Delivery Manager

Position Summary

The Delivery Manager serves as the single point of accountability for customer implementation success, leading projects from business award through go-live, and 30/60/90-day stabilization. This role is responsible for ensuring cross-functional alignment, operational readiness, and successful execution of complex implementations while partnering with the PMO and centralized OSI teams, while driving structured organizational change, adoption, and sustained performance across the implementation lifecycle.

Essential Responsibilities

• Serve as the primary customer-facing owner for the implementation lifecycle (Award → Go-Live → 30/60/90)

• Drive alignment across customer and internal stakeholders to ensure successful onboarding and execution

• Lead customer governance cadence, including executive updates and escalation management

• Owns overall business readiness and execution, ensuring the operation is prepared to perform at expected service, cost, and productivity levels from go-live forward

• Lead go-live planning, execution, and hypercare support

• Drive successful transition to steady state, including 30/60/90 performance reviews

• Identify and close capability gaps prior to go-live to ensure Day 1 operational success

• Coordinate across Operations, IT, Engineering, HR, Finance, and Commercial teams

• Ensure all functional owners are aligned on deliverables, timelines, and accountability

• Drive issue resolution and remove barriers to execution

• Partner with the Director of Program Management and PM Team to ensure alignment to budget, timeline, and governance structures

• Maintain visibility to risks, dependencies, and milestones while avoiding duplication of PM responsibilities

• Support consistent execution aligned to the Master Implementation Plan (MIP)

• Partner with the Director of OSI to ensure proper scheduling of centralized OSI resources

• Ensure OSI deliverables (UAT, training, reporting, etc.) are completed on time and aligned to milestones

• Prevent ad-hoc resource pulls and reinforce structured delivery model

• Scope control & change management (Non-Negotiable)

• Drive structured change management practices aligned to the ADKAR framework (Awareness, Desire, Knowledge, Ability, Reinforcement) to ensure successful adoption and sustained operational performance

• Establish stakeholder awareness of the “why” behind implementation decisions, risks, and required changes. Build alignment and commitment across site leadership and cross-functional teams to support execution

• Ensure operational teams are prepared through clear process definition, training alignment, and readiness validation

• Reinforce adoption post go-live by embedding standard work, performance expectations, and accountability structures

• Enforce defined cutoff timelines on requirements and development scope - driving disciplined change control processes and communicate impacts (timeline, cost, risk)

• Operational Leadership Engagement (Non-Negotiable)

• Ensure early and continuous engagement of Operational Leadership

• Facilitate planning sessions and readiness checkpoints leading up to go-live

• Drive understanding of the business case and operational impact of changes to ensure leadership alignment and commitment

• Risk Management & Continuous Improvement

• Identify risks early and drive mitigation plans

• Capture lessons learned and support continuous improvement across implementations

• Contribute to the standardization of processes, playbooks, and best practices

Minimum Qualifications

• Bachelor’s degree in business, logistics, industrial engineering, or equivalent experience preferred

• 5+ years of experience in implementation leadership, operations, or program delivery

• Experience in 3PL, supply chain, distribution, or warehouse operations required

• Demonstrated experience leading complex, cross-functional projects or start-ups

• Possess a solid technical background with understanding and hands-on experience in third-party logistics relationships, including startups and continuous improvement projects preferred

• Strong leadership and ability to drive alignment across multiple functions

• Excellent communication and customer-facing presentation skills

• Strong problem-solving and decision-making skills

• Ability to influence without direct authority

• Experience leading organizational change and driving adoption in complex operational environments (e.g., ADKAR or similar framework preferred)