Service Delivery Manager

OLR teams consist of highly talented, well-disciplined, committed, capable professionals in their own discipline; self-organizing, adaptable, and cross-functional. The OLR approach for delivery and operations is built on 20 years of leading global omnichannel solutions across a range of industries. Continuously learning, improving, and evolving through each engagement while staying at the forefront of ideas, technology, and a sustainable approach.

OLR Service Delivery Manager have deep practitioner skills across the range of the operational and project management spectrum. They want to share knowledge and collaborate with others to bridge across disciplines, not remain entrenched in one. They display an enthusiastic attitude and are demonstrably passionate about success and their clients’ needs. They possess a strong “can do” attitude and are embedded in cross-functional teams that are committed to delivering better products and services for all our clients.

Responsibilities

• Responsible for managing operations and small projects for one or more accounts
• Working within a scrum methodology and a Continuous Delivery Framework
• Creating, setting, and adhering to governance models both internal and client-specific
• Ensuring that we deliver consistently high-quality software and solutions
• Continuously improving our processes together with the teams
• Contributing or owning bids on new and current engagements from investigation through to closure
• Responsible for managing the client relationship through effective communication and relationship building
• Proactively manages customer scope to ensure delivery of agreed-upon services and any changes when approved through scope management
• Point of escalation and issue resolution across client base ensuring client SLAs are met
• Onsite visits to clients for face-to-face relationship management with a focus on building trust and gaining client confidence
• Onboarding new clients, managing upgrades in service, and leading transitions from project implementation to post-go-live support
• Facilitates weekly meetings with clients to manage expectations, review open issues, discuss risks and make recommendations on ways to improve the business
• Acts as a facilitator between internal SMEs and clients to help expedite resolution
• Prepares and conducts Monthly/Quarterly Service Review meetings, presenting reports to various audience levels including executives
• Manages change requests to ensure work is assigned and completed on time and within budget
• Evaluate client business needs and proactively identify opportunities to grow revenue and profits
• Detailed analysis, review, and approval of time and expense invoices and fixed fee invoices; review and approval of internal consultant time logging

• Strong leadership skills
• An agile mindset and a real passion for delivering business value to our clients
• Effective communication with both business and developers
• Ability to “get stuff done”, and execute actions
• Professional approach when dealing with internal and external customers, including clear and concise written and verbal communication skills
• Demonstrated sense of urgency and willingness to provide exceptional customer service
• High degree of initiative, accuracy, efficiency, and attention to detail
• Ability to juggle multiple priorities while maintaining a positive attitude under stressful circumstances
• Ability to maintain confidentiality when dealing with proprietary information
• Strong ability to proactively identify and resolve issues
• Good project management, collaboration, negotiation and communication skills

Desirable

• Consulting experience
• Experience of working with multiple integrations
• Understanding of CD/CI and the technical concepts in releases and development
• Demonstrate an understanding of BDD principles
• Experience with running omni-channel projects
• Budgeting and financial experience
• A recognized Project Management qualification

• Private Health Insurance
• Private Life Insurance
• Flex Benefits monthly allowance
• Work-from-home friendly
• Coffee, Tea, and Water in the office
• Different social events with a lot of food
• Great Collaborative environment
• Training and developing
• Employer Benefits Program
• A Certified Great Place to Work