Professional Services Delivery Manager

3 days ago

Boston, Massachusetts, United States Intelerad Full time
Job Summary

The Delivery Manager (Professional Services) is responsible for overseeing the successful delivery of implementation projects and services to Intelerad's clients. This role involves leading a team of project management professionals to initiate, plan, execute, and implement client projects, ensuring timely, high-quality, and customer-satisfactory outcomes.

Key Responsibilities
  • Set and meet portfolio forecasts on a monthly, quarterly, and annual basis, and manage the portfolio to deliver against those forecasts.
  • Provide the first level of escalation and primary point of customer governance and escalation communication.
  • Identify and lead initiatives for improving the Project Management Office (PMO) methodology, practices, and standards.
  • Accountable for motivating, inspiring, and coaching a high-performing team of full-time team members and on-demand talent, ensuring a balance between goal achievement, continuous improvement, and employee engagement.
Accountabilities
  • Establish, clarify, and maintain priorities for all projects and internal communication to all stakeholders.
  • Allocate and balance workload across the team to achieve business objectives for customer satisfaction, utilization, and revenue recognition.
  • Ensure all Intelerad functions are aware of project status and risks, both to the customer and to the company, and escalate appropriately.
  • Keep the portfolio dashboard up to date and work collegially within the Professional Services team and cross-functionally to resolve issues.
  • Clarify and utilize clear escalation paths for all project blockers.
  • Ensure project managers perform effective project turnover and initiation, and establish effective customer executive governance.
  • Represent Professional Services in executive governance communication.
  • Ensure project managers follow PMO standards for planning, execution, and communication, including schedule and manage cross-functional stage gates.
  • Influence customers to follow a path that will be successful for them and that Intelerad can effectively support.
  • Provide subject matter expertise to project teams and clients, serving as a technical escalation point for team members and interdepartmental consultant on technical issues and risk mitigation.
  • Steward project managers' accountability for delivering business forecasts and goals through rigorous planning, execution, issue management, and risk mitigation.
  • Drive down project costs and timelines, increase margin and quality, and look for opportunities to leverage existing accelerators and new accelerators to be created.
  • Lead team proficiency and productivity through tool and documentation standardization, standards adherence, and technical training programs.
  • Ensure team leads and project managers track and analyze project utilization to maximize billable hours.
  • Provide guidance and participate in internal and external audits.
  • Consult with sales and customer success management on best practices for project scoping to maximize project revenue.
  • Lead PMO growth and continuous improvement initiatives, as assigned.
  • Represent PMO to Acquisition Integration, as assigned.
  • Foster professional growth and development of all direct team members.
  • Perform the above tasks at scale, delegate appropriately to team leads, project managers, and professionals to effectively cover assigned portfolio.
  • Maintain target billable utilization.

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