Global Contracting Manager negotiating hotels, transportation, restaurants, attractions, and guide agreements. Supporting Collette’s Canadian tour operations, financial goals, and product quality.
About the role
- Delivery Assurance Manager safeguarding client engagements at Bits In Glass, an AI and automation consulting firm. Leading escalation recovery, portfolio assurance, delivery standards, and AI-enabled reporting.
Responsibilities
- Lead assigned client engagements across engagements of varying size and platform
- Own delivery outcomes, client relationship health, and engagement margin
- Mobilize new programs through the establishment window and transition them to steady-state ownership
- Deliver paid delivery assessments and independent program reviews
- Act as the intake point for delivery escalations, triaging, routing, or assuming ownership
- Assume time-bound delivery leadership of engagements entering recovery
- Diagnose root causes across delivery approach, estimation, staffing, governance, and client relationship management
- Produce and execute recovery plans, including re-baselining, revised governance, staffing changes, and client resets
- Support client-facing recovery narratives and define exit criteria for return to steady state
- Run independent gate reviews at mobilization, baseline, SIT entry, UAT entry, go-live readiness, and hypercare exit
- Maintain a portfolio health view covering schedule, margin, scope, quality, team stability, and client sentiment
- Operate early-warning triggers and convene reviews when triggered
- Report portfolio health to the Head of Solution Delivery on a fixed cadence
- Ensure significant engagements have a named deputy and documented continuity plan
- Use Claude and comparable tools to automate portfolio health reporting, status synthesis, and variance analysis
- Build reusable review templates, risk checklists, and estimation challenge prompts
- Reduce manual reporting burden and demonstrate measurable automation time savings
- Own the delivery playbook, gate criteria, and estimation standards and drive adoption
- Convert recovery findings into preventive changes to standards, templates, and estimating practices
- Coach delivery and program managers and contribute to leadership bench development
- Support pre-sales through delivery-approach review, estimation challenge, and risk identification
Requirements
- 8+ years in consulting or project delivery, including program or engagement leadership
- Demonstrated turnaround of at-risk client programs, including the client-facing element
- Commercial fluency across fixed-price, T&M, and managed services constructs
- Ownership of engagement margin
- Credibility with client executive stakeholders and ability to hold difficult conversations without damaging relationships
- Track record of influence without direct authority across peer delivery leaders
- Demonstrated use of AI tooling to automate delivery reporting or analysis
- Comfortable carrying a billable target and being deployed to engagements of any size
- Comfortable being unwelcome on arrival and useful on departure
- Willing to attribute failure to BIG accurately when that is the finding
- Treats no assignment as beneath the role
- Delivery experience on low-code platforms or comparable enterprise platforms (nice to have)
- Prior formal assurance, PMO, or quality-gate ownership (nice to have)
- Experience in a boutique or mid-market consultancy spanning delivery, commercial, and pre-sales (nice to have)
Benefits
- Recognized as a Great Place to Work
- Collaboration, innovation, and celebrating wins together
- AI-enabled work using Claude and comparable tooling
- Opportunity to build reusable delivery-assurance assets
- Coaching and delivery leadership bench development
- Billable delivery role with exposure to varied client engagements and technologies
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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