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Service Delivery Manager- CSM
Service Delivery Manager- CSM
Reference
JBRQ0001389
Description
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Service Delivery Manager- CSM
* Application deadline Friday, 10/20 at 5 ET * Senior TC and Architect from any Pod may apply
* Must have experience with CSM
* Open to US/Canada GlideFast employees
As a Service Delivery Manager, you will provide leadership, guidance, and support to your team of Consultants, ensuring they have the necessary resources and skills to deliver high-quality services. In this dynamic role, you will support the management of all aspects of delivery and career management, providing both technical and administrative support to help resolve technical problems as well as support the management of team performance and the quality of service delivery.
Essential Functions:
* Lead, develop, and inspire a team of consultants * Support project onboarding, resourcing, and customer feedback * Provide technical oversight and support for projects and serve as a first-tier escalation point as needed * Implement and uphold best-in-class practices to enhance quality of all aspects of delivery * Support project staffing requests and monitor utilization * Assist with scoping as needed (ex. SOW’s, ROM’s, or other contractual documents) * Mentor and provide professional guidance to the team as needed * Plan and perform continuous feedback on employee performance and conduct annual performance reviews * Identify and address employee performance gaps and implement plans for performance improvement * Lead Goal Planning discussions and ensure goals and tracked and managed * Ensure career development plans are reviewed and learning opportunities are explored * Review and approve, when applicable, team member’s PTO requests and expenses * Guide career and skill growth of the team and assist with certification guidance * Delivery functions outlined in the technical job description
Additional Functions:
* Provide marketing with case studies and marketing content * Provide interview support as needed * Contribute to the growth and success of the company by participating in Manager Round Table and Manager Hub Sessions * Continue learning service delivery solutions, technologies and methodologies * Build on current platform knowledge by learning new modules and broadening skillset
Required Skill/Experience:
* CSM experience * 3+ years in a consulting position, managing professional services * Consultative skills for software service delivery to lead customers in improving their processes and organizational models * Knowledge in ITIL foundation is required
Required Soft Skills:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks * Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving * High proficiency with the English language: written, reporting, verbal/oral communication skills; must be an effective presenter * Exceptional communication skills to establish effective working relationships, deliver project updates, and provide accurate technical assessments to ensure successful collaboration with all stakeholders * Proven troubleshooting skills * Continue learning service delivery solutions, technologies, and methodologies * Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
Supervisory:
* Manage and supervise a team of consultants
Certifications/Education:
* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
* Application deadline Friday, 10/20 at 5 ET * Senior TC and Architect from any Pod may apply
* Must have experience with CSM
* Open to US/Canada GlideFast employees
As a Service Delivery Manager, you will provide leadership, guidance, and support to your team of Consultants, ensuring they have the necessary resources and skills to deliver high-quality services. In this dynamic role, you will support the management of all aspects of delivery and career management, providing both technical and administrative support to help resolve technical problems as well as support the management of team performance and the quality of service delivery.
Essential Functions:
* Lead, develop, and inspire a team of consultants * Support project onboarding, resourcing, and customer feedback * Provide technical oversight and support for projects and serve as a first-tier escalation point as needed * Implement and uphold best-in-class practices to enhance quality of all aspects of delivery * Support project staffing requests and monitor utilization * Assist with scoping as needed (ex. SOW’s, ROM’s, or other contractual documents) * Mentor and provide professional guidance to the team as needed * Plan and perform continuous feedback on employee performance and conduct annual performance reviews * Identify and address employee performance gaps and implement plans for performance improvement * Lead Goal Planning discussions and ensure goals and tracked and managed * Ensure career development plans are reviewed and learning opportunities are explored * Review and approve, when applicable, team member’s PTO requests and expenses * Guide career and skill growth of the team and assist with certification guidance * Delivery functions outlined in the technical job description
Additional Functions:
* Provide marketing with case studies and marketing content * Provide interview support as needed * Contribute to the growth and success of the company by participating in Manager Round Table and Manager Hub Sessions * Continue learning service delivery solutions, technologies and methodologies * Build on current platform knowledge by learning new modules and broadening skillset
Required Skill/Experience:
* CSM experience * 3+ years in a consulting position, managing professional services * Consultative skills for software service delivery to lead customers in improving their processes and organizational models * Knowledge in ITIL foundation is required
Required Soft Skills:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks * Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving * High proficiency with the English language: written, reporting, verbal/oral communication skills; must be an effective presenter * Exceptional communication skills to establish effective working relationships, deliver project updates, and provide accurate technical assessments to ensure successful collaboration with all stakeholders * Proven troubleshooting skills * Continue learning service delivery solutions, technologies, and methodologies * Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
Supervisory:
* Manage and supervise a team of consultants
Certifications/Education:
* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
Responsibilities
PRIMARY RESPONSIBILITIES:
* Support project onboarding, resourcing, and customer feedback
* Provide technical oversight and support for projects and serve as a first tier escalation point as needed
* Provide technical best practices, architecture and reviews
* Support project staffing requests and monitor utilization
* Assist with scoping as needed (ex. SOW’s, ROM’s, etc)
* Mentor and provide professional guidance to the team as needed
* Provide marketing with case studies and marketing content
* Provide interview support as needed
* Lead, develop, and inspire team members
* Plan and perform 90-day, mid-year and Annual performance reviews
* Lead Goal Planning discussions and ensure goals and tracked and managed
* Ensure team career development plans are reviewed and learning opportunities are explored
* Review and approve, when applicable, team member’s PTO requests and expenses
* Guide career and skill growth of team and assist with certification guidance
SUPERVISORY:
* Manage a team of Technical Consultants and Architects
* Support project onboarding, resourcing, and customer feedback
* Provide technical oversight and support for projects and serve as a first tier escalation point as needed
* Provide technical best practices, architecture and reviews
* Support project staffing requests and monitor utilization
* Assist with scoping as needed (ex. SOW’s, ROM’s, etc)
* Mentor and provide professional guidance to the team as needed
* Provide marketing with case studies and marketing content
* Provide interview support as needed
* Lead, develop, and inspire team members
* Plan and perform 90-day, mid-year and Annual performance reviews
* Lead Goal Planning discussions and ensure goals and tracked and managed
* Ensure team career development plans are reviewed and learning opportunities are explored
* Review and approve, when applicable, team member’s PTO requests and expenses
* Guide career and skill growth of team and assist with certification guidance
SUPERVISORY:
* Manage a team of Technical Consultants and Architects
Qualifications
REQUIRED SKILLS/EXPERIENCE:
* 3+ years in a consulting position, managing professional services
* Consultative skills for software service delivery to lead customers in improving their processes and organizational models
* Knowledge in ITIL foundation is required
REQUIRED SOFT SKILLS:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving.
* Excellent written, reporting, verbal/oral communication skills; must be an effective presenter
* Proven troubleshooting skills
* Continue learning service delivery solutions, technologies, and methodologies.
* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
EDUCATION:
* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
* 3+ years in a consulting position, managing professional services
* Consultative skills for software service delivery to lead customers in improving their processes and organizational models
* Knowledge in ITIL foundation is required
REQUIRED SOFT SKILLS:
* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks
* Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving.
* Excellent written, reporting, verbal/oral communication skills; must be an effective presenter
* Proven troubleshooting skills
* Continue learning service delivery solutions, technologies, and methodologies.
* Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
EDUCATION:
* Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
A successful candidate will have the opportunity to enroll in insurance and other role-based benefits for more information reach out to recruits@glidefast.com
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