APPLY
Managed Services Team
DeliveryManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Delivery Manager at APPLY. Skills: Delivery Management, Client Relationship Management, Operational Oversight. Own the client relationship at an operational level. Lead the delivery rhythm”
What You'll Achieve.
Deliver value within an ongoing model; Ensure delivery quality across portfolio; Ensure consistency, quality and accountability; Deliver consistently and to agreed quality standards; Ensure release content, timing, and sign-off processes are followed; Ensure learnings are documented and actioned; Foster a high-performance, positive team culture; Ensure continuity and clear expectations during transitions
Industry & Context.
Remove blockers; Manage dependencies; Incident response; Post-incident analysis; Proactive problem-solver
What They're Looking For.
Must Have
5+ years in delivery or client-facing PM, Experience managing continuous delivery / retainer-based accounts, Experience managing Scrum Masters, Track record of making people better through management, Comfortable working in agile delivery frameworks, Confident leading client-facing ceremonies, Translating delivery data into clear business narratives, Comfortable with budgets, SOWs, change orders, retainer management, Experienced in resource allocation, Organised and process-oriented, Contributes to forecasting and planning processes, High-empathy leader, Comfortable delivering constructive feedback, Builds relationships across disciplines, Calm under pressure
Nice to Have
Background in consulting, agency, or client-services environment, Familiarity with eCommerce platforms, Understanding of QA processes, Understanding of release governance, Experience with AI productivity tools, Willingness to champion adoption
What You'll Do.
Own the client relationship at an operational level
Lead the delivery rhythm
Manage the team’s day-to-day output
release and incident consistency
Act as the primary operational contact
Lead client-facing ceremonies
Produce and deliver monthly client service reports
Negotiate sprint priorities
Manage expectations proactively
Escalate to the Head of Managed Services
Own the delivery plan for each account
Ensure squads are delivering consistently
Set delivery standards and methodology
Track and report on velocity
Remove blockers and manage cross-squad dependencies
Directly manage the Scrum Master
Review health signals and intervene
Act as first point of escalation
Oversee release planning and governance
Ensure release content
and sign-off processes
Own client-facing release communications
Own the P1/P2 incident response process
Serve as first point of escalation for delivery
Coordinate with Technical Lead and Scrum Master
Conduct post-incident reviews
Escalate unresolved delivery risks or people issues
and conduct performance conversations
Monitor squad capacity
and resource allocation
Support Product Owner development
Advocate for sustainable capacity
Foster a high-performance
positive team culture
Coordinate cross-squad dependencies
Lead new client onboarding
Ensure continuity and clear expectations
Own squad-level P&L visibility
Track account budgets against monthly forecasts
Drive change order processes
Identify and flag upsell or scope extension opportunities
and renewal conversations
How You'll Work.
Team & Collaboration
Cross-squad dependencies; Cross-discipline relationships; Client stakeholders; Internal teams
Communication Scope
Client-facing ceremonies; Client service reports; Client communication; Release communications; Incident communication; Verbal communication; Written communication; Business narratives
Process & Methodology
Agile delivery frameworks, Scrum, Kanban, Retainer-based accounts, Sprint cadence, Release schedule, Capacity allocation, Backlog health, Velocity, Burn-down, Roadmap planning, SOWs, Change orders, Retainer management, Forecasting, Headcount planning, Renewal conversations
Full Job Description
## Description ABOUT APPLY APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit applydigital.com. LOCATION: APPLY is hybrid friendly with remote options available if needed. The preferred candidate should be based in (or within a location commutable to) the Greater London Area of the United Kingdom, working in hours that align to the UK timezone. The office is located in the Shoreditch area. THE ROLE: The Delivery Manager is a senior, operationally hands-on role within Apply’s Managed Services practice. This is not a role about delivering a single project to a fixed deadline, it is about continuously delivering value within an ongoing, retainer-based model. You are the person clients rely on for operational confidence, the person the team looks to for direction, and the person accountable for delivery quality across your portfolio of accounts. You will own the client relationship at an operational level, lead the delivery rhythm, manage the team’s day-to-day output, and ensure every sprint, release and incident is handled with consistency, quality and accountability. This is a client-facing, team-leading, delivery-owning role. You will be the primary contact for client stakeholders on all matters of delivery, quality and progress, and you will be the person internally who ensures the team is unblocked, aligned and performing. ## RESPONSIBILITIES Client Relationship Management Client Ceremonies & Reporting Act as the primary operational contact for assigned client accounts. Lead client-facing ceremonies: sprint reviews, planning sessions, retrospectives, and status calls. Produce a
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