Senior Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for the managing and implementing of medium-scale IT/ Engineering projects with quality, within scope and to ensure deliverables are on time and conform to processes and standards meeting customer’s requirements

Responsibilities:

Project Delivery

• Analyse and document requirements by liaising with a range of people including users and managers, drawing together information needs across a distributed organization
• Establish and prepare project plans, risk management plans, project milestones and deliverables in consultation with business users and architect/designer
• Develop high cadence within the project team for escalated tracks, including daily stand-up and tracking the Action Items Register.
• Manage the implementation of the project on a daily basis with regard to schedules, budget, manpower and quality
• Manage the scope definition and change control mechanism
• Escalate and discuss project overrun issues, scope creep, integration issues, resource requirements with Project Director (PD)/ Delivery Lead
• Manage integration of various components of the project including hardware, software installation, testing, business process review, redesign, application development, migration, and data conversion etc.
• Manage project activities to ensure timely delivery, including identification of critical path, monitoring and driving completion of interdependent activities and adjustment to project schedules to achieve overall completion deadline
• Manage resources including hardware, software, human resource facilities and logistics required for project so as to ensure completion within budget.
• Review project documentation to ensure that it meets customers requirement and conforms to quality management process, standards and procedures to minimize rework and system failures
• Define project resources, performance reviews and post implementation evaluations

Customer/ Vendor Management

• Negotiate with vendors and across teams to ensure adequate resources are available during various phases of the project
• Build relationships with clients, technical staff and management to determine and resolve issues associated with systems implementation
• Manage contractors and subcontractors
• Negotiate with clients on change request effort, schedules and prioritize changes based on business needs
• Clear and open communication with clients on project issues or clarifications

Financial Management

• Perform financial forecasting on the project financials including cost scheduling, revenue scheduling, client billing plan and internal charging plan
• Ensure that the project financials are within the approved budgets

Team Management

• Liaise with team members to ensure that all tasks and deliverables are proceeding according to schedule
• Plan, track and monitor the tasks assigned to the team leader/ members  
• Delegate tasks effectively by providing clear and specific instructions and goals
• Provide leadership to the project team to ensure that proposals/enhancements are fully analyzed and evaluated for their benefits and costs
• Provide the project team with accurate information about business needs and priorities as well as details about existing business systems
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

Qualifications

• More than 6 years of IT/ Engineering project management experience
• Experience in the development, implementation, and support of engineering/ information technology projects in a range of organizations
• Degree in Engineering, Computer Science or equivalent
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
• Able to lead, develop and maintain respectful and trusting relationship
• Experience working in a provider or vendor environment to delivery client projects
  Familiar with working in a matrix organization
• Proven track record in assuming overall responsibilities and managing medium-scale projects

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.  

Together, we make the extraordinary happen.   

Learn more about us at ncs.co and visit our LinkedIn career site. 

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.