Senior Delivery Manager, Conversational AI

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions. As we grow, we are building a pioneering Digital Services organization, and we’re looking for exceptional talent to join our Professional Services – Conversational AI team. This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the Conversational AI space! If you’re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you!

The Delivery Manager Lead is responsible for leading the Delivery Management team and overseeing the successful delivery of chatbot and voicebot solutions across multiple enterprise clients. This role ensures high-quality project execution, effective resource planning, financial governance, customer satisfaction, and continuous process improvement. The Delivery Manager Lead acts as the primary point of leadership for Delivery Managers, providing guidance, coaching, governance, and operational oversight while collaborating closely with cross-functional teams including Sales, Account Management, Engineering, AI, Conversation Design, Finance, Legal, and Operations.

Job Responsibilities

• Lead, coach, and develop the Delivery Management team
• Recruit, onboard, and train new Delivery Managers
• Manage team capacity, resource allocation, vacation planning and career development
• Define individual Success Goals and conduct performance reviews
• Allocate Delivery Managers across projects according to priorities and capacity
• Support knowledge sharing, coaching, and continuous improvement within the team
• Oversee the successful delivery of chatbot and voicebot projects using Knowledge of Generative AI, Large Language Models (LLMs) and deterministic flows
• Review and approve project plans, timelines, effort estimates, and resource plans
• Review and approve Statements of Work (SOWs), Change Requests, proposals, and key customer deliverables
• Monitor project health, risks, dependencies, delivery performance, while building & maintaining dashboard governance
• Process Improvement: Standardize delivery processes and project governance across the organization
• Develop templates, playbooks, and documentation to improve delivery consistency
• Identify opportunities for automation and operational efficiency
• Drive continuous improvement initiatives for chatbot and voicebot delivery
• Participate in strategic client meetings and support customer escalations
• Manage project financial governance, including contracts, invoices, Purchase Orders (POs), Cognigy Professional Services hours, and payment tracking
• Coordinate external Contractors collaborations, including specific financial governance
• Coordinate resource allocation with Finance and other business stakeholders
• Review project roadmaps and portfolio priorities
• Develop and maintain delivery governance processes, templates, dashboards, and project management standards
• Work closely with Sales, Account Management, AI Engineers, Conversation Designers, Product, Operations, Finance, Legal, and Executive Leadership
• Support pre-sales activities by reviewing implementation approaches, delivery plans, effort estimates, and staffing requirements
• Collaborate on contract review involving delivery scope and implementation services
• Prepare and present portfolio updates, KPIs, and executive reports
• Drive continuous improvement initiatives across delivery operations

Skills and Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, Computer Science, or a related field
• Experience delivering chatbot, voicebot, Conversational AI, or AI-driven digital solutions
• Knowledge of Generative AI, Large Language Models (LLMs), and conversational AI platforms
• Proven experience leading delivery or project management teams
• Experience managing complex technology implementation projects and enterprise customer portfolios; nice-to-have experience in Consulting environments / teams
• Strong knowledge of project delivery methodologies, resource planning, and financial management
• Experience with SOWs, Change Requests, contracts, and customer relationship management
• Excellent leadership, communication, organizational, and stakeholder management skills
• Professional proficiency in English
• PMP, Agile, Scrum, or similar certification is a plus

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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