Service Delivery Manager

TITLE: Service Delivery Manager

LOCATION: Ashburn, VA

Position Summmary

The Service Delivery Manager is a professional and subject matter expert with comprehensive job area knowledge and in-depth knowledge of program and project management, customer service and support. Managing large and complex projects and people with minimal direction or oversight to achieve operational targets and goals with significant improvements in business or functional results. The Service Delivery Manager drives the planning, scheduling, initiation, and management of corporate programs, as well as leading and guiding the work of staff. Responsible for the cost, schedule and technical performance of company programs or subsystems of major programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintaining and monitoring project plans, project schedules, work hours, budgets, and expenditures.
• Manages and leads key programs involving multiple functions and program teams to drive the development and implementation processes for multiple solution offerings.
• Directs the development of overall program strategy, budgets, resource allocations, and general program requirements.
• Communicates program progress, escalations, and issue analysis to product stakeholders; collaborates with business unit management and manufacturing and development partners to recommend and implement changes to products, processes, or business practices to drive continuous improvement and manage program costs.
• Knowledge of full product life cycle; customer needs, design, development, testing, deployment, support
• Be responsible for all customer communications, conflict resolution, and compliance on customer deliverables and revenue.
• Oversee all scheduling related functions for all current contracts and service operations projects.
• Work closely with the sales team to ensure clear and detailed information is outlined in Netsuite to ensure the service coordination team provides successful completion of all contracts/projects.
• Works closely with the service management team to establish directives and overall process improvement strategies.
• Oversee all uploaded data to the CMMS system, ensuring that all information is accurately displayed and managed.
• Works closely with the construction team to handoff all data center builds that require warranty coverage. Manage all warranty-related items for all new builds to ensure efficient scheduling and management of all outstanding items for the duration of the warranty period.
• Oversee all project and preventative maintenance schedules with the service coordinators ensuring that all contracted services are scheduled and completed efficiently to exceed customer expectations.
• Ensuring project deadlines are met.
• Determining project changes.
• Undertaking project tasks as required.
• Developing project strategies.
• Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project.
• Assess project risks and issues and provide solutions where applicable.
• Chair and facilitate meetings where appropriate and distribute minutes to all project team members.
• Create a project management calendar for fulfilling each goal and objective.
• Ensures all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations.
• Other duties as assigned by Manager.
  
  

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience (Desired)

• 5 years’ experience in a related field
• Knowledge in file management, transcription, and other administrative procedures.
  
  

Skills/Knowledge

• Competency in Microsoft applications, including Word, Excel, and Outlook
• Experience using computers for a variety of tasks.
• Demonstrated history of program management excellence.
• Excellent analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to effectively communicate program management architectures, plans, proposals, results, and negotiations.
  
  

Certificates And Licenses

• PMP/PMI certification preferred.
  
  

Supervisory Responsibilities

• Responsible for managing up to 15 to 20 people
  
  

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally lift and or move up to 15 pounds and bend, stoop, kneel, crouch, or crawl. Frequent use of hands to fingers, and ability to reach with hands and arms. Specific vision abilities required include close vision, ability to adjust focus, and ability to see color. Requires eye-hand coordination and manual dexterity sufficient to operate office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate written or online documentation. Involves frequent contact with staff. Frequent sitting, standing, and walking. Work is performed indoors.
  
  

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

CPG is an equal opportunity employer. We will consider all employment applicants without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

• We Utilize Everify