Delivery Engagement Manager

The Delivery Engagement Manager is a key role contributing to the successful delivery of contracted professional services within the technology space to our customers in both the public and private sectors. We build teams to either deliver a complete outsourced service or to blend with a customer team to enable joint delivery.

We are looking for a Delivery Engagement Manager to report into the CTO, who is accountable for the overall successful service delivery to all customers.

Working closely with the account management team, the role is responsible for the performance, engagement, and operational success of a large, distributed workforce deployed across client projects. This role requires proactive outreach to our deployed team and clients to maintain a heartbeat of how the delivery is performing, identify and address potential concerns early, ensuring delivery excellence and driving a positive engagement experience for all involved. This role serves as a key point of contact for workforce-related matters, providing both internal and external stakeholders with regular insights, updates, and performance assurance. The successful candidate must possess a mix of people management and stakeholder management within a technology landscape.

This role is an exciting opportunity for someone with a background in technology, account management, delivery management, or operations. You must thrive on people and stakeholder management. RedRock is growing, and the successful candidate will have the opportunity to get involved in many aspects of the delivery function as well as take on more responsibility over time.

Reports to: CTO

Principal Duties and Responsibilities

Proactive Workforce Engagement

1. Conduct regular one-to-one meetings with the RedRock team deployed to customer projects to maintain high levels of engagement and address any concerns.
2. Implement proactive outreach strategies to anticipate and mitigate potential delivery issues.

Client Interaction & Delivery Assurance

1. “Dotted-Line” matrix management of each deployed RedRock team, monitoring team and individual performance, and conducting regular 121s and support/welfare checks.
2. Maintain regular touchpoints with client stakeholders to provide updates on RedRock performance, capacity, and any emerging risks.
3. Support delivery assurance activities by collaborating closely with the Account and Delivery Managers to ensure performance aligns with contractual obligations.
4. Act as a point of contact for client queries related to team performance and workforce dynamics alongside Account & Delivery managers.

Performance Monitoring & Reporting

1. Produce and present monthly Management Information (MI) on workforce performance, utilization, and key trends.
2. Identify patterns or issues from performance data and recommend actions for improvement.
3. Provide regular updates on the overall health of delivery, highlighting areas of success, strengths, and positive outcomes.
4. Contribute to the account planning process.

Delivery Mobilisation

1. Partner with internal teams to qualify client requirements accurately and efficiently.
2. Support the team selection and onboarding process to ensure smooth transitions for our team when joining customer projects.

Continuous Improvement

1. Identify and implement process improvements to enhance workforce engagement, performance management, and client satisfaction.
2. Contribute to the development of best practices for workforce operations in a client-delivery environment.
3. Work with the account management team to identify opportunities for account growth.

Skills

Should you not meet every requirement listed, we still encourage you to apply. We are looking for individuals who are eager to grow and contribute to our team.

Experience Required

1. Minimum 3 years' professional experience.
2. Proven experience in workforce management, account management, delivery assurance, or similar operational roles.
3. Experience in client-facing roles, particularly in the context of operational performance oversight.
4. Ability to analyze performance data and translate insights into actionable recommendations.
5. Experience of building MI/Reporting for customers.
6. Has led or been involved in the hiring process.
7. Familiar with managing risks and resolving incidents with customers.

Desirable Experience

1. Previous experience of working across a broad range of business sectors covering both the public and private sectors.
2. Working in a role where the primary service was to deliver technology solutions to customers.

Remuneration

1. Base Salary up to £35k
2. Discretionary bonus directly linked to account performance and new business you support.