Service Delivery Manager Jobs

Come join one of the fastest-growing private companies in America! Our valued customers are industry leaders. Our employees are big thinkers, game changers, and entrepreneurs. Together, we are realigning information assets across large enterprises to enable true business agility. If you are a passionate and motivated Account Manager with great interpersonal skills, we are looking for you!

You will partner with and ensure the long-term success of our customers in the Bay Area. You will connect with key business executives and technical leaders to develop long-term relationships and a strong customer portfolio. You will liaise between customers and internal expert teams to ensure timely and successful delivery of our services according to customer needs.

Responsibilities:

• Collaborate and track the resolution of issues and risks with issue/risk owners.
• Provide weekly status updates (e.g., weekly issues, process improvement implementation updates, project status updates, program performance, and risks).
• Deep understanding of all team processes and workflow.
• Proactively manage risks, issues, and scope changes effectively.
• Hands-on assistance with project overflow, as needed.
• Help resolve blockers pertaining to both internal and external dependencies.
• Develop and manage the project plan and project team to support the timely completion of tasks, deliverables, and milestones.
• Project and Workflow Management.
• Effectively prioritize and manage multiple projects and deadlines.
• Provide a structured approach for project teams to follow when implementing any kind of improvement process.
• Ensure that the team is consistently in compliance with our agreed-upon SLAs.

Quality Management:

• Drive change across the organization by analyzing existing business processes using Kaizen tools and methods.
• Proactively identify inefficiencies and continuous improvement opportunities.
• Continuous Improvement.
• Ensure stakeholder satisfaction is maintained throughout the project lifecycle.
• Train team on tools and processes to promote quality and consistent delivery.
• Contribute to continuous improvement of OP's internal processes.
• Document all repeatable processes for training and efficiency improvement.
• Identify and implement improvements that apply across all cross-functional teams.
• Serve as a quality expert throughout the process to the final output.
• Define and maintain quality standards based on client and internal standards and best practices.
• Design incremental process improvements and standardize operating procedures.

Resource Management:

• Identify creative solutions to resolve all team issues and escalations.
• Establish strong relationships and be the primary point of contact for all program team members.
• Balance team workload; manage capacity and efficiency.
• Ensure that all process changes are fully understood by all project team members and be the primary point of contact to clarify any ambiguities in the new process.
• Manage and oversee all program team members.
• Identify and support training and growth opportunities for team members.
• Review and manage the individual performance of each project team member and discuss career objectives.

Service Delivery Management:

• Coordinate with the Talent Acquisition team to meet client hiring demands by screening candidates.
• Maintain and analyze project data and metrics within project tool(s) to support KPI/SLA reporting.
• Coordinate with client procurement and accounting on agreements, purchase orders, and invoicing.
• Produce project data/infographics/insights for quarterly reports.
• Provide efficiency insights that can inform overall capacity planning.
• Organize and lead monthly and quarterly business review meetings tracking service level agreements with key client managers.
• Facilitate weekly team meetings to review team performance, and team/company updates, and share project status.
• Create and maintain process documentation, ensuring that all process changes are documented in a timely manner.

Client Management:

• Identify creative solutions to resolve all client issues and escalations.
• Serve as the primary point of contact for internal stakeholders.
• Ensure client-driven process updates/scope changes are learned and quickly applied.
• Discuss new business and change management which includes any staffing changes and leveling.
• Develop strong relationships with executive managers and sponsors.
• Become a trusted advisor at multiple levels of management.

Requirements:

• Client-facing experience, ideally in an Information technology-related field and with Fortune 100 clients.
• Must be results-oriented, self-motivated, energetic, proactive, and a team player, with the ability to think conceptually and strategically.
• Strong organizational and reporting skills.
• Problem-solving and flexibility.
• 5+ years of service delivery/project management experience, ideally with Big Five/large consulting firms.
• Strong interpersonal skills and ability to effectively facilitate and communicate at all levels of the organization.
• Proven continuous improvement analytical experience including strong project management and reporting capabilities.
• Excellent written and verbal communication skills:
• Demonstrated ability to apply critical thought processes to develop, recommend, and implement strategies and programs that address team objectives.
• Must be able to interact easily with top-level executives.
• Ability to work effectively with cross-functional teams in a matrix environment.
• Experienced in providing metrics inputs to various reporting decks, and communicating key performance indicators to stakeholders in support of business objectives.
• Capability to lead through influence across all levels of the organization.
• Tolerance for ambiguity.
• Ability to clearly communicate project requirements, challenges, and opportunities.
• Ability to establish new or improved operational processes.

Tools:

• Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Must be comfortable learning new tools, including proprietary software.
• Standard project management tools (e.g., MS Project, Asana, etc.).
• Google App tools (Docs, Sheets, Slides, etc.).

Benefits:

• Health insurance.
• Vision insurance.
• Dental Insurance.
• The salary will be determined based on several factors including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
• 401(k).
• We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.

Additional Responsibilities:

• Contribute content and collaborate via the OP-Wiki/Knowledge Base.
• Contribute to OrangePeople technical discussions, peer reviews, etc.
• Participate in OrangePeople monthly team meetings, and participate in team building efforts.
• Provide status reports to OP Account Management as requested.

About us:

OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the Orange People teams, you will have access to industry-leading consulting practices, strategies & technologies, innovative training & education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.