Senior Director Of Service Delivery Jobs

10-12 years’ experience in account leadership roles such as information technology, delivery or business process management.

At least five (5) years previous account management experience in the healthcare industry.

P & L, sales and risk management experience preferred.

Manages successful delivery of solutions to multiple clients.

Bachelor’s Degree or equivalent work experience.

Experience working in a highly matrixed environment.

Leadership Skills: Strong leadership and management skills, capable of inspiring, mentoring, and leading cross-functional teams toward successful outcomes

Operational Efficiency: Streamline operational processes, methodologies, and tools to ensure efficient service delivery, resource utilization, and project management across the departments

Resource Management: Effectively manage budgets, staffing levels, and resource allocation to optimize productivity and ensure successful project outcomes

Customer Focus: Proven track record in maintaining exceptional customer satisfaction through effective communication, relationship management, and service excellence

Communication: Excellent verbal and written communication skills, with the capacity to convey complex technical concepts to diverse audiences

Collaboration: Skilled at building collaborative relationships with internal teams, clients, and partners

Advanced project management skill set (processes and tools) including Agile.

Financial management including pricing, budget management, reconciliation, and billing.

Partner with Account, Creative, Finance, Strategy and Technology counterparts to actively manage an agency book of business:

Solicits client direction and input; manage client expectations.

Manages the triangle of scope, budget, and time, weighing priorities according to the needs and objectives of stakeholders.

Experience managing client projects generating a minimum $10M of revenue in a professional services environment.

Minimum of 5 years’ experience in management and leadership roles required.

Oversee the entire service management lifecycle, from service design and transition to operation and continuous improvement.

Champion developing canonical service management workflows and adopt automation for expediting incident management.

Bachelor’s or Master’s degree in a relevant field or equivalent combination of education and work experience.

Demonstrated experience with strategic planning and alignment of IT services with broader organizational objectives.

Strong ability to recognize, manage, and mitigate risks pertaining to service delivery.

Previous experience and knowledge in the area of Payments / Fintech - Must

Proven experience in both building and managing service / delivery teams in B2B / B2B2C growing startups.

Proven experience in managing global teams

Experience in coaching, training, and developing existing global teams (including hiring and firing)

Define and measure impactful KPIs to ensure scalable growth.

Providing easy to understand status updates on the team's capacity, progress, and impact.

Strong management and coaching skills

Partners with training and higher education organizations to offer in-demand credentials that allow young adults to earn college credits

Technology Enablement: Oversee the implementation of durable skills coaching and support through technology enablement

Managing and supporting the program delivery team to effectively facilitate durable skills development and Fellow coaching

Manage a team that leverages technology to scale Propel’s model and support young adults in getting hired into upwardly mobile jobs

Defines the business requirements for program’s technology needs and collaborates with technology to implement new technology solutions to advance program delivery

Ideal Candidate will also have the following technical experience in a delivery management role:

Preferred experience working with Insurance industry clients. Ideally experience in employee benefits and disability insurance.

On Site Resource Management, hiring

Talent Leverage, Management & Development.

Experience working and navigating in a multi-vendor environment

Experience managing contractor and sub-contractors leading them to common Quinnox goal

15+ years of Project Management / Delivery Lead experience in the implementation of P&C insurance software applications

Specialized Knowledge, Skills, And/or Abilities

Reports to Services leadership on project results, metrics, test and deployment management activities

Project Management Professional (PMP) a plus

Manages project scope and changes

Manages the engagement contract and Statement of Work

Excellent project management, communication, and interpersonal skills

Experience in customer relationship management

Some experience in project/program management.

Report progress and escalate challenges/issues to peers and senior management

Strong knowledge of IT requirements / demands in call center operations. Proficiency with MS Office applications (i.e. MS Word, Excel).

Proven experience in the translation of customer business needs into technology requirements and solutions.

Provide expert work order management through driving, following up and closure of assigned trouble tickets.

Manage and correlate multiple events to a single incident.

Effectively manage customer expectations (status and clear description of activities).

Drive service & engineering improvements and establish end-to-end service thinking & 'customer journey-led' working across the portfolio.

Create and define process to troubleshoot and provide corrective action.

Work with multiple internal and external teams to restore service in a timely manner.

Supports empowers, and advocates for project managers and project support team by providing mentorship, motivation, cross-training, and upskilling

Client-centric mindset; ability and aptitude to be client-facing; understanding of client-facing project management needs

Strategy: manages/reports on/improves delivery-related performance metrics that directly support the company’s goals;

Ensures that projects have appropriate requirements, account leadership representation, and specifications for successful implementation

Experience in pre-sales business development and post-sales implementation

Data-driven and data-fluent uses data to develop and manage the internal delivery strategy and key delivery metrics for rapid-growth startup org

Conflict resolution and stakeholder management experience

Establish best practices, processes and procedures for project management and ensure continuous improvement across Product and Engineering

Own Manage Services impacting project(s)

Communicate project risks, progress, launches, and retrospectives for projects managed

Work with internal, cross-functional teams to manage project(s) that have conflicting needs and priorities

Problem solving/analysis and critical thinking abilities

Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills

Transformative leader with an outside in view of world class customer experience

Assists in defining data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction

Experience with Lumen products, processes and support functions with experience working with billing, repair centers and ordering & provisioning organizations

Analytical mind that strategically utilizes data and KPI's to aggressively drive the organization to new heights

Large revenue scope with complex product needs

Microsoft 365 licensing and management experience

OneDrive, SharePoint, Teams, or Exchange management experience

Take ownership of the ITIL based Service Desk management software

Minimum 3 years experience working with ITSM or ITIL framework. ITIL certification desired.

Administrative experience with Windows 10 and 11 desktops within a managed organization (e.g., Active Directory or Azure AD)

Ability to obtain Azure / M365 and other relevant certifications (organization wide requirement)

Demonstrated experience in areas of development, service delivery and project management.

Knowledge and/or experience in financial institution operations related to assigned platform capabilities desired.

Create a rolling resource forecasts (including skill needs) and manage against actual utilization, including identification of upcoming products and releases.

Escalation management of Production issues.

Manage Incident and Problem management processes as they relate to this group.

Education and/or experience typically obtained through completion of a Bachelor’s degree.

10+ years of experience in project/program management roles (using Agile and traditional methods)

Experience working in both product management and product development, preferably in an agile environment

Driving transformation across company in new agile way of working, partnering with change management

Bring ideas from professional facilitation, coaching, conflict management, and mediation to help the team become a high-performance team

This position will work from home. Occasional planned travel to an office location may be required

Bachelor’s Degree or equivalent work experience

Proven experience in software development methodologies, principles, procedures, software management, Project Management, DevOps, Agile Practices, and support tools and services.

Degree in Computer Science or equivalent - information technology, management information systems, software engineering, and networking.

Minimum 15 years experience, out of which there is a minimum of 5 year’s experience managing global delivery teams.

Experience working with mid to enterprise-grade project

Have experienced at least one end-to-end implementation from conception to production release

Basic knowledge of cloud-native technologies, primarily in AWS and Azure.