Delivery Excellence Lead
6 days ago
Company Overview:
We are Nezda Technologies, Inc., a leading provider of innovative solutions. Our team is passionate about delivering exceptional results and building long-lasting relationships with our clients.
Job Description:
The Service Delivery Manager plays a crucial role in ensuring the successful delivery of projects and programs. This individual will oversee daily activities, provide direction and guidance as needed, and support technical interfaces and design activities for customers.
Key Responsibilities:
- Capability Presentations and Requirements Gathering: Participate in capability presentations, requirements gathering, and proposal preparations for RF I/RFP/RFCs.
- KPI Development and Reporting: Develop required KPIs of project and/or resources and ensure that those KPIs are consistently met and reported to the client.
- Technical Activities Coordination: Own coordination of technical activities with own engineering teams and client teams.
- Solution Implementation and Technical Delivery: Own technical (solution) implementation and technical delivery: quality, utilization, resource assignments.
- Scope and Budget Development: Develop scope and budget for delivery projects.
- Client Milestone Achievement: Passionately deliver client milestones and SLAs – be it support/maintenance programs or development work.
- Team Oversight and Guidance: Oversee daily activities of delivery team and provide direction and guidance as needed.
- Technical Interfaces and Design Activities: Support technical interfaces and design activities for customers in conjunction with Project Manager from the regional delivery team.
- Process Consistency and Excellence: Drive process consistency and excellence in delivery across projects and accounts.
- Delivery Reviews and Continuous Improvement: Responsible for conducting Delivery reviews, identifying opportunities for continuous improvement and owning client CSAT and NPS scores.
- Process Improvements: Develop process improvements to achieve cost effectiveness and time saving.
- Resource Engagement and Management: Support and engage resources or project team.
- Team Competence and Operational Excellence: Ensure that team maintains a high level of competence and operational excellence.
- Performance Evaluation and Training Needs: Evaluate the performance of team members and determine training needs.
- Employee Transitions and Attrition: Engage resources and manage employee transitions and attrition.
Business Growth and Relationship:
- Customer Relationships: Build and promote strong, long-lasting customer relationships by partnering with them and understanding their stated and unstated needs.
- Business Growth Opportunities: Identify business growth opportunities (aka farming), in accounts where delivery is ongoing. Help manage the expansion of business and conversion from usual staffing to a more value-adding service.
- Collaboration with Sales Teams: Work closely with regional sales teams and account teams for organic growth.
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