Director of Service Delivery

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Job description

Description Essential Functions:

• Drive process improvement initiatives within Service Delivery to meet business objectives

• Collaborate with cross-functional leaders to ensure contract terms and conditions are met while ensuring on-time delivery of implementations

• Lead team of 3 to 6 resources responsible for Service Delivery

• Manage the backlog of implementations by setting and achieving revenue forecast targets

• Assist Sales team on large deal pursuit to ensure customer implementations are setup for success

• Serve as subject matter expert for Service Delivery

Required Skills

• Project management of hosting and/or IT related services

• Service Delivery backlog management and revenue forecasting

• Management of a team of at least 3 service delivery staff members

• Strong process and project management skills or certification

• Five plus years in IT Service Delivery

Required Soft Skills

• Extremely well organized with ability manage the customer lifecycle, starting from Client onboarding, consistently communicating our values, early identification and resolution of risk factors, maximizing adoption and retention, and overall customer lifetime value

• Strong customer and team interpersonal and leadership skills with the ability to motivate and influence others.

• Proficient in MS Office programs, including: Outlook, Word, Excel, Teams and Project.

• Outstanding interpersonal and communication skills with experience building rapport and trust quickly across department and levels within a matrixed organization.

• Ability to adjust communication style to match range of audience stakeholders- from C-suite to entry-level contacts to technical analysts

• Conducts business with integrity, high moral standards, and ethical behavior

Education and Experience Requirements

· A formal education in Computer Science, Computer Engineering, or a related field, or equivalent experience

· Service Delivery project management experience

Additional Requirements:

• This is a full-time Monday through Friday position Requirements Project Management, Web Hosting, Solution Delivery, Revenue Forecast

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