Role Description
The internal title for this role is Technical Services Delivery Manager. The TSDM facilitates the delivery of technical solutions, assets, platforms, and other digital assets in support of our client’s digital marketing activities and goals. Ideal candidates should possess a blend of technical expertise, project management skills, cross-departmental communication, critical thinking, and leadership abilities to effectively manage and coordinate the delivery of technical services to meet client requirements and expectations. This role is open to remote candidates based in the U.S., with a requirement to work Eastern Time (ET) hours.
Key Responsibilities
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Technical Services Delivery
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Oversee the end-to-end delivery of technical services and products, including solution design, implementation, testing, and ongoing support, ensuring quality and timely delivery of digital assets.
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Plan, organize, and prioritize the delivery of technical products within projects, managing allocated resources effectively while maintaining project timelines and deliverables.
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Create and maintain Technical Briefs for technical projects in support of set project management requirements, including detailing deliverables and functional requirements as outlined in Statements of Work.
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Monitor technical project progress, track key milestones, and proactively identify and address any issues or risks that may impact delivery.
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Manage Product launches, including coordination, communication, issue tracking, and quality assurance.
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Technical Team Leadership
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Act as an advocate for a team of technical professionals, providing leadership, guidance, coaching, and general support to ensure performance and professional development.
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Set clear goals and expectations for the team, and provide ongoing coaching and feedback to support their continued work per company and client expectations.
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Foster a culture of collaboration, accountability, and continuous improvement within the technical services team.
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Lead Daily Technical Team Stand-ups, including record keeping and facilitation of issue resolutions.
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Conduct and/or participate in Sprint Reviews, Post-Mortems, and Retrospectives, as necessary.
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Communication and Cross-Team Collaboration
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Act as cross-departmental liaison to foster collaboration and communication across internal teams, including accounts, technical services, project management, and others to ensure alignment and coordination in delivering integrated technical solutions to clients.
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Engage with internal and external stakeholders, including executives, partners, and vendors, to communicate technical project statuses, escalate issues, and solicit feedback to inform decision-making and drive continued alignment between teams.
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Coordinate with internal teams and external partners and/or vendors to ensure the availability of required resources for technical service delivery.
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Coordinate meetings with external technical teams, maintaining continuous communications with all relevant parties.
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Client Relationship Management
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Build and maintain strong relationships with clients, acting as the primary point of contact for technical service delivery by understanding their needs and ensuring their satisfaction with our services and digital assets.
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Serve as the escalation point for complex technical issues, providing guidance and support for clients as needed.
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Operate and maintain client partner agency-facing Service Desks.
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Performance Quality Monitoring and Reporting
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Manage Technical Documentation, including technical knowledge infrastructure related to processes, products, and workflows, updating with regularity to reflect current best practices and established procedures.
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Establish service quality standards and metrics to measure the performance of the technical services team.
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Monitor key performance indicators (KPIs) related to technical service delivery, analyze performance data, and prepare regular reports for management and clients to track progress and identify key areas for improvement.
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Identify and mitigate risks associated with technical service delivery, proactively addressing issues and implementing contingency plans as needed to ensure technical project success.
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Continuous Improvement
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Conduct regular reviews and assessments to identify opportunities for process improvement and optimization.
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Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of technical service delivery processes, tools, and methodologies.
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Lead and facilitate Technical Process optimizations.
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Stay abreast of emerging technologies and industry trends, and assess their potential impact on project delivery.
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Other duties as assigned.
Qualifications
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Experience working with Salesforce Marketing Cloud (SFMC).
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Experience using Adobe Workfront or similar project management tools.
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Experience working in an agency or managed services environment.
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Experience supporting pharma clients or brands, with an understanding of regulated workflows.
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Bachelor’s degree in computer science, engineering, or a related field. Relevant certifications such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library) are a plus.
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Proven experience (5 years) in technical service delivery or product management roles, preferably in the digital marketing industry. Experience with Agile/Scrum methodologies and tools (including SCRUM certifications) is a plus.
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Strong technical background with expertise in areas such as CRM, CMS, Web Development, Email Automation, Privacy Software, Consent Management, Analytics, Scriptwriting, Adobe Experience Platform, and Google Marketing Platforms.
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Demonstrated leadership skills, with the ability to inspire and motivate teams to achieve goals and deliver results.
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Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with clients, partner agencies, and other key stakeholders.
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Solid understanding of program management principles and methodologies, with experience in Agile and Waterfall project management methodologies. Proficiency in project management tools and software, such as Atlassian (Jira, Confluence, Trello, etc.), Adobe Workfront, Smartsheets, Workamajig, and/or other task management programs.
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Analytical mindset with strong problem-solving and decision-making abilities, capable of effectively identifying and addressing complex issues.
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Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and adapting to changing requirements and deadlines.
Benefits
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Medical, Dental & Vision Insurance. We cover a generous portion of employee contributions.
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401K plan. We invest in present and future you, which is why we offer a generous match and immediate vesting on our plan.
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Parental Leave. Generous paid time off for parents to bond with their newest addition.
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Professional Development. Each employee has an annual budget to allocate to professional development opportunities. Employees are encouraged to take a workshop, attend a webinar, join associations, and do anything else that will help them grow in their careers.
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And more! We offer flexible time off, life insurance, LTD, a robust employee assistance program, and more!
