IT Delivery Manager

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

What you will be doing:

The IT Delivery Manager will own client relationship health, operational execution, escalation management, account financial performance, and growth opportunities across assigned accounts. This role requires hands-on involvement in day-to-day operations, direct participation in client conversations, and the ability to bridge client expectations with delivery execution.

This position will also support Account Managers by providing guidance, structure, and escalation support, while helping build scalable processes for account health tracking, communication cadence, reporting, and client growth. A key component of this role is the ability to use AI tools and automation to improve efficiency, insights, and decision-making across client services operations.

Key Responsibilities

• Lead, coach, and support Account Managers across Core and SMB client segments.
• Stay closely involved in day-to-day operations, providing guidance and support on active accounts.
• Act as the primary escalation point, actively stepping into client situations when needed.
• Ensure Account Managers execute consistently across communication, follow-ups, and client management.
• Maintain direct visibility and involvement in key accounts across the segment.
• Join client calls when needed, especially during critical moments, escalations, or strategic discussions.
• Build relationships with stakeholders, including CTOs, Engineering Leaders, and business executives.
• Lead complex conversations, negotiations, and issue resolution with clients.
• Own and monitor account financial performance, including revenue, margins, cost structures, and profitability by account.
• Ensure Account Managers understand and manage financial health indicators for their accounts.
• Identify risks and opportunities related to margin optimization and revenue growth.
• Partner with Finance and Operations to ensure accuracy, visibility, and accountability on financial metrics.
• Drive a culture of financial ownership and accountability within the team.
• Design and implement scalable processes for Core and SMB client services.
• Define and standardize escalation processes, account health tracking, and communication cadence, including weekly syncs, monthly reviews, and QBRs.
• Identify inefficiencies and lead initiatives to automate processes and reduce manual work.
• Actively leverage AI tools and emerging technologies to improve team productivity and decision-making.
• Identify opportunities to automate repetitive tasks, enhance reporting and insights, and improve client communication and internal workflows.
• Promote the adoption of AI tools across the team as part of daily operations.
• Drive organic growth across accounts, including expansion, upsell, and cross-sell opportunities.
• Support Account Managers in identifying and executing growth opportunities.
• Define and implement a clear account segmentation and graduation model from SMB to Core Enterprise.
• Ensure each account has a clear growth and engagement strategy.
• Ensure strong alignment with Delivery teams to support consistent execution.
• Maintain working knowledge of the Software Development Lifecycle and Agile/Scrum methodologies.
• Participate in discussions related to team structure, delivery performance, and client expectations.
• Bridge the gap between client expectations and operational execution.
• Own and track key metrics across Core and SMB segments, including organic revenue growth, client satisfaction, retention, churn risk, account health, and financial health.
• Improve Account Manager-to-account coverage ratios, especially in SMB.
• Use data and insights to proactively identify risks and opportunities.

Required Skills & Experience

• 6 to 9+ years of experience in Client Services, Account Management, or Customer Success within tech, nearshore, or IT services environments.
• Proven experience leading or mentoring Account Managers or similar roles.
• Strong experience managing mid-market and SMB client portfolios.
• Demonstrated experience managing financial performance of accounts, including revenue, margins, and profitability.
• Familiarity and practical experience using AI tools in day-to-day work, including automation, analysis, or productivity tools.
• Strong understanding of Software Development Lifecycle.
• Strong understanding of Agile/Scrum frameworks.
• Experience working with technical stakeholders, including CTOs and Engineering Managers.
• English proficiency of B2+ or higher, with the ability to lead client-facing conversations.

Nice to Have Skills

• Bachelor's degree in Industrial Engineering, Business Administration, or a related field.
• Experience defining or improving account segmentation models, including SMB to Core/Enterprise transitions.
• Experience implementing or optimizing Client Services operating frameworks.
• Experience improving Account Manager-to-account coverage ratios.
• Experience using AI tools to enhance reporting, insights, workflow automation, or client communication.
• Experience partnering with Finance and Operations to improve account financial visibility and reporting.

Soft Skills

• Hands-on leadership style with comfort being directly involved in operations and problem-solving.
• Strong financial acumen and understanding of account economics, margins, and profitability.
• AI and automation mindset, with a proactive approach to using technology to improve efficiency and outcomes.
• Strong client management skills and ability to navigate complex client situations.
• Strong negotiation skills and ability to handle high-stakes client conversations.
• Structured, process-driven operational mindset with focus on scalability.
• Technical fluency and ability to communicate effectively with engineering teams.
• Analytical mindset with the ability to use data to drive decisions and improvements.
• Strong communication with client stakeholders, internal leadership, Finance, Operations, Delivery, Sales, and Growth teams.
• Ability to balance strategic leadership with hands-on execution.