Location: North Bethesda, MD and/or Denton, TX (Near Dallas, TX)
Job Type: Full-Time
Exp : 15+ Years
Job Summary:
The Onsite Delivery Manager will have complete delivery ownership of customer engagements’ portfolio comprising IT Managed Support Services, Business Transformation and Platform Modernization programs. This role involves ensuring service delivery excellence, managing customer relationships and stakeholders’ experience from service delivery; and leading project teams to achieve business objectives. Additionally, the role includes P&L management, consulting, account mining, and ensuring domain solutions fitment responsibility. The manager will also establish service maturity and improvement plans, success measures, and methods to continually improve customer engagement, experience, and overall customer IT health and business objectives attainment.
Key Responsibilities:
Service Delivery Management:
Oversee the delivery of IT Managed Support Services to ensure high availability and performance.
Drive plans for Proactive and Preventive Maintenance and increased predictability and stability through AIOps
Manage ERP and Digital Transformation programs in the engagement portfolio, ensuring alignment with business goals and timelines.
Act as the primary point of contact for customers, addressing any issues or concerns promptly.
Monitor and report on service delivery and KPIs, experience metrics like NPS and CSAT; and improvement plans. Develop success measures to track and evaluate service improvements.
Develop and implement strategies to continually improve customer engagement, experience, and overall IT health.
Define and track success measures to ensure alignment with business objectives.
Develop and implement strategies to continually improve customer engagement and experience.
IT Modernization:
Lead IT modernization and Business Transformation initiatives across Digital, ERP, Cloud, and Data & Analytics (D&A) streams.
Develop and implement modernization strategies to enhance IT capabilities and business agility.
Ensure successful adoption and integration of modern technologies and practices.
Collaborate with stakeholders to align modernization efforts with business goals and objectives.
Project Management:
Lead project teams in establishing clear project charters, scope control and planning, execution and PM controls and realization frameworks
Ensure projects are delivered on time, within scope, and within budget.
Review and maintain project plans, schedules, and budgets.
Ensure impediments and projects risks are identified early and mitigated sufficiently
Maintain effective communication plan and change management discipline
Client Relationship Management:
Build and maintain strong relationships with clients and stakeholders.
Ensure client satisfaction by delivering high-quality services and solutions.
Conduct regular multi-level customer cadences and ensure timely escalation support enablement to de-risk IT services and programs.
Team Leadership:
Foster a collaborative and high-performance work environment.
Manage and mentor a team of IT professionals and project managers.
Provide guidance and support to team members to achieve their professional goals.
Continuous Improvement:
Identify areas for improvement in service delivery processes and implement best practices.
Stay updated with industry trends and emerging technologies to enhance service offerings.
Drive initiatives to improve service quality and efficiency.
P&L Management:
Oversee the financial performance of projects, ensuring profitability and cost-effectiveness.
Develop and manage budgets, forecasts, and financial reports.
Implement strategies to optimize financial performance and achieve business targets.
Consulting:
Provide expert advice and consulting services to clients on IT Managed Support Services and Business Transformation programs.
Develop and present solutions that address customer needs and business challenges.
Collaborate with customers and project teams to identify opportunities for improvement and innovation.
Account Mining:
Identify and pursue opportunities to expand services within existing customer account.
Develop and execute account growth strategies to increase revenue and customer engagement.
Build long-term relationships with key stakeholders to drive account growth.
Domain Solutions Fitment:
Assess and recommend domain-specific solutions that meet customer requirements.
Collaborate with domain experts to ensure the successful implementation of solutions.
Ensure that solutions delivered are aligned with industry standards and best practices.
Enterprise IT Architecture:
Possess a deep understanding of the overall IT ecosystem, including platforms, infrastructure, and applications.
Help customer CIO organization develop strategies to maintain and improve the IT infrastructure and platforms to support business operations.
Collaborate across IT teams to ensure seamless integration and performance of the entire IT environment
Qualifications:
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
15+ years of overall experience in the IT services industry.
5+ years of experience in a similar role.
Proven experience in IT service delivery and project management, particularly in ERP and Digital Transformation programs.
Strong understanding of ITIL processes and best practices.
Excellent client relationship management and communication skills.
Leadership experience with the ability to manage and motivate teams.