOPEX partners with organizations to optimize their IT and business processes, ensuring seamless integration and superior performance. Founded in 2009, we have grown to become a trusted transformation partner for over 70+ global enterprises, including Fortune 500 companies.

Our global workforce of 3,800+ professionals spans San Jose & Dallas (USA), the United Kingdom, Poland, the Philippines, and multiple centers in India (Chennai, Bengaluru, Gurugram & Indore). These strategically positioned delivery centers enable us to provide 24/7 operational excellence and deep local market expertise while maintaining consistent global standards of service delivery.

At iOPEX, you`ll work with cutting-edge technologies, collaborate with global brands, and be part of a culture that values innovation and continuous learning. Join us in shaping the future of digital operations and delivering transformative solutions that make a real impact.

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