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SubscribeDelivery Manager: Role and Responsibilities
A figure that is becoming increasingly popular in the IT world is that of the Delivery Manager. In this article, we will discuss the role, duties and responsibilities of a Delivery Manager.
The Role and Responsibilities of the Delivery Manager
The Delivery Manager is responsible for facilitating the timely production of software and other IT products by effectively managing team members, budgets and working hours. Their role is instrumental in eliminating any obstacles and issues that may slow down the team’s work, negatively affecting product delivery and meeting deadlines.
In addition, Delivery Managers are also in charge of both incoming and outgoing shipments of products, materials and goods and managing contacts with suppliers and customers. They have to solve any problems with all parties involved and supervise the delivery process and the entire shipping department.
The Responsibilities and Tasks of the Delivery Manager
The tasks that a Delivery Manager has to perform are very varied:
- Managing Delivery Teams: this involves assigning tasks and delivery rhythms, participating in staff selection and recruitment, training new members and supervising the whole team.
- Managing the budget: the Delivery Manager’s tasks include monitoring and managing the department’s operational budget. This may also require the compilation of weekly or monthly reports for the general manager.
- Distribution planning: Delivery Managers are in charge of creating distribution plans that are as efficient as possible in terms of cost and time, in order to guarantee delivery to customers (using special software and programmes to do so)
- Order and inventory management: orders are also under the supervision of the Delivery Manager. They have to make sure that the orders are completed and dispatched on time, as well as managing the warehouse inventory to ensure that there are sufficient resources and no risk of out-of-stock products.
- Meeting deadlines: as all distribution and order management is under the supervision of the Delivery Manager, ensuring that the team meets deadlines also falls under his or her job description.
- Negotiating contracts: in addition to dealing with new contracts and their negotiation, Delivery Managers are also in charge of reviewing and renegotiating existing contracts.
- Handling customer problems: Being in contact with and responsible for the entire supply chain, customer problems must also be taken care of by the Delivery Manager in order to manage their resolution.
The competencies of a Delivery Manager
Some competencies in particular are required for a Delivery Manager to be able to fulfill this role successfully:
- Communication skills: the Delivery Manager has to deal with all players in the supply chain, from suppliers to consumers. For this reason, he/she must have developed excellent communication skills that enable him/her to perform all management, negotiation and problem-solving tasks to the best of his/her ability.
- Organisational skills: the Delivery Manager must be able to manage and coordinate many different resources and work groups, assigning deliveries and deadlines that can be compatible with the workflow and delivery needs.
- Team leader: It is essential that the Delivery Manager acts as a glue both within the individual teams and between the different work groups managed by him/her. This will ensure a smooth workflow with as few interruptions as possible.
- Change management: Being able to handle problems and changes is a fundamental skill required of all Delivery Managers, so that any delays and interruptions in processing can be minimised.
Skills and Activities of the Delivery Manager
| Activities / Responsibilities | Key skills included |
|---|---|
| Delivery Team Management: Coordinate the work of the teams responsible for delivering services and products, ensuring quality and consistency with agreements (e.g. SLAs). | Leadership, Communication, Coordination, Human Resource Management |
| Implementation and maintenance of ITIL® processes: Apply, adapt and improve ITIL processes to ensure service quality, operational efficiency and alignment with business needs. | Knowledge of ITIL® frameworks, Continuous improvement, Process analysis, Change Management, Service orientation |
| Budget management: Monitor costs and resources to ensure the economic sustainability of delivery activities, with a focus on efficiency and effectiveness (with reference to Financial Management for IT Services) | Financial analysis, Planning, Reporting |
| Meeting deadlines: Ensuring timely deliveries by managing priorities, workloads and time constraints. | Time management, Prioritisation, Efficiency |
| Contract negotiation: Collaborate with suppliers and partners to manage contracts, SLAs, and responsibilities (with reference to Supplier Management and Service Level Management) | Communication, Negotiation, Legal Knowledge |
| Customer Problem Management: Addressing after-sales issues, requests and complaints, ensuring satisfaction and consistency (with reference to Incident Management and Problem Management) | Empathy, Problem solving, Customer focus, Communication |
Certification for Delivery Managers
ITIL 4: ITIL (Information Technology Infrastructure Library) is a set of specific organisational capabilities aimed at creating value for end customers in the form of services. ITIL lays the foundation for international practices that organisations can adopt, in whole or in part, to deliver valuable services to their customers.
If you are a Service Manager and want to learn more about the role and responsibilities of this position, read our article “What is a Service Manager: Role and Responsibilities“
A concrete example of what a Delivery Manager does
Although ITIL 4 does not prescribe specific job titles, it provides a framework of service management practices that organisations adapt to their own needs. Two commonly used roles, Delivery Manager and Service Manager, often perform key functions in managing value delivery, although with different responsibilities and scopes.
Francesco, Delivery Manager at a large IT consulting company, is responsible for delivering digital projects for clients in banking and insurance sectors.
Although ‘Delivery Manager’ is not a formally defined role in ITIL 4, this title is widely used in the industry to refer to a hybrid function that combines elements of project coordination, stakeholder management, and value stream delivery.
Francesco’s main objective is to ensure that every project is delivered on time, within budget and to the expected quality standards. His role goes beyond simple operational monitoring: he acts as a strategic point of contact between the client and the organisation, managing stakeholder expectations and proactively addressing risks.
For example, during the implementation of a digital onboarding platform for a banking group, Francesco is involved right from the solution design stage. He contributes to defining key service metrics, including SLAs and KPIs, in line with customer requirements. In collaboration with the Project Manager, he participates in breaking down work packages and supervises development teams spread across three European locations.
To promote coordination, Francesco sets up weekly stand-up meetings with team leaders and organises periodic sprint reviews with the client. When delays arise halfway through the project due to a change in European data regulations, he initiates a recovery plan: he reallocates senior resources to critical activities, reviews the release plan and negotiates new milestones, supporting each change with concrete data. At the same time, he introduces a continuous feedback system within the team to improve communication and responsiveness.
The project finally goes into production in compliance with the new regulations, achieving 99.9% availability and reducing user onboarding times by 40%.
How much does a Delivery Manager earn in Luxembourg?
The national average is approximately €75,000 gross per year, equivalent to around €4 000 net per month. The range is wide: entry-level positions start at €60k, while senior profiles exceed €95k, with peaks above €105k in finance, tech enterprise or management consulting. Executive roles in strategic portfolios can exceed €120k.
Three variables are more important than others: seniority, geographical area and sector. Each step up in experience can also be worth up to 15 k €. The variable component, including bonuses and performance-related pay, can account for a further 5-15%.
Freelancers, on the other hand, charge between €50 and €80 per hour, depending on the complexity of the assignment and the type of delivery (services, software, infrastructure, etc.). Certifications, especially ITIL®, offer a competitive advantage, potentially increasing rates or salaries. With 5-7 years of experience, a strong industrial presence and recognised credentials, a Delivery Manager can aim for €90-100k gross. The first steps in a career remain close to €45k-50k, with prospects for rapid growth in the first five years.
Frequently asked questions (FAQ) about the role of Delivery Manager
1. Do you need a specific qualification to become a Delivery Manager?
There is no mandatory legal requirement. Many companies prefer degrees in engineering, computer science or economics because they provide a solid foundation in analytics and process management. However, what counts most are delivery management skills gained in the field and professional certifications (such as ITIL®)
2. What is the difference between a Delivery Manager and a Project Manager?
A Project Manager guides the execution of a project with defined objectives, timelines, budgets and quality standards, overseeing the delivery of outputs and managing the team. A Delivery Manager, on the other hand, ensures the continuous, high-quality provision of IT services, coordinating resources, processes and suppliers to ensure that the services provided comply with service level agreements (SLAs) and meet customer needs over time.
3. Which certifications should be obtained and in what order?
For those just starting out, entry-level certifications such as ITIL® Foundation and Lean IT are useful, as they provide a basic common language. Next, ITIL Managing Professional is one of three paths you can follow once you have obtained the ITIL Foundation certification. This module provides practical and technical knowledge on how to successfully manage IT services, teams and workflows.
4. How do you become a Delivery Manager without direct experience?
A typical career path starts with roles within a project or service management team, such as assistant or technician, which allow you to become familiar with planning, project control or service management. At the same time, it is useful to develop soft skills (communication, negotiation, problem solving) and obtain a basic certification.
5. What software tools does a Delivery Manager typically use?
Among the most common tools are scheduling software (MS Project, GanttPRO), collaboration and ticketing platforms (Jira, Trello), communication tools (Microsoft Teams, Slack) and Enterprise Service Management platforms (ServiceNow, BMC Helix ITSM). The choice depends on the complexity of the service, the framework adopted and the level of integration with existing business systems.