Client Delivery Manager

Overview

Client Delivery Manager Jobs in Mumbai, Maharashtra, India at Enago

Title: Client Delivery Manager

Company: Enago

Location: Mumbai, Maharashtra, India

Product Delivery Manager – SaaS Implementation & Client Delivery

Role Overview

We are seeking an experienced Product Delivery Manager to lead the successful delivery of SaaS products and client implementations within the scholarly publishing sector. This role requires a strong combination of project management, business analysis, product delivery, and client engagement skills to ensure successful implementation and adoption of technology solutions.

The Product Delivery Manager will act as the key link between clients, Product teams, Engineering, QA, Customer Success, and internal stakeholders, ensuring that business requirements are accurately captured, translated into actionable product specifications, and delivered through structured implementation projects.

The ideal candidate should have experience managing end-to-end SaaS implementations, working with global clients (especially Europe and North America), and collaborating with cross-functional technology teams. Experience in an outsourcing environment and scholarly publishing/technology sectors will be highly preferred.

Key Responsibilities

Client Delivery & SaaS Implementation

• Lead end-to-end delivery of multiple SaaS implementation projects for new and existing clients.
• Own the complete implementation lifecycle from discovery, requirements gathering, planning, development coordination, testing, go-live, and post-launch support.
• Act as the primary point of contact for clients throughout the delivery journey.
• Build strong relationships with global clients, including stakeholders across Europe and North America.
• Develop and manage detailed project plans, timelines, milestones, dependencies, risks, and resource requirements.
• Coordinate cross-functional teams including Product, Engineering, QA, Customer Success, and external stakeholders.
• Ensure projects are delivered on time, within scope, budget, and according to agreed quality standards.
• Conduct project meetings, sprint planning sessions, client workshops, and regular delivery reviews.

Requirements Gathering & Product Documentation

• Work closely with clients to understand business processes, workflows, challenges, and functional requirements.
• Lead discovery workshops and requirement-gathering discussions with business and technical stakeholders.
• Translate client requirements into detailed product specifications and technical documentation.
• Create and maintain:
• Product Specification Documents (PSDs)
• Functional Requirement Documents (FRDs)
• User Stories
• Acceptance Criteria
• Workflow Diagrams
• Process Documentation
• Ensure clear communication of requirements between clients, Product Managers, Engineering, and QA teams.
• Maintain requirement traceability throughout the project lifecycle.
• Manage scope changes and change requests by evaluating impact on timelines, resources, and delivery commitments.

Product & Engineering Collaboration

• Partner with Product Managers to align client requirements with product capabilities and roadmap priorities.
• Collaborate closely with Engineering teams to clarify requirements and resolve implementation challenges.
• Support backlog refinement, sprint planning, and Agile delivery activities.
• Coordinate User Acceptance Testing (UAT) and ensure solutions meet defined acceptance criteria.
• Support release planning, deployment activities, and post-release validation.
• Work closely with technical teams on integrations, APIs, and system workflows.

Stakeholder & Client Management

• Establish and maintain trusted relationships with clients and internal stakeholders.
• Provide regular project updates, reports, risk assessments, and delivery dashboards.
• Manage client expectations and proactively communicate project risks, dependencies, and mitigation plans.
• Act as a bridge between technical and non-technical stakeholders.
• Support client onboarding, training, adoption, and change management activities.
• Handle escalations effectively and ensure timely resolution.

Delivery Excellence & Process Improvement

• Improve SaaS implementation methodologies, project governance frameworks, and delivery processes.
• Create reusable templates and documentation standards for:
• Implementation plans
• Product specifications
• Project reporting
• Client communication
• Identify opportunities to improve delivery efficiency and enhance customer experience.
• Drive continuous improvement initiatives across Product Delivery.

Required Skills & Experience

Essential Requirements

• 6–8+ years of experience in Product Delivery, SaaS Implementation, Technical Project Management, Product Operations, or Business Analysis roles.
• Proven experience managing software/SaaS implementation projects from discovery to go-live.
• Experience working directly with international clients, particularly Europe and North America-based customers.
• Experience managing client-facing delivery engagements (not limited to internal coordination).
• Strong project management and organizational skills.
• Experience coordinating cross-functional teams including Product, Engineering, QA, and Customer Success.
• Strong understanding of Agile delivery methodologies (Scrum/Kanban).
• Experience creating detailed product documentation, functional specifications, user stories, and acceptance criteria.
• Strong stakeholder management and communication skills.
• Ability to manage multiple concurrent projects and priorities.
• Excellent written, verbal, and presentation skills.

Preferred / Desirable Experience

• Experience working in an outsourcing/service delivery environment.
• Experience delivering products in:
• Scholarly publishing
• Academic technology
• SaaS platforms
• Enterprise software solutions
• Digital transformation projects
• Experience managing integrations, APIs, and technical workflows.
• Understanding of software development lifecycle (SDLC).
• Familiarity with tools such as:
• Jira
• Azure DevOps
• Monday.com
• Confluence
• Product management tools
• Scrum Master, PMP, PRINCE2, AgilePM, or equivalent certification.

Key Competencies

• Strong client-facing and consultative approach.
• Ability to build relationships with senior stakeholders globally.
• Excellent communication and presentation abilities.
• Strong analytical thinking and problem-solving skills.
• Ability to translate business needs into technical requirements.
• Highly organised with strong planning and prioritisation capabilities.
• Comfortable managing ambiguity, changing requirements, and competing priorities.
• Collaborative approach with the ability to influence Product and Engineering teams.
• Commercial mindset with focus on customer value and successful delivery outcomes.

Preferred Candidate Profile:

A delivery-focused professional with experience managing global SaaS implementations, strong client engagement capabilities, excellent documentation skills, and the ability to bridge the gap between business requirements and technology execution. Experience in scholarly publishing, academic technology, or enterprise SaaS platforms will be an added advantage.