Delivery Manager I at UST in West Des Moines, Iowa

Job Description:

Service Delivery Manager

General Skills:

• Serve as an Executive contact for clients and maintain strong relationship with client's (existing & potential) Senior Leadership. Responsible to maintain highest level of client engagement


• Add value to customer business by providing advice/recommendations to improve their processes, systems, and technology


• Capture long term business needs and drive the creation of domain specific and integrated solutions for the client


• Analyze and assess competitive landscape and provide inputs to Delivery head, Business head, and Executive Management


• Facilitate account mining & drive the revenue growth within the existing accounts


• Manage revenue growth, EBITDA growth and margin for the account


• Management of people in Account and delivery management capacities as well as Technology solutions delivery team.


• Responsible for Talent management in the entire team


• Advising, coaching, and partnering with cross functional teams on project delivery, solution development and deployment and revenue generations techniques as needed.


• Ensure client engagements are delivered in a manner which meets /exceeds customer expectations


• Be a role model and promote organization values & cultures


• Must be able to relocate as needed by the company


• Deep understanding of technology and business drivers within the account


• Develop and maintain service plans for all owned clients.


• Meeting all agreed SLA reporting requirements and hosting service management meetings with our partners.


• Monthly client invoicing across allocated portfolio of clients.


• Work with Client Services and partners to understand internal and external business strategy and how we work to achieve our shared goals.


• Ensures current or changes to solution designs maximize the business benefits to be gained by the client, and solves their specific operational need, whilst providing fit for purpose services for the end customer.


• Build strong relationships with owned clients to ensure a same page attitude exists at every stage of engagement.


• Works closely with client management to understand business strategy and how service owners can help achieve this.


• Develops strong working relationships with managers across technology and operations within client organization to achieve strategic objectives, and maintain these relationships.


• Input to contract negotiations of owned clients and new business opportunities.


• Strong internal and external senior stakeholder management, throughout the delivery lifecycle.


• Issue resolution on behalf of clients and partners.


• Identify areas of development - both technically and revenue driving and feed this back to the Client Services and New Business teams.


• Work closely with the product team to ensure any change is planned and communicated to successful implementation.

Key Skills:

• Previous experience in service, delivery, or consultancy with a proven track record for effective client support, retail domain experience an advantage.


• Ability to build relationships and manage these throughout the client or project lifecycle.


• An inquisitive nature and desire to drive change for improvement and benefit to clients and our internal processes. Act as the change agent when required


• Ability to drill into the detail of both technical and operational process, to support and communicate need both internally and externally.


• Pragmatic approach to problem solving and issue resolution.


• Able to articulate to multi-level audiences.


• Effective communication to multi-level audiences.


• Senior stakeholder management skills.


• Strong understanding of online and offline marketing.


• Work with internal development and product management and with customers to collaboratively develop and drive the strategy for Client's cloud services.


• Develop strategies for individual cloud service delivery, working with development and service delivery teams and customers to ensure that the right products developed, they are capable of high-quality delivery and they meet current/evolving customer needs


• Develop cloud service definitions that enables both the customer and the service provider to know what they can and cannot expect from a service


• Take ownership of the cloud services service level agreements between a cloud service provider and the customer which details the parameters of the cloud services to be provided


• Take ownership of and deliver operational level agreements (OLA) with departments internal to the service provider detailing the provision of certain elements of a service.


• Work with the suppliers to understand the changing market and to reflect this understanding in the products and strategies delivered


• Develop the cloud service catalogue that is published on the Client web as part of the cloud services web site.


• Development functions to establish and agree development priorities and development work.


• Finance function to carry out financial planning for the product to include budgeting and pricing; and to establish and agree financial, business and pricing models for products within the charitable framework and ensuring state aid and procurement compliance


• Customer experience, marketing, and account management teams to drive the field and customer engagement plans


• Strategic support unit to manage product information, and act as owner of such information at directorate level.


• Customers to ensure the current and future products are appropriate and meet their needs.


• Work with stakeholders across the company ensure that:
  
  
  
  • Cloud services are developed in line with the Client's cloud services strategy.
  
  
  • Contracts required to provide cloud service are properly procured and managed.
  
  
  • Services include relevant training for customers to ensure benefit and usage for cloud services.
  
  
  • Cloud services comply with regulatory and legal requirements.
  
  


• Communicate, influence and work with stakeholders and executives both inside and outside of Client's to ensure the broadest understanding and contribution to the Client's cloud services strategy


• Produce suitable business cases through appropriate processes and coordinate cost/activity sign offs


• Act as go-to point for cloud services and advise various internal, partner, and customer teams on Client's cloud services

Soft Skills

• Stellar communication


• Business Acumen


• Consulting Ability


• High degree on Influencing skills


• Effectively partner & collaborate with different functions


• Cross cultural density


• Must be an ambassador of UST Values