Delivery Manager

Location: Apply Digital is hybrid/remote-friendly. The preferred candidate should be based in Latin America, preferably working in hours that align to PT (Pacific Timezone) or ET (Eastern Timezone). Candidates in Santiago, Chile may work out of our Santiago office as remote/hybrid employees. Candidates located outside Santiago will be fully remote employees.

As a Delivery Manager within Apply Digital's Managed Services (MgS) practice, you will own the account‑level health and performance of one or more client squads. You operate above the day‑to‑day — setting the standard, holding accountability, and stepping in when the ALT (Account Leadership Team) needs escalation support or executive‑level client engagement. You are the connective tissue between the client, the delivery team, and MgS leadership, ensuring the business performs, relationships stay strong, and delivery never falls below the bar.

You bring equal parts leadership presence and commercial acumen, and you thrive in the space where people, accountability, and growth intersect. Reporting to the Head of Managed Services, you will operate across NA and/or EMEA delivery teams with direct impact on client retention, team performance, and practice growth.

• Act as the senior delivery point of contact for client stakeholders — engaging at the account and escalation level, while the ALT manages day‑to‑day communication and project status.
• Manage client expectations proactively — ensuring alignment between what was sold, what is scoped, and what is being delivered.
• Lead and facilitate Quarterly Business Reviews (QBRs), translating delivery performance into business impact narratives.
• Run NPS cycles and synthesize client feedback into actionable improvement plans.
• Lead scope change and change order negotiations at the account level, balancing client needs with margin integrity — supporting ALT when strategic or commercial complexity requires senior involvement.
• Build trusted advisor relationships with day‑to‑day client counterparts, escalating to Managing Director/Account Leadership when executive engagement is required.

• Serve as the first point of escalation for the ALT — resolving blockers, making calls on scope and risk that exceed the PjM´s authority, and escalating further to MgS leadership when required.
• Oversee delivery performance across squads through the ALT — setting standards, reviewing health signals, and intervening when escalation is required.
• Set the standard for delivery risk management across squads, supporting the ALT team in identifying, tracking, and mitigating risks — stepping in directly when resolution requires senior intervention or escalation beyond the PjM´s authority.
• Monitor squad capacity, resource allocation, and workload balance across active engagements.
• Define and enforce delivery standards and methodology expectations across squads; the ALT is accountable for execution within those guardrails.
• Take ownership of new client onboarding, leading the structured transition from project delivery into the Managed Services model — ensuring continuity, setting expectations, and establishing the operating rhythm from day one.
• Foster a positive, high‑performance team culture — actively monitoring and acting on eNPS signals.
• Coordinate cross‑squad dependencies and ensure consistent delivery standards across NA and EMEA.

• Own squad‑level P&L visibility — tracking hours, utilization, revenue recognition, and margin performance.
• Prepare and present monthly financial reports to the Head of MgS, flagging risks and opportunities early.
• Manage hours and capacity planning in alignment with contracted SOWs and approved budgets.
• Drive change order processes when scope evolves, ensuring commercial impact is captured and approved.
• Contribute to Q  reporting packages, including delivery health, financial performance, and account growth signals.
• Support MgS leadership with data and context for forecasting, headcount planning, and renewal conversations.

• 5+ years in project management, program management or delivery within a technical or…