Position Overview: As a Service Delivery Manager with us, you will be a crucial member of our Solutions team, responsible for serving as the primary client contact and ensuring the successful delivery of IT and OT technology solutions. Your role will be instrumental in maintaining high levels of client satisfaction. You will closely collaborate with our internal Solutions Architects, Engineers, and client-facing stakeholders to allocate resources, prioritize tasks, and achieve project goals within defined budgets and timelines. Additionally, you will play a pivotal role in project coordination and provide essential administrative support.
Responsibilities: The primary objective of this role is to lead consulting teams in delivering projects to our clients on time and within budget. Your key responsibilities include:
Client Relationship Management:
- Cultivate and sustain strong, positive client relationships. Understand and incorporate client needs, expectations, and objectives into project planning and execution.
- Act as a liaison between clients and internal teams, ensuring effective communication and alignment of goals.
Service Delivery Manager: Client Communication:
- Clearly and promptly communicate project status, milestones, and potential risks or issues to clients.
- Address client inquiries and concerns professionally and efficiently.
- Ensure client feedback is integrated into consulting and managed services adjustments when required.
Service Delivery Oversight:
- Collaborate with Solutions Architects to lead the planning, implementation, and delivery of IT and OT technology projects.
- Monitor project progress, timelines, and budgets to ensure successful delivery.
- Identify and address internal risks and issues.
- Coordinate change windows and on-site visits.
- Facilitate a seamless transition between the professional service engagement and the managed services team.
- Effectively allocate resources, including personnel, equipment, and budget, to meet client goals.
- Monitor resource utilization and make adjustments as needed.
- Participate in initial client conversations, manage client relationships, and draft statements of work for management review.
Risk Management Planning:
- Identify potential risks and issues that could impact client engagement success.
- Develop mitigation and contingency strategies.
- Proactively address challenges that arise during project execution to minimize disruption to clients.
- Create contingency plans to address potential issues and disruptions.
- Define and track key performance indicators (KPIs) related to service delivery and client satisfaction.
- Provide regular reports and updates to clients and senior management.
- Maintain comprehensive client-specific documentation, including project plans, progress reports, RAID logs, project change logs, managed services Quarterly Business Reviews, and executive reports.
- Identify opportunities for process improvements and efficiencies in service delivery.
- Implement best practices to enhance client experiences and outcomes.
Experience & Competency Requirements:
- A minimum of 5 years of experience in IT/OT service delivery for client-facing projects.
- A bachelor's degree in project management, business, or a related field is preferred.
- Project Management Professional (PMP) certification is a plus.
- Experience in Information Technology delivery, multi-customer engagements, and managed services.
- In-depth understanding of IT and OT technologies, including networking, cybersecurity, and industrial automation.
- Prior experience working in federally regulated environments.
Service Delivery Manager:
- A client-centric mindset with a strong commitment to client satisfaction.
- Excellent organizational, leadership, and communication skills, both written and verbal.
- The ability to multitask under tight deadlines and effectively manage your team of internal resources to ensure all contracted terms are fulfilled.
- Strong problem-solving and decision-making abilities.
- Thought Leadership: Use prior experience and subject matter expertise to develop solutions and effectively communicate their value to clients.
- Communication: Skillfully communicate with diverse technical and non-technical audiences, adapting messages appropriately.
- Collaboration: Work effectively as part of a multi-disciplinary team.
- Confidence and Command: Ability to read a room and adjust messaging accordingly.
- Customer Focus: Maintain a steadfast focus on delivering excellent value to customers.
- Team Focus: Foster an environment of innovation, team compatibility, positive work culture, and excellence. Manage relationships within project teams, operations teams, clients, and relevant stakeholders.