Service Delivery Manager

Passionate team members, challenging projects and a great place to work! This is what you can expect if you join the Quisitive team. Founded in 2016, Quisitive is a global Microsoft services and solutions partner. We are a team of professionals with a strong reputation for successfully delivering award-winning Microsoft solutions, including being named Microsoft's 2024 Analytics Partner of the Year. Our culture of continual learning and innovation ensures that we remain committed to Microsoft’s long-term strategy.

What do we attribute our award-winning success to? The people we hire, of course! Our team members join Quisitive for more than just a job. They come to Quisitive to contribute to something bigger than themselves – to be part of a high-performing culture, continue their infinite quest to learn, and deliver innovative and exciting solutions that impact both Quisitive's and our customers’ future success. Our leaders continuously strive to provide the tools and resources that you need to do what you do best each and every day!

It is a very exciting time of growth for our Customer Excellence team, and we are currently hiring a Service Delivery Manager to provide leadership for our project management and customer success teams. 

This role can be located anywhere in the United States.

What will my role entail?

 A Service Delivery Manager (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.

Preferred Qualifications:

• Microsoft Cloud Projects: Experience managing Microsoft cloud technology projects and migrations.
• Certifications: Holding Certified ScrumMaster (CSM), Certified Scrum Product Owner (CSPO), SAFE, Prosci and/or Project Management Professional (PMP) certifications.
• CoPilot, ChatGPT, or other AI tool fluency is a plus.
• Experience as a people manager of a Project Management or Customer Service Team.

• Experience running projects ranging from $2 million+ and/or with 20+ technical team members.

We are looking for curious initiative takers to join our team, so if you are passionate about working with smart people that are committed to accomplishing great things, then apply today!

Please, no third-party agency inquiries, and we are unable to offer visa sponsorships at this time.

About Quisitive

With significant growth since 2016, Quisitive is rapidly achieving our vision of becoming the leading global Microsoft partner as we continue to expand across the United States, Canada and India. With a diversified delivery model that includes both nearshore and offshore capabilities, our team of Microsoft experts delivers cloud and artificial intelligence business solutions and services that ensure our customers achieve their digital transformation goals. In addition, Quisitive offers a portfolio of industry-focused solutions that address customer challenges in healthcare, manufacturing, state & local government and performance management.