Position Title:                         Manager, Service Delivery

Team:                                      Solution Services – Management

Reporting Relationship:      Reports to Director of Program & Service Operations

Job Description

This role is responsible for the oversight of multiple projects, consultants and project teams to ensure quality, consistency and customer satisfaction in fulfillment of Solution Services commitments.

Responsibilities

Establish standards and methodologies for the service delivery job roles within his/her practice area  

Create standards for the execution of specific service projects, to include repeatable processes, reusable templates, job aides and tools, service levels and measurements

Establish processes for interaction with other Solution Services teams or personnel (e.g. Service Design Architects) to identify optimal inputs and outputs throughout the service sales and delivery lifecycle.

Work with fellow Service Delivery Managers to set project priorities in the event where a consultant is working on projects that cross areas of expertise/regions.

Create and execute training, coaching and mentoring plans for teams and individual Consultants as defined and needed

Provide tools, technology and training to consultants to prepare them for success in their service delivery

Observe and monitor, with frequency relative to consultants’ experience, the performance of consultants during client and team interactions

Provide feedback to be included in annual Performance Appraisals (for FTEs) and to be used in regular feedback reviews with Temp employees.

Day-to-Day Activities

Project Initiation

• Beginning with the transition from the Service Design Architect from sale to implementation, play an intermediary role in project definition.  This may include reviewing the Service Design Architect’s Project Charter and hosting the project kickoff, which includes confirming terms of the SOW, deliverables and project milestones with the customer project team

• Ensure there are set clear roles for all parties participating in engagement, especially when projects are segmented and assigned to multiple consultants
• In some cases, based on the project, the client or the consultant, perform the role of Project Manager as the consultant or team delivers the service

Project Deliverables

• Maintain a repository of best-in-class templates and examples of standard deliverables associated with catalog service offerings; contribute to development of deliverables templates or prototypes for new or unique service offerings
• Confirm expectations of deliverables associated with individual service projects, assisting consultants to obtain better definition or understanding, if needed
• Develop baseline schedules for each catalog service offering, assisting consultants to align baseline schedules with specific client targets and consultant workload
• Ensure that service is delivered or fulfilled efficiently and effectively as scoped, within budget, and with high quality

Project Risk, Quality and Closure

• Oversee consultants in tracking and reporting status and progress on projects for internal and external clients
• Lead the decision-making process to determine acceptable and unacceptable risks in service delivery

• Engage with Consultant, Service Design Architect and client as needed to mitigate risks and resolve problems

• Assist, as needed, in changing or updating schedules based on service extensions, addendums and change orders
• Oversee project closure and (when required) sign-off of project acceptance

Aptitudes and Qualities

Self directed and accountable

Influencer and relationship manager

Composed and focused under pressure

Systems and process thinker

Leader and motivator

Professional and trustworthy

Flexible and innovative

Consultative and service-oriented

Skills and Competencies

Business acumen

Requirements and resource analysis

Verbal and written communication

Decision-making and problem-solving

Group and virtual presentation

Negotiation

Facilitation

Organization

MS Applications (Project, PowerPoint, Word, Excel)

Project Management

Internal technologies

Professional Experience

Leading and participating in project teams with demonstrated results

Engagement with senior-level stakeholders

Customer service and support

Gathering and documenting requirements

Skillsoft products and technologies