Service Delivery Manager
Location
Ukraine
Posted
14 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Service Delivery Manager
Symphony Solutions
Role Description We are looking for a Service Delivery Manager. You will lead delivery on projects covering full SDLC with full ownership and responsibility for quality and deliverables. About You - You have strong experience in client and stakeholder management. - You have excellent communication skills and can build strong relationships with individuals at various seniority levels, communicating effectively even in demanding situations. - You are people-oriented and understand business will not run if the right people are not hired on time. - You have excellent organisational skills and can manage multiple projects simultaneously. - You have strong prioritisation skills, attention to detail, and critical thinking. - You have a good understanding of Agile software development methodologies. - You have a good understanding of main technologies and practices used in software development. - You are a team player. - You have a sense of urgency and take ownership of your projects. - You are fluent in English, both written and spoken, and have great presentation skills. Responsibilities - Delivery excellence: - Ensure services are delivered as promised in the Statement of Work (SOW) and meet client expectations. - Handle project changes smoothly, establishing a clear change process, managing the human impact, and continuously improving the approach. - Develop proper framework according to the project needs. - Build the right team to manage key processes like DevOps, QA, and UX. - Track performance with key metrics and regular reports to find areas for improvement. - Ensure systems are reliable, scalable, and meet performance standards. - Identify potential risks early and take action to handle them. - Create and follow plans to ensure projects are executed successfully. - Keep track of technical issues and fix them to maintain system health. - Provide accurate resource estimates and create roadmaps to guide project progress. - Ensure projects are properly wrapped up, with lessons learned documented for future improvements. - Help plan budgets by providing inputs for accurate financial forecasts. - Track revenue and profitability, and manage invoices according to company processes. - Client relationship management and business growth: - Build strong relationships with clients, being their main contact for service-related matters. - Act as a trusted advisor by aligning delivery outcomes with client goals. - Understand client needs and manage their expectations clearly. - Measure client satisfaction with regular surveys and use feedback to make improvements. - Lead proposal preparation in the pre-sales process, including organizing the pre-sale team and setting communication protocols. - Prepare and deliver compelling proposals that align with client needs and priorities. - Communicate clearly with clients to build strong working relationships. - Collaborate with internal teams to align services with client needs and expectations. - Participate in business trips as needed. - Understand various contractual models (e.g., Fixed Price vs. Time-and-Material) for effective project execution. - Collaborate with client partners and clients to find new opportunities to grow your client account. - Create budget projections and manage costs effectively, in collaboration with the Client Partner. - Prevent and address client escalations effectively to maintain satisfaction and trust. - People management: - Build a great team by finding and hiring the best people. - Design and implement initiatives to boost team morale and engagement. - Help your team develop their careers and grow. - Make sure everyone knows what's expected and how to succeed. - Facilitate conversations to help the team resolve conflicts and maintain a positive work environment. - Compensation Management: - Take part in initiatives to address key organizational goals, drive innovation, and improve our work and culture. - Help teams navigate organizational changes while keeping business goals in mind. - Collaborate with other teams to align services with client needs and improve our services.
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