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Director of Delivery Operations

2 months ago

Irving, Texas, United States Saicon Consultants Full time

**Job Summary**

We are seeking a highly experienced Director of Delivery Operations to join our team at Saicon Consultants. As a key member of our leadership team, you will be responsible for overseeing the delivery of projects and ensuring that our clients receive high-quality services.

**Key Responsibilities**

  • Manage production clients and ensure timely delivery of projects
  • Oversee the deployment of CRM technology and ensure seamless integration
  • Develop and implement strategies to meet client commitments and provide exceptional client-centric service
  • Lead and manage day-to-day team activities to achieve portfolio and business objectives
  • Maintain high-quality technology solutions and ensure compliance with industry standards
  • Provide feedback and coaching to team members to improve performance and address performance issues
  • Onboard new resources and provide client-specific knowledge and training
  • Recognize and reward team members for their contributions and achievements
  • Identify and address performance issues and provide coaching or replacement as needed
  • Ensure clear definition of roles and responsibilities across all team members
  • Act as an informal coach and mentor for resources on the account
  • Ensure quality and overall impact of deliverables meet or exceed expectations
  • Communicate Targetbase vision and guiding principles to team members and clients
  • Coordinate resources external to the direct team and implement strong program management practices
  • Manage the P&L and ensure achievement of forecasted revenue
  • Identify new opportunities and engage in consultative relationships with clients
  • Estimate work effort and delivery timelines to support solution change management
  • Assist with authoring functional and technical scope sections related to change management
  • Identify resource and technical needs and construct a case for acquiring the necessary resources

**Requirements**

  • 7 years of experience successfully managing production clients
  • 5 years of experience successfully managing CRM technology deployments
  • Meets client commitments on time and provides high-quality client-centric service
  • Effectively manages the day-to-day team activities to achieve portfolio and business objectives
  • Maintains a high-quality technology solution as evidenced by solution audits and results
  • Provides feedback to team members regarding shared resource performance
  • On-boards new resources by providing client-specific solution information, processes, practices, and client-specific knowledge
  • Acknowledges and recognizes members of the team based on their contributions to the client and to the business
  • Identifies struggling resources and proactively seeks to address performance issues
  • Ensures definition of roles and responsibilities across all team members involved with project
  • Acts as informal coach and mentor for resources on the account assisting them with career advice and growth as well as ways of being successful at Saicon Consultants
  • Quality and overall impact of deliverables: Strives to achieve executional excellence. Ensures 99.9% quality goal is met.
  • Commitment to vision and guiding principles of agency and competency: Consistently communicates Targetbase vision and guiding principles
  • Effectively coordinates resources external to direct team
  • Understands and implements strong program management practices (Change Requests, Issue Management, Risk Management, Decision Tracking)
  • Communicates status, issues, and risks effectively to client team members, Vice President, Delivery and client-specific staff
  • Manages the P&L and is responsible for achieving the forecast P&L (updated as necessary based on client changes)
  • Ability to reach across a client organization and discover new opportunities
  • Ability to be strategic from a technology perspective and engage in consultative relationships
  • Accurately estimates work effort and delivery timelines to support solution change management
  • Ability to assist with authoring functional and technical scope section related to change management
  • Identifies resource/technical needs and is able to construct case for acquiring the resource/technical need