Delivery Manager

Summary

Join Upwork as a Delivery Manager to oversee the successful execution of Managed Services programs for Enterprise & Managed Services clients. Lead service delivery across client accounts, ensuring performance excellence and stakeholder satisfaction. Manage day-to-day operations of the global delivery team, act as the primary client contact, and work cross-functionally with various teams. Conduct regular program reviews, develop project scopes, establish standard methodologies, and generate operational reports. The role requires expertise in program/project management, experience with Managed Services, and knowledge of the Upwork platform. Strong communication and business acumen are essential.

Requirements

• Demonstrated expertise in managing programs, projects, or operations effectively
• Experienced in supporting Managed Services or Outsourced Solution Programs
• Deep knowledge of the Upwork platform and/or managed services tools
• Experience with large program management and administration, including experience working with distributed global teams
• Demonstrated ability to prioritize, delegate, and take ownership of multiple concurrent projects in a fast-paced environment
• Brings strong business acumen and a professional, client-ready communication style
• Ability to work across multiple stakeholders and prioritize in a fast-paced environment
• Change management or process transformation experience
• Exceptional verbal and written communication skills in English; proficiency in additional languages is a plus

Responsibilities

• Lead day-to-day operations of the global delivery team ensuring consistent execution and adherence to SLAs and KPIs
• Act as the primary point of contact for client stakeholders, addressing escalations, sharing performance insights, and ensuring overall satisfaction
• Works cross-functionally with account management ,program teams, recruiting teams, product, etc. to innovate the overall managed services offering
• Manage internal relationships by collaborating with key cross-functional teams: Talent Delivery for Sourcing the best (and right) talent on the platform; Talent Operations for classification services and other HR functions specific to the Managed Services workforce; Enterprise Solutions for Platform/account configuration, maintenance, and reporting; Finance (Billing and Accounting) teams for invoice validation and overall program profitability monitoring
• Conduct regular program reviews, including QBRs and scorecard reporting, with data-driven recommendations
• Works with clients to develop project scope and execution; additionally drives client relationships for all assigned projects and leverages resources to maximize growth and opportunity via weekly calls, etc
• Establishes standard methodologies through the entire support process and ensures the team follows appropriate protocol
• Generate and analyze operational reports to inform decision-making and improve program effectiveness
• Ensures the program adheres to SOW requirements; implements tactical plans and initiatives that exceed customer expectations of end user experiences
• Manages internal relationships with cross-functional teams to maximize client success

Preferred Qualifications

• Previous work with or for enterprise-level companies preferred
• Experienced in leading high volume delivery programs (such as customer support, call center, data services, embedded teams

Benefits

• Annual Base Compensation$80,250 — $114,250 USD
• Annual bonus plan or sales incentive plan
• Long term equity incentive program