JOB DESCRIPTION:

Delivery Manager (Air Traffic Controller)

Role Title: Delivery Manager (DM)

Reporting To: CEO / CSO

Role Type: Fractional/Hourly (Target: 20-25 hours/week)

Location: Remote

Mission

The Delivery Manager at Cloudcare is the "Air Traffic Controller" (ATC) of our fleet. You are responsible for the delicate balance between high-intensity Project Sprints and the long-term stability of our Managed Services (MS) accounts. Your mission is to ensure 100% of our client work is delivered on time, within margin, and in strict adherence to the Cloudcare Governance Framework (CGF). You protect our "Always-On" reliability by ensuring our Senior Architects audit and navigate, rather than get stuck "making" in the configuration.

Core Responsibilities

1. Managed Services & Project Governance

Maker-Checker Enforcement: Act as the ultimate gatekeeper of the CGF. Ensure no major technical configuration enters a production environment without a documented Five-Pillar Audit from a Solutions Architect (SA).
MS vs. Project Balancing: Monitor "Burn vs. Velocity." Ensure that high-intensity project work does not consume a client’s monthly Managed Services bucket in the first week, leaving the account vulnerable to support risks later in the month.
The Knowledge Tax: Ensure any "Heroic" leadership intervention is followed by a mandatory training asset (Loom/Instruction/Guide) within 24 hours to eliminate future dependencies.

2. Financial & Contractual Oversight

Contract Deadline Management: Maintain a centralized master log of all client contract start/end dates and renewal triggers to ensure zero gaps in service.
Client Hours Management: Monitor "Burn vs. Budget" in real-time. Proactively notify the CSO and Client Leads when an account hits 80% of its monthly hour allocation.
Billing Workflow & Time Submissions: Lead the weekly workflow for client time submissions from Client Leads. Audit submissions for clarity and outcome-based descriptions before they hit the billing engine.
Hours Adjustments: Act as the central point for client communications regarding hours adjustments, overages, or shifting priorities within the Managed Services scope.

3. C2 (Internal) Time & Utilization Audit

Internal Time Management: Audit internal "C2" time tracking to ensure all consultants are billing against the correct client, project, and task codes.
Utilization Monitoring: Track the "Flight Crew" utilization. Alert the CEO if a TSC(Tech) is under-utilized or if a Solutions Architect is exceeding a 40% "Maker" (hands-on) capacity.

4. Resource Management & Onboarding

Named Role Onboarding: Coordinate the onboarding process when a new consultant is assigned a "Named Role" on a project. Ensure they have the necessary access, client context, and a clear understanding of that specific account’s CGF protocols.
Capacity Heat-Mapping: Maintain a 4-week rolling view of every team member's availability, matching incoming sales demands to the current bench’s real-time "Flight Availability."

Daily & Weekly Operations

The Status Sentinel: Lead a weekly 30-minute "Red/Yellow/Green" pulse check. Enforce the "Update Only, No Solving" rule to maintain efficiency.
Triage Coordination: Post-Sentinel, coordinate the specific timing for Tech Leads to support Client Leads on projects marked as "Yellow" or "Red."
Deployment Clearance: Review the LTSC/SA’s Audit Checklist before authorizing any deployment to a production environment.

KPIs & Success Metrics

CGF Compliance: 100% of production deployments must have a signed-off Audit by a non-executing peer.
Gross Margin: Maintain a project/account gross margin of 50% or higher.
Schedule Variance: Maintain a <5% deviation from projected milestone dates.
Throughput Consistency: Successful maintenance of the MS "Support Baseline" while hitting 100% of "Project Spike" milestones.
Billable Hour Reduction: Successfully reduce the Executive Team's weekly billable execution hours within the first 90 days.

Requirements & Qualities

The "Backbone" Factor: You must be comfortable telling a brilliant Technical Architect to "Get out of the config" to preserve governance.
Salesforce Ecosystem Knowledge: You don't need to be a developer, but you must understand the difference between a Sandbox, a Flow, and an Apex trigger to manage technical risk.
Managed Services Mastery: Experience in a recurring-revenue or support-retainer environment is highly preferred.
Operational Rigor: You love spreadsheets, audit logs, and clear boundaries. You believe that "if it isn't documented, it didn't happen."
Conflict De-escalation: Ability to manage the pressure of a client "Red Alarm" without allowing the team to bypass quality protocols.

The Fractional DM Budgeted Rate

The Hourly Rate: $45 to $65 per hour (depending on senior agency experience in this role).
The Structure: Guaranteed 20 hours per week
The Escalator Clause: As the sales pipeline closes new accounts, the DM's hours scale up automatically

Benefits (Vary depending on FTE or PTE and time with the company):

Company-supported medical, dental, vision.
Retirement benefit options with a company match.
A competitive hourly rate and 2 annual discretionary bonuses connected to company success.
Flexible hours policy (team members are expected to have work blocks during regular business hours.)

Equal Employment Opportunity

Client Cloudcare provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, ancestry, age, sex, disability, genetic information, marital status, pregnancy status, amnesty, veteran status, medical condition, or any other characteristics protected by federal, state and local laws. Client Cloudcare complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment.