Senior Service Delivery Manager

Yochana; Beachwood (OH); On-site; USD 180,000 - 230,000; Full time

Job summary

Yochana in Beachwood, OH is seeking a Service Delivery Head (infrastructure) to oversee the successful delivery of professional services projects, lead project managers and teams, allocate resources, and ensure quality and timely delivery.

The role emphasizes building client relationships, risk management, governance, QA, performance reporting, process improvement, and alignment with strategic goals across multiple teams.

Responsibilities

• Overseeing the successful execution and delivery of projects within a professional services organization.
• Overseeing project managers and teams, monitoring project timelines, and ensuring that deliverables meet quality standards.
• Effectively allocating resources, both human and material, is crucial for project success.
• Building and maintaining strong client relationships is a key aspect of the role. The Head of Delivery is a liaison between the client and the delivery team, ensuring that client expectations are met and addressing any concerns or issues that may arise during the project.
• Risk Management: Identifying and mitigating risks is inherent to project management. The Head of Delivery must have a keen eye for potential risks that could impact project timelines or deliverables. Implementing risk management strategies and contingency plans is essential to navigate uncertainties effectively.
• Quality Assurance: Maintaining a high standard of quality in project deliverables is critical. The Head of Delivery is responsible for implementing and monitoring quality assurance processes to ensure that all work meets or exceeds client expectations.
• Performance Monitoring and Reporting: Implementing performance metrics and key performance indicators (KPIs) is essential for tracking project progress. The Head of Delivery oversees the creation and analysis of reports that provide insights into project performance, enabling data-driven decision-making.
• Process Improvement: Continuously improving delivery processes is vital for staying competitive and meeting evolving client needs. The Head of Delivery identifies areas for process optimization and works collaboratively with teams to implement improvements that enhance efficiency and effectiveness.
• Manage multiple large-scale, complex and specialized competency-based customer projects with strong focus on delivery responsibility and delivery excellence, including strategic planning and tactical project management for the projects.
• Develop strategies aligned with the organization’s vision and drive their implementation.
• Influence customer perception positively, contribute to relationship management and drive account farming.
• Ensure development & delivery of software services & solutions in line with customer and investors requirements through optimal utilization of human resources.
• Interface and engage with customers at a strategic level, ensuring that not only the current project requirements are met but also forecast the needs or issues that may arise and devise ways to address those proactively.
• Ensure that all customer feedback processes are completed on time.
• Ensure programs are completed on‑time, within budget, and within customer expectations for quality and functionality.
• Ensure complete contract management, including profitability and other parameters across projects.
• Lead various organization wide activities such as knowledge sharing, innovation and process improvement.
• Provide thought leadership in professional networks and contribute to organizations brand building.
• Align with multiple units and cross‑functional teams to create an effective value chain for the customers.
• Carry out regular reviews with various stakeholders to ensure consistent implementation of strategies.
• Support and cultivate a culture of completing documentation and reviews, particularly the ongoing and post project knowledge management related actions.
• Ensure that going forward the best practices become a part of the standard process.
• Create and maintain program level dashboards to enable effective project management.
• Provide overall management guidance to the team.
• Promote teamwork, motivate, mentor, develop subordinates and manage any conflicts within the teams.
• Ensure that skillsets in the team are built with the necessary certification.
• Play the role of the Technical Mentor and Coach to the team, sometimes working with many levels down, to both assess and develop their technical capabilities

Job description

Title- Service Delivery Head (infrastructure)

Type- FTE

JD:

• Overseeing the successful execution and delivery of projects within a professional services organization.
• Overseeing project managers and teams, monitoring project timelines, and ensuring that deliverables meet quality standards.
• Effectively allocating resources, both human and material, is crucial for project success. This involves balancing workload, skill sets, and project requirements.
• Building and maintaining strong client relationships is a key aspect of the role. The Head of Delivery is a liaison between the client and the delivery team, ensuring that client expectations are met and addressing any concerns or issues that may arise during the project.
• Risk Management: Identifying and mitigating risks is inherent to project management. The Head of Delivery must have a keen eye for potential risks that could impact project timelines or deliverables. Implementing risk management strategies and contingency plans is essential to navigate uncertainties effectively.
• Quality Assurance: Maintaining a high standard of quality in project deliverables is critical. The Head of Delivery is responsible for implementing and monitoring quality assurance processes to ensure that all work meets or exceeds client expectations.
• Performance Monitoring and Reporting: Implementing performance metrics and key performance indicators (KPIs) is essential for tracking project progress. The Head of Delivery oversees the creation and analysis of reports that provide insights into project performance, enabling data-driven decision-making.
• Process Improvement: Continuously improving delivery processes is vital for staying competitive and meeting evolving client needs. The Head of Delivery identifies areas for process optimization and works collaboratively with teams to implement improvements that enhance efficiency and effectiveness.
• Manage multiple large-scale, complex and specialized competency-based customer projects with strong focus on delivery responsibility and delivery excellence, including strategic planning and tactical project management for the projects.
• Develop strategies aligned with the organization’s vision and drive their implementation.
• Influence customer perception positively, contribute to relationship management and drive account farming.
• Ensure development & delivery of software services & solutions in line with customer and investors requirements through optimal utilization of human resources.
• Interface and engage with customers at a strategic level, ensuring that not only the current project requirements are met but also forecast the needs or issues that may arise and devise ways to address those proactively.
• Ensure that all customer feedback processes are completed on time.
• Ensure programs are completed on‑time, within budget, and within customer expectations for quality and functionality.
• Ensure complete contract management, including profitability and other parameters across projects.
• Lead various organization wide activities such as knowledge sharing, innovation and process improvement.
• Provide thought leadership in professional networks and contribute to organizations brand building.
• Align with multiple units and cross‑functional teams to create an effective value chain for the customers.
• Carry out regular reviews with various stakeholders to ensure consistent implementation of strategies.
• Support and cultivate a culture of completing documentation and reviews, particularly the ongoing and post project knowledge management related actions.
• Ensure that going forward the best practices become a part of the standard process.
• Create and maintain program level dashboards to enable effective project management.
• Provide overall management guidance to the team.
• Promote teamwork, motivate, mentor, develop subordinates and manage any conflicts within the teams.
• Ensure that skillsets in the team are built with the necessary certification.
• Play the role of the Technical Mentor and Coach to the team, sometimes working with many levels down, to both assess and develop their technical capabilities