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The Service Delivery Management (SDM) oversees key operational activities that are core to providing high quality consulting services to our customers. This includes managing deal information, supporting contracting activities, customer on/off boarding, time tracking compliance and oversight, and engaging with customers and consultants on engagement status. The Service Delivery Manager will collaborate with Finance, Recruiting and Sales to ensure that teams are aligned and working efficiently when finalizing deals or starting new consulting projects. Candidates may be responsible for project oversight for one or more engagements to define work plans, timelines, manage tasks, etc. The Service Delivery Manager also works closely with the leadership on key issues affecting the business and drives process improvements where needed.

Work with Sales to maintain Deals that reflect consultant assignments, cost/billable rates, start/end dates, etc.

Work with customers and partners to ensure agreements are fully executed, purchase orders are issued, and we have documented procedures for finance to submit invoices.
Maintain customer point of contact information (i.e. operational) for each engagement which is published and available for management use.
Manage consultant on-boarding with customers or partners including:

Receipt of computing equipment
User access to systems and applications
Time entry in customer application.
Working with customer point of contact to work through issues.

Manage consultant off-boarding with customer or partners including:

Return on computing equipment.
Delivery or project documentation
Completion of knowledge transfer

Coordinate setup of projects in Enable Data time tracking and/or customer time tracking systems and review consultant time entry each week based on company policy.
When assigned to a customer project, coordinate with customer to define project milestones, delivery dates and consultant tasks. Manage project activities using traditional or agile-based methods, project routine status on team progress and escalate issues where appropriate.
Monitor project utilization and manage over/under utilization issues.

Track and escalate customer or consultant engagement concerns to management so we can proactively address delivery issues. This can include an underperforming consultant, change in scope by customer, technical blockers, etc.
Advise company leadership on operational issues that may affect the business.

Requirements

Bachelor's degree or equivalent experience in Business, Computer Science, or a related field.
Good oral and written communication skills, including the ability to interact with customers.
Demonstrated ability to prioritize and manage multiple projects, manage expectations, and complete deliverables in a timely manner.
Understanding of Data Migration projects
Self-motivated and able to work independently.
Strong sense of ownership and accountability for work.
Ability to create a variety of documents including procedures, presentations, worksheets.
Strong interpersonal collaboration and team skills including working with cross-functional teams.
Familiar with different project management methods and tools, including Scrum.
Work Environment
Candidates must be available during customer core business hours (9:00am to 3:00pm CST).
Candidates must be comfortable working with video conferencing tools and interacting with customers using this method.
Teleworking is permitted for this position.

Enable Data Incorporated

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