Service Delivery Manager

Location: San Jose, CA
Service Delivery Manager
 
The Collective Group is a nationally recognized leader in providing IT Infrastructure Services and Solutions in support of complex enterprise computing environments. Our clients range from Global 50 giants to mid-tier businesses highly dependent upon their IT infrastructure. We engage directly with end customers or often, through our significant partner relationships; all of whom rely on us to architect, design, install and manage their complex products in the field.
 
The Service Delivery Manager will manage high visibility, complex projects with a focus on customer service and relationship building. They will also develop project schedules, schedule internal and Delivery Partner resources, coordinate with the customer stakeholders, and manage the overall execution of professional service projects. Service Delivery Managers are responsible for the execution of each project using the Customer Lifecycle process and working with the rest of the Project Management Office (PMO) to continue the development of all project processes and procedures.
 
Duties and Responsibilities
The Service Delivery Manager is responsible for project tracking and billing management and working in conjunction with the finance department to insure all billing issues are resolved. Ability to work with customers during the pre-sales stage to understand the various project required outcomes and delivery resources. Ability to work with Customers, Internal and Delivery Partner resources to deliver projects on time and on budget.
 
Create and maintain project schedules and post-sale service delivery
Manage Account Executives, Solution Architects and Delivery Partners to deliver desired customer outcomes
Develop SOWs, including the phases, scoping, pricing, and specific tasks to be performed for the customer.
Facilitate partner development and management
Support and contribute to the continued development and evolution of the PMO
 
Required Skills
Ability to quickly build rapport with customer and the project team.
Proficient in all the standard documentation tools.
Extensive experience managing IT consulting projects
Knowledge of Process Management, including workflow documentation is a plus.
Some knowledge of Dynamics CRM and reporting solutions is desired.
Thorough knowledge and understanding of PMO best practices, operations and procurement
Knowledge of systems, applications, databases, middleware to manage projects about the same.
Proficient in preparation of reports, dashboards and documentation
Knowledge of common Internet protocols, network analysis, and network/security applications
Proficient in Microsoft Office Applications including Project and Visio
Experience in performing vendor management
 
Qualifications
The successful candidate will possess the personality traits, work habits, communication, and social skills necessary to work effectively within a dynamic and highly operational environment. This person will have exemplary personal and professional integrity and demonstrate strong interpersonal skills. In addition, the qualified candidate will have a strong desire to succeed in a nationally and internationally recognized operational environment.
  
Qualifications include:
Bachelor's degree in a related field or equivalent demonstrated experience and knowledge
Applicants must have ability to work in U.S. without sponsorship and a valid Driver’s License
Strong decision-making, analytical & problem-solving skills to provide direction, identify & resolve issues
Strong communication, facilitation and presentation, and training skills to communicate with a diverse group of employees and vendors
Proven ability to manage multiple vendors
A minimum of 3 years of experience managing IT and technical projects
Demonstrated ability to provide excellent customer support
Demonstrated ability managing complex, medium and large projects
Experience in a Technology Sales Organization is preferred
 
Working Conditions
This position is a Project Management role and as such will require customer facing skills and matrixed management of resources that do not report to them.
 
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