Operations Delivery Manager - Solution Development

Job Summary:

The Delivery Manager is responsible for assisting the practice leaders of Data & AI and Client Experience with the operational aspects of delivery and productivity optimization for Solution Development. This includes managing resource assignments, practice program management, client project oversight and escalation, and strategic reporting designed to measure and monitor team productivity and project profitability.

Job Duties:

• Practice operations and management: Assists practice leads with a wide variety of operational related tasks that support running their practice
• Resource management: Ensures projects are staffed appropriately for success and optimizes staff productivity
• Staff onboarding and offboarding: Coordinates with both project and practice leadership to ensure resources are optimally allocated to each project and facilitates the communication of team changes with clients
• Client organization and management: Organizes project teams in the management of unconventional work (e.g. staff augmentation, use of contractors, managed services and support engagements)
• Program management: Manages large, cross-department projects and summarizes status for client and internal leadership
• Sales to Delivery Coordination: Ensures proper teams are created and enabled to begin delivery well
• Detect and resolve delivery issues: Monitors established project, performance KPIs and escalates issues to project and practice leadership
• Analyze Project Risk: Works cross functionally with project teams on defining requirements to assess project risk, the associated reporting needs, and process improvements. Implements process and reporting to enable this
• Consulting: Engages with clients, when needed, to act as an escalation point when client satisfaction is at risk
• Other duties as required

Supervisory Responsibilities:

• Supervises and directs day-to-day workloads of practice team members. This includes developers, engineers, business analysts, project managers, and support personnel on the planning, implementation, and maintenance of internal or external consulting projects
• Serves as a coach/mentor, supporting the career development and performance of the practice team, where required
• Assists performance reviews that are conducted for all practice staff, as appropriate, and develops performance goals for the Data and AI and Client Experience teams

Qualifications, Knowledge, Skills, and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor's degree, preferred

Experience:

• Seven (7) or more years of experience leading operations within software or IT consulting, required
• Three (3) or more years of experience leading the operations of teams made up of business analysts, developers, engineers, and/or full software development life cycle implementations, required
• Three (3) or more years of experience identifying and mitigating risks within projects, generating solutions and recommendations, required
• One (1) or more years of experience managing resourcing and optimizing team productivity, preferred
• One (1) or more years of experience in an IT consulting or solutions capacity, preferred
• Experience managing teams and projects within an IT consulting environment, preferred

License/Certifications:

• N/A

Software:

• ServiceNow, preferred
• Power BI, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Excellent communication skills, both written and verbal, along with strong facilitation and collaboration skills
• Excels at operating in a fast-paced, technical environment
• Ability to solve problems, identify solutions, and appropriately escalate issues
• Ability to coordinate and handle simultaneous assignments while working within a deadline-driven environment
• Capable of assessing current and future workload of projects to determine appropriate prioritization for completion
• Capacity to maintain a professional demeanor and level of patience when dealing with challenging situations
• Ability to work independently in a self-directed capacity while encouraging a collaborative atmosphere among team members
• Advanced level of analytical and diagnostic skills for use in effectively guiding the delivery of consulting engagements
• Superior communication skills allowing for proactive and successful interaction with various levels of management and firm personnel throughout all phases of project development
• Ability to foster cooperation, negotiation, and communication among peer groups
• Ability to think critically to drive to solution-driven outcomes
• Capable of occasional travel, less than 10%