Chief Delivery Officer

Chief Delivery Officer

Reference

JBRQ0001156

Description

The Chief Delivery Officer is responsible for growing and executing the delivery of services at the highest level of customer satisfaction. This role is a results driven position, driving growth in a diverse Professional Services organization, accountable for the successful delivery of projects and overall customer satisfaction. The CDO is also responsible for developing and retaining talent, focusing on both technical and customer service/consulting skills. The CDO will directly engage with members of the technical team, technical managers, leadership, and with customers, and prospects. The CDO must ensure excellent customer relations, as well as engage in high-priority interactions with clients (which includes various chief executives of other companies, among others). Additionally, the Chief Delivery Officer is in charge of ensuring the smooth, effective operation of multiple concurrent projects targeting a diverse client base.

Responsibilities

PRIMARY RESPONSIBILITIES:

* Evaluate operational processes and procedures, and develop strategies and implementation plans to improve and standardize all aspects of delivery

* Work with leadership to develop and evolve Partner strategy

* Growth of the team through additional service offerings and team expansion to meet customer needs/market evolution

* Lead the pursuit of continuous improvement of customer delivery, best practice processes, collateral and team development

* Provide billable hours as a technical resource to customers, concentrating on high risk projects- working to get them back on track

* Monitor team’s resourcing and utilization and monitor and approve team’s PTO and Travel

* Effectively communicate with all stakeholders

* Prioritize and manage customer engagements by working proactively and independently to follow-up on services opportunities; including Customer Experience, Customer Development and Data Services.

* Analyze and interpret data and metrics- create and present key reports to the managementSECONDARY RESPONSIBILITIES:

* Provide leadership and oversight of the technical team and oversee the overall delivery of professional services

* Provide Career and Skill advisement and certification guidance to team

* Conduct Team’s Assessments/Reviews and provide input on Performance Reviews as applicable

* Assist with the continuous development of the mission, strategy and execution plan for all implementation, adoption and professional services at GlideFast

* Collaborate with leadership to develop and evolve Partner strategy

* Lead employees to encourage maximum performance and dedication

* Act as an escalation point when needed

* Communicate proactive resourcing needs

* Any other duties and tasks assigned by the Managing Partners

SUPERVISORY:

* Manage VP of Professional Services

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Qualifications

SKILLS/EXPERIENCE:

3-5 years of related experience in a Professional Services management role

Demonstrable competency in strategic planning and business development

Working knowledge of data analysis and performance/operation metrics

Working knowledge of IT/Business infrastructure and MS Office

Outstanding organizational and leadership abilities

Excellent interpersonal and public speaking skills

Aptitude in decision-making and problem-solving

REQUIRED SOFT SKILLS:

Exemplary communication and writing skills enabling development of the following:

Clear internal communication

Clear customer/market facing communications to customers and partners

Well documented vision, strategic plan and execution directives for direct and indirect stakeholders

EDUCATION:

* BA/BS Degree education preferred

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