Quisitive

Service Delivery Manager

Quisitive

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloudPMP

About the role

  • SDM ensures that the project management and customer success practice services are delivered effectively, efficiently, and to the satisfaction of internal and external clients. This role may sometimes be customer-facing and spans informal leadership, coordination, and continuous improvement responsibilities. SDM often oversees multiple projects or service engagements, working from the sidelines or sometimes on the field to guarantee that services meet or exceed client expectations. In essence, the SDM is the point person who aligns internal execution with client needs, driving quality and consistency across PM and CSM service delivery efforts.
  • The SDM must balance technical understanding with strong leadership and communication to ensure services are not only delivered but delivered well.
  • Key Responsibilities:
  • Reviewing Statements of work for quality, appropriate role allocation time and also for the purpose aligning PMs and CSMs with open capacity to roles with those contracts.
  • Connecting with Presales, Sales and peer Service Delivery Managers to set role allocations and level of PM/CSM responsibilities.
  • Review weekly status meetings and status reports of PMs and CSMs at random and partner with Staff Managers on delivering constructive and celebratory feedback.
  • Support subscription rollover and expiring rollover usage planning by CSMs at month start and monitor burndown weekly.
  • Support renewal planning by CSMs 3 months in advance, striving for a 90% renewal target.
  • Support in Tier 1 and 2 project and case escalations as needed.
  • Partner with PMs and CSMs to maintain and modernize shared project and case artifact libraries. Ensure one standard look across both sets of artifacts and eliminate aged or duplicate items throughout the enterprise.
  • Infuse latest certified project or agile methodologies into shared project and case artifact libraries.
  • Plan and host shared PM and CSM center of excellence meeting, featuring new and modernized project and case artifacts.
  • Ensuring QBRs and/or steering committee meetings are occurring per contractual obligations or where it makes sense for certain PM-led and CSM-led engagements.
  • Participate in PM and CSM interviews as needed.
  • Partner with Director of Delivery Services to create a monthly business summary for the project management and customer success practices.
  • Required Qualifications:
  • 5+ years of combined project and program management experience.
  • 3+ years experience with Azure DevOps Sprint functionalities and with MS Project.
  • Consulting project management experience.
  • Experience with Agile and Waterfall methodologies.
  • Exceptional communication, time management and organization skills.
  • Comfortability partnering from associate consultant up to the C-level.
  • Good problem solving and analytical skills.
  • Bachelors degree or equivalent experience.

Requirements

  • 5+ years of combined project and program management experience.
  • 3+ years experience with Azure DevOps Sprint functionalities and with MS Project.
  • Consulting project management experience.
  • Experience with Agile and Waterfall methodologies.
  • Exceptional communication, time management and organization skills.
  • Comfortability partnering from associate consultant up to the C-level.
  • Good problem solving and analytical skills.
  • Bachelors degree or equivalent experience.