Service Delivery Manager - Supply Chain
World Wide Technology
- Saint Louis, MO
- Permanent
- Full-time
- Be the single point of ownership and accountability for all service delivery related activities within their assigned program(s).
- Assist the Service Delivery Executive in the programs they manage.
- Understand the goal of the customer and account team to drive decisions.
- Act as a business consultant to customer, account team and related business units during both new program onboarding and service line growth within legacy accounts.
- Work with cross functional service line groups to identify, anticipate and resolve customer pain points to meet agreed upon success criteria.
- Direct resources outside of department to accomplish goals and objectives leading to a positive customer experience
- Partner with cross functional service lines to implement changes in workflow and work scope to meet business expectations.
- Drive revenue recognition, manage efficiencies, drive productivity, and hold cross functional service lines accountable to the financial health of a program.
- Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery activities
- Build, develop, and lead direct and matrix teams for customer execution while growing talent through internal development and hiring.
- Act as a change agent, balancing organization needs with customer expectations.
- Act as lead within internal projects that help grow the service lines others manage.
- Executive presence.
- Ability to communicate at VP level to help in delivery of large complex programs, over all roles working in account.
- Inspirational leader that can rally a team to meet customer objectives.
- 5+ years of program management experience, preferably with large scale programs.
- Demonstrated ability to think critically to manage multiple lines of services simultaneously.
- Solid understanding of the "best practices" and processes for all of WWTs service lines (e.g. xTC, ATC, PS, Staffing, etc.).
- Ability to develop and maintain the ongoing collaborative relationships with all cross functional groups at WWT (e.g. sales, xTC operations, BD, legal, finance, quality, I.T., etc).
- 5+ years of proven experience leading cross-functional teams, i.e.: sales/business development/operations management.
- Bachelor's Degree or equivalent work experience.
- Excellent understanding of financial processes. Able to create pro forma, track project metrics, forecast future trends and manage change.
- Excellent understanding of the contract process. Able to manage contract modifications, control the impact to a program, and take the lead for negotiations on contract scope, cost and schedule.
- Ability to work independently and aggressively track to project timelines.
- Strong communication skills (written, verbal, and presentation).
- Strong MS office skills (Excel, PowerPoint, Outlook, etc)
- Proficiency in working with project management software, i.e.: MS Project.
- Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness Program
- Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
- Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program