Service Delivery Manager (Remote in US)

Company Description

Resultant is a modern consulting firm with a radically different approach to solving problems.

We don’t solve problems for our clients. We solve problems with them.

Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis as KSM Consulting in 2008, Resultant now employs more than 450 team members who operate remotely and from offices around the United States including Indianapolis, Fort Wayne and Odon, Indiana; Columbus, Ohio; Lansing, Michigan; Denver, Colorado; Dallas, Texas; and Atlanta, Georgia.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

Job Description

To help continue our rapid growth and solve our clients’ toughest problems, we need an experienced and proven Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring our clients thrive through their engagements with Resultant, doing whatever it takes to deliver value and success. This role includes mastering the client’s business, technologies, and key resources across their organization. As a technology consulting firm, it is crucial that all Service Delivery Managers have experience with complex technology projects and understand the intricacies of system transitions, data management projects, and product services. You will serve as the primary point of contact for your clients, acting as both a trusted advisor and point of escalation for their most critical initiatives. Additionally, you'll ensure effective collaboration across all teams involved in achieving these goals.

Key Duties and Responsibilities

The following list is critical to the role.  Other actions, duties, and responsibilities may be required, as needed.

Manage Delivery on Projects or Client-Site Including:

• Account Expansion Activities:
  • Lead all Account expansion activities for specific clients, including extensions, amendments, new scope development, and the RFP process.
  • Manage RFP responses, competition assessment, strategic partnerships (MBE, WBE, VBE), best and final offers (BAFO), and other areas focused on ongoing client wins.
  • Conduct loss retrospectives and lessons learned.
  • Identify and manage contract vehicles.
  • Ensure proposal excellence by aligning with what the client wants and needs and pushing for a partnership with sales.
• Client Understanding:
  • Gain deep knowledge of the client’s business, organizational structure, KPIs/OKRs, strategies, technical and human capital, and financial considerations.
  • Act as a solution architect, comprehending their current technological landscape, including software, hardware, technical debt, risk aversion, change velocity, etc.
  • Understand Resultant's scope of work, intended outcomes, and overarching purpose for the business.
• Client Partnership:
  • Provide clients with relevant, actionable suggestions around people, processes, and technology that complement ongoing work.
  • Actively participate in our team’s solution process, representing ideas on subjects such as:
    • Data Management
    • Infrastructure
    • Architecture
    • Data Migration
    • Product Selection
    • Solution Roadmaps
    • Privacy and Security
    • Agile vs. Waterfall Implementation Approaches
    • Procurement Techniques
    • Maintenance and Operations (M&O)
  • Support Project Managers on escalation points related to resourcing, solution design, implementation, budget, timeline, and cost.
  • Mentor, coach, and train colleagues on the necessary capabilities for client success.
  • Conduct regular check-ins on the status of active projects.
• Innovative Solutions and Confidential Support:
  • Provide innovative solutions and ideas to clients, helping them explore new opportunities for business and service/product innovation.
  • Act as a confidential advisor, assisting clients in overcoming challenges related to people, processes, or technology with creative solutions.
• Industry Awareness:
  • Stay attuned to the industry and market context affecting the client’s business.
• Portfolio Finances Management:
  • Lead monthly meetings with the