Service Delivery Manager - Atlanta, GA

PMG.net
PMG’s Service Catalog software transforms the end to end process of requesting and fulfilling service requests from internal clients. Such requests include getting a new laptop, provisioning a new employee, or requesting configuration of new servers. Our software presents request forms to end users and passes request data to the fulfillment engine for processing in any number of manual or automated steps, in sequence or in parallel. The fulfillment engine interfaces directly to nearly 100 business support systems and/or sends work to teams or individuals for processing, all the while tracking and reporting real time status and process metrics. Our global client base includes many from the Fortune 100.

Position Summary
The Service Delivery Manager (SDM) will have primary responsibility for every aspect of Service Catalog implementation projects. The SDM will be responsible for leading the client in project planning, solution design, configuration, training, etc, throughout the implementation lifecycle. He/she must have demonstrated communication, consulting, process improvement and client relationship skills. He/she must be able to clearly understand and communicate complex technical and business concepts to clients and fellow team members. The SDM will work alone or with a team, acting as the main point of contact for assigned clients and projects.

Key metrics used to assess SDM performance will include:

  • On time/on budget project delivery
  • Resource billing/utilization rates
  • Client satisfaction

The ideal candidate will have 7-12 years experience with a top consulting firm working with clients to deliver IT solutions, or similar experience in an IT organization within a large company, any industry.

Project Management
The SDM will be accountable for every aspect of project delivery including:

  • Conducting appropriate turnover from Sales
  • Creating detailed project plan with key milestones and deliverables
  • Creating resource plan with accurate projections throughout project
  • Creating or supervising the creation of all project deliverables, reviewing deliverables for quality prior to delivery to client
  • Working with client to define project reporting procedures, at a minimum updating client on adherence to project plan, budget and burn rates, and keeping internal resource planning systems up to date on a weekly basis
  • Identifying and tracking risks and issues to closure, involving the appropriate resources to ensure that risks and issues do not impact overall project success
  • Monitor project scope and advise clients about scope issues that may impact overall project budget, timelines, or success
  • Working in partnership with all PMG colleagues to leverage resources across efforts as resource needs evolve
  • Preparing for thorough handoff to Support

People Management
Service Delivery Managers will be responsible for directing the efforts of all project personnel:

  • Provide clear direction so that resources can complete quality work efficiently
  • Ensure that resources are appropriately trained/prepared to deliver quality work
  • Provide daily/weekly feedback about deliverables to keep consultants and developers on track
  • When implementation projects complete, or every six months, prepare and deliver written performance feedback
  • Drive and support collegial, hard-working, innovative, and fun workplace environment

Relationship Building/Sales
In addition to project management, the SDM has primary responsibility for maintaining client relationships throughout the implementation phase and beyond:

  • Own client satisfaction throughout the implementation project
  • Maintain relationship with client throughout PMG’s entire relationship with the company – work with Support to maintain client satisfaction post-launch
  • Keep client contacts abreast of Product upgrades and plan to support their upgrade efforts
  • Conduct at least once annual Operations Reviews to understand how they are using the Service Catalog and offer any advice/best practices and keep teammates advised of client innovations
  • Scan for follow on license or services sales opportunities and work with Services VP and Sales VP to develop proposals

Business Process Analysis and Design/Business Acumen
The SDM will be responsible for detailed requirements gathering and analysis:

  • Understand client’s initial scope and requirements and conduct interviews, analyze existing systems, and ask probing follow up questions in order to surface actual requirements and success factors
  • Exhibit creativity in identifying and implementing solutions to meet business requirements
  • Identify formal and informal stakeholders and include their input and gain support as appropriate
  • Proactively propose business process improvements that could/should be implemented within the scope of the software implementation
  • Work with client to understand business value drivers for project and articulate project progress and success in terms of their value drivers
  • Constantly strive to deliver additional value to client

Software Configuration
The SDM will in many cases be a key project delivery resource and as such must be able to design, develop, test, and migrate software solutions

  • Gain and maintain expert level proficiency with configuration of PMG software suite
  • Understand modular program design principles and design stable, simple, reusable forms and workflows to meet client needs
  • Configure forms and workflows according to designs
  • Write database queries to work in forms and workflows
  • Work with development team to design any necessary customizations
  • Configure system interfaces as needed
  • Conduct unit and system testing of all solution elements
  • Work with client to design and execute effective User Acceptance Testing
  • Prepare appropriate documentation to support solutions including user guides, design overviews, etc
  • Design and conduct appropriate client training to ensure that client team members or third party support organizations will be able to successfully understand, maintain and support the solution ongoing

Must Have

  • Excellent oral and written communication skills
  • Excellent problem solving and analysis skills
  • Minimum 5 years directly managing technical/software implementation projects
  • Proven skills working with clients in complex business environments
  • Capability of understanding situations that are less than fully defined and detailed, exhibiting the ability to bring clarity to ambiguous situations
  • Strong knowledge of MS Products (Word, Excel, PowerPoint, Visio)
  • Familiarity with web applications, networking, Windows OS, and relational databases
  • Familiarity with software development life cycle
  • Familiarity with SQL
  • Executive presence – must be credible to senior client executives
  • Team orientation
  • Ability to travel – 50% average annually

Nice to Have

  • Familiarity with .NET scripting, Visual Basic, JavaScript, or other similar language syntax and concepts.
  • Additional spoken/written languages, particularly German, Dutch, French
  • Familiarity or certification in ITIL
  • Familiarity with HRIT applications
  • Exposure to any of the following applications:
    • CA Unicenter
    • Remedy
    • HP Service Manager
    • SAP
    • Oracle
    • PeopleSoft
    • Active Directory
  • Project Management certification
  • MBA or similar
  • Background in accounting or finance

 

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