Customer Delivery Manager - Project Management Office Accounts

Description

The role sets strategy for escalation and change management, controls costs across all service delivery work, and oversees high-risk projects.

You will lead cross-functional work, keep service delivery within SLA and policy, and spot problems early enough to act before they affect delivery.

You will also find and drive changes that improve operations while balancing scope, resources, delivery cost and coordination.

Responsibilities

• Build strategies for performance metrics, escalation, change management and customer communication.
• Set expense and cost targets for all service delivery needs, then create, put in place and monitor the controls.
• Run high-risk projects, lead cross-functional teams and carry out corrective actions.
• Make sure SLAs are delivered on time, negotiate with vendors, and help shape account and strategic plans.
• Spot revenue opportunities, enforce policy compliance and support organizational goals and initiatives.
• Lead optimization across the organization, manage knowledge management strategies and improve how the team engages customers.
• Design solutions, take part in presales, and negotiate change orders, representing delivery capability and approving cost.
• Apply deep subject matter knowledge to lead complex projects, use your own judgment to resolve business issues, and help set policy.
• Build strong working relationships inside and outside the company, and mentor or guide more junior staff where needed.
• Work on complex problems that require detailed evaluation of many factors.
• Influence the function and provide expertise to project teams, joining cross-functional initiatives where useful.
• Core skills: effective communication, results orientation, learning agility, digital fluency, customer centricity, and impact and scope.

Requirements

• A four-year or graduate degree in computer science, information technology, business administration or a related discipline, or equivalent work experience or demonstrated competence.
• 7+ years of work experience, ideally in ITIL/ITSM, business, customer support or a related field.

Conditions

The base pay range is $93,400 to $143,800 USD per year, applying to United States candidates only. Bonus and/or equity may also be offered. Pay depends on work location, job-related knowledge, skills and experience.

The company may change the compensation and benefits information at any time, with or without notice, subject to applicable law.

Benefits

• Health, dental and vision insurance.
• Short- and long-term disability insurance, life insurance and an employee assistance program.
• Flexible spending account.
• Parental leave of 4 to 12 weeks fully paid, depending on tenure.
• 11 paid holidays.
• Flexible paid vacation and sick leave (see the US benefits overview).