Associate Service Delivery Manager

Company Description

OUR STORY

Let’s be honest: there are lots of people out there doing what we do. We’re just not convinced they’re doing it right. Businesses are hungry for innovation and opportunity, but not at the cost of their independence. At Ollion, we’ve connected companies and capabilities around the world to help ambitious organizations make the most of their transformation and leave the status quo in the dust.

WORKING AT OLLION

Innovation is risky. It demands bold steps and big questions, but that’s the price of making change. We’ve got our head in the cloud and two feet on the ground, channeling tech’s endless potential towards a single goal: making a world of difference. And we’re building a global team to do just that— a team capable of making game-changing breakthroughs without ever losing sight of the people it will impact. This is more than consulting. This is the change you can be.

THE OLLION DIFFERENCE

At Ollion, we’re all in on your independence. Our teams are seasoned. Our solutions are straightforward—sometimes even groundbreaking. And our engagements? Exactly as long as you want them to be. We deliver fresh thinking and hard-earned insight in a way that works for you and your customers, arming your organization with everything you need to make your transformation truly mean something.

WORKING WITH OLLION (our clients’ experiences)

Progress matters more than process. Our global team of cloud-native pros is all about creating new and better ways to work—not just by solving your tech challenges, but by using technology to solve your business challenges. We keep the formulas, frameworks, and ten-point plans to a minimum, tackling your most pressing problems with a proprietary mix of good-old-fashioned ingenuity and refreshing humanity.

Job Description

Position Description

The Service Delivery Manager (“SDM”) acts as the primary resource overseeing all facets of Engineering Services delivery for the Client on behalf of Ollion. The SDM is the liaison to the Client for all aspects of Engineering Services delivery including any issues pertaining to staff assignments, performance of the Services, contractual compliance, and overall service management including project management when required. A key part of this role is regular communication with our Clients via recurring meetings and reporting.

Expertise you bring 

Relationship Management:

• Work in close partnership with the Engineering teams to provide guidance and roadmap to Client

• Engage with other account team members such as Account Executives and Client Partners to ensure a cohesive Client strategy

• Coordinate and conduct regular meetings such as sprint planning, monthly reviews, and QBR

• Prepare and maintain detailed service plans to align with Client’s events calendar and inform Ollion’’s delivery organizations of relevant events on Client’s calendar

• Coordinate with Ollion resources to ensure readiness to deliver services 

• Participate in planning meetings for significant business and technology events driven by the Client or Ollion to understand the impact of such events on timely service delivery 

• Ensure proper lines of communication are established between Customer Operations Management and Ollion Operations Management for the purposes of service planning
   

Contract Management:

• Review of contract terms, conditions, scope, and prescribed operational processes

• Alignment of Ollion delivery to the defined contractual scope as agreed upon during regular planning sessions

• Validate monthly Client billing for accuracy 

• Monitor aging invoice reporting for past due invoices 

• Notify Ollion Accounting and executive management when issues arise which may impact proper revenue performance. This may include aging invoices or other external risks including but not limited to client solvency issues, acquisition activity with client, client revenue concerns, etc.  

• Act as the communications liaison between the parties for all issues concerning service delivery and contract compliance, including but not limited to: 

• Changes in Client needs which require changes to contract scope 

• Invoice questions 

• Client satisfaction issues 

On-Boarding Management:

• Organize the efforts of Ollion with the customer for initial onboarding

• Coordinate planning meetings for integration of service delivery processes between Client and Ollion 

• Ensure appropriate access is granted to