Beyondsoft Consulting

  • Service Delivery Manager

    Job Locations US-TX-Plano
    Job ID
    2019-5764
  • Overview

    Manager, Delivery Services

    Primarily responsible to provide leadership to the service delivery team with a strong focus on driving service delivery excellence and continually improving customer satisfaction and account profitability. The Service Delivery Manager oversees all aspects of service delivery in the assigned portfolios leveraging peers and leaders with in the business unit (and corporate as needed).

     

    ESSENTIAL DUTIES & RESPONSIBILITIES:

    • Deliver upon assigned portfolio without escalations due to delivery of BCI services
    • Lead the Agile Transformation strategy for project management related services, education and support development of sales and marketing materials. This includes clear role definition, mechanism for capacity management, deliverable definition, template definition, and creation of the SOW framework to be used for the services associated with this effort within assigned account(s).
    • Drive additional profitable growth within assigned portfolios.
    • In depth understanding of customer contract and effective management against contracts.
    • Understand customer business strategy and priorities and how they align with BCI.
    • Ensure BCI services are aligned with customer, leveraging company resources to bring innovation supporting the customer's business and processes.
    • Collaborate with the appropriate team members to exceed expectations in the following areas:
    • Account profitability, customer satisfaction/loyalty.
    • Create and manage metrics for KPIs for client services
    • Meet contractual commitments, SLA attainment, and objectives as defined by the Statement of Work(s).
    • Plan, direct and oversee the delivery of services in accordance with the terms of contract.
    • Identify, implement and share best practices.
    • Lead or participate in talent acquisition to hire quality candidates – activities may include sourcing, interviewing and salary negotiations
    • Promote and maintain environment conducive to high employee morale and productivity to ensure employee engagement.
    • HR Responsibilities including direction of the overall staffing, development, training, performance management and resource utilization/backfill

     

    1. Agile Transformation Strategy:
      1. Position with key client(s) our capabilities, processes, and successes
      2. Training within Digital Enablement and across other teams within TPG BU and/or BCI about services (e.g. Lunch’n’Learns)
    2. BU KPI
      1. Leverage skillset to productizing the ADM services where applicable for our team in a repeatable process and improve our delivery
      2. Conduct an average of no less than one lunch’n’learn every other month to share project management/agile/devops best practices
      3. Provide templates and process framework to standardize the quality of project delivery within the Toyota account
      4. Develop and document processes to ensure collaboration between teams – Analytics, PM, Operations and QA
    3. Renewals
      1. Successfully renew work within portfolio
    4. People Management
      1. Reduce attrition rate. Better understand employees’ need, guide and mentor them to improve overall engagement thereby reducing overall attrition rate voluntary and involuntary (LA will not be factored in).
      2. Create programs and develop relationships with team to increase morale and goodwill towards company
      3. Ensure effective utilization; leverage resource across all teams to account for peaks/dips in project demands

     

     

     

    Responsibilities

     


    ·        Collaborate with clients to clearly define project scope, objectives & measurements of success

    ·        Collect, manage, and prioritize business requirements for all project stakeholders
    ·        Expertly manage project plans and timelines for internal and external contributors
    ·        Oversee vendors ensuring quality deliverables are provided on schedule & within budget
    ·        Liaison between external vendors and internal architecture and technical teams
    ·        Manage and perform ongoing Quality Assurance/UAT reviews for multiple programs
    ·        Development and ownership of product/platform enhancement roadmap
    ·        Maintain, and produce where necessary, all project documentation (e.g. meeting agendas/minutes, implementation plan, requirements, issues logs, budgets, status reports, presentations)
    ·        Surface and escalate risks to delivery director, project teams and client; identify and provide clear steps for mitigation
     

    Qualifications


    ·        Demonstrated excellence in Program/Project Management, preferably in digital marketing and or SaaS/PaaS products
    ·        Experience in using different sources of data to drive business decisions
    ·        Ability to prioritize, manage, and deliver multiple projects simultaneously in a fast paced environment
    ·        Solid understanding and application of Software Development Life Cycle (SDLC) methodology, including requirements definition, UI/UX design, client creative feedback, design, development and deployment for all projects
    ·        Experience with vendor management, including RFPs, contract management, negotiations, and deliverable management.
    ·        Confident written and verbal communication skills across all levels of the organization
    ·        Proven ability to manage and develop relationships with vendors, internal teams and clients
    ·        Experience with creating, collaborating, and maintaining a master project plan
    ·        Consulting (or similar) experience managing projects in matrixed, geographically distributed organizations
    ·        Strong interpersonal and proactive problem solving skills
    ·        Ability to work independently and quickly adapt to changes in priorities
    ·        Proficient in Excel, Word, PowerPoint, Visio and MS Project
    ·        7+ years of Interactive/Application Development Project Management experience
    ·        Minimum of 10 years of professional experience
    ·        Bachelor’s Degree Required; computer science or engineering preferred
     

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