Delivery manager

Role Overview
The Delivery Manager supports the delivery of SharePoint and Power Platform managed services, ensuring SLA compliance, coordinating project activities, and serving as a point of contact for client queries. This role works closely with engineers, project managers, and senior delivery leads to maintain service quality and client satisfaction.

Key Responsibilities

Service Delivery & SLA Support

• Monitor and track SLA performance across SharePoint and Power Platform managed services, including ticket queues, response times, and resolution times against contractual commitments
• Identify early SLA risk trends and flag concerns to the delivery lead or engineering team for corrective action
• Support incident management by coordinating communication between technical teams and clients during escalations
• Maintain accurate service reports and dashboards for internal and client-facing reviews

Project Coordination

• Maintain visibility into active SharePoint and Power Platform projects and track delivery milestones
• Coordinate with project managers and technical leads to follow up on open actions and flag delivery risks
• Assist in tracking change requests, project status updates, and client expectations
• Support scoping discussions and resource coordination for new project work under guidance of senior leads

Team Coordination & Operations

• Assist in workload tracking and coverage coordination across the engineering team
• Support onboarding and training coordination for new team members
• Maintain accurate records for timecards, PTO tracking, and operational documentation
• Contribute to a collaborative and accountable team culture aligned with CBTS values
• Regular One on One’s with Team members

Client & Stakeholder Support

• Act as a first point of contact for assigned clients on routine delivery matters and service queries
• Escalate complex client issues to senior delivery leads promptly and with full context
• Help build strong client relationships by ensuring timely follow-ups and clear communication
• Identify and report opportunities to improve service quality or expand client engagement

Experience & Qualifications

Preferred Certifications

• ITIL v4 Foundation
• Microsoft Certified: Power Platform Fundamentals (PL-900)
• Microsoft 365 Fundamentals (MS-900)
• Scrum Fundamentals or Agile awareness

Key Competencies

• Strong communication and follow-through
• Analytical mindset with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Client-first attitude with a collaborative working style
• Familiarity with ITSM tools such as ServiceNow or Jira

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.