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Service Delivery Project Manager

2 months ago

Dunwoody, United States Evergreen Full time

About this role

The Service Delivery Manager is charged with ensuring consistent delivery across their entire portfolio of programs. They will have a clear understanding of commitments and deliverables made within each contract, will develop weekly goals for their Delivery Team to target, monitor service health, production, quality, and team engagement.


They will work with program leaders to ensure value is being provided on each program and that continual service improvements are the focus. In addition, they need to develop the skills necessary within their team to support both the client as well as Evergreen internal processes and leadership initiatives.



Day-to-day duties

  • Implement strategic goals in partnership with the Service Delivery Director
  • Manage high-risk, high-impact program(s)
  • Create/update processes to drive efficiencies across practice(s)
  • Bring delivery thought leadership and best practices to identify delivery gaps and bring ideas to improve
  • Direct management and leadership of the operational service team within a specific Practice
  • Define and manage standard operating procedures and processes for service
  • Manage administrative aspects of assigned service:
  • Updates operational schedules and monitors progress of service; Reviews service; Creates and maintains standard operating procedures and other documentation regarding maintaining system operations; Evaluates and monitors progress against performance and quality measurements.
  • Manages design and implementation phases; Works with vendors to resolve problems and to initiate the appropriate solutions; Prepares, reviews, and processes change orders for changes to contracted scope of work; Monitors adherence to operational schedules
  • Makes recommendations concerning improvements, modifications, design strategies, programming, systems infrastructure, or other aspects of service development.
  • Serve as a direct manager to consultants. Not limited to but including:
  • Effectively communicate roles and responsibilities to accomplish service objectives
  • Build a balanced relationship and provide performance feedback
  • Manage culture to drive team performance
  • Offer any professional support needed
  • All other job duties as assigned


Qualifications

  • 4+ years of managing a technical team in a service management capacity within a service delivery environment specific to service industry.
  • Excellent presentation skills and experience presenting to Executive Leadership
  • Ability to understand, articulate and provide impactful value to a service offering, customer or business
  • Knowledge and experience with different service management frameworks (ex: waterfall and agile)
  • Ability to effectively influence and communicate with all levels of stakeholders
  • Excellent meeting, workshop, and facilitation skills with proven knowledge of fostering participation and collaboration in small and large groups
  • Ability to mediate disagreements and negotiate agreeable resolutions
  • Demonstrated track record of managing and delivering program or portfolio financial management
  • Experience identifying and tracking process or continuous improvement items
  • Ability to identify, select and evaluate candidates for services/programs
  • Proven client interfacing and in-person communication skills
  • Proven track record of establishing and maintaining cross-team relationships and collaboration


Preferred qualifications

  • ITIL
  • Six Sigma
  • HDI Certifications




This role will take place in Dunwoody, Georgia on a hybrid schedule.


Learn more about Evergreen by clicking this link