Delivery Manager

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.  

Intelerad offers one of healthcare’s most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. To learn more, visit intelerad.com and follow Intelerad on LinkedIn and Twitter.

Job Description

The Delivery Manager is responsible for managing the end-to-end delivery of Intelerad’s portfolio of implementation projects and services to both new and existing clients. The Delivery Manager will lead a team of project management professionals to initiate, plan, execute and implement client projects ensuring timeliness, quality, and customer satisfaction being key outcomes. The Delivery Manager will work closely with the Sales, Sales Engineering and Customer Success teams to align customer requirements and expectations with Intelerad products and services, ensuring the delivery of quality Statement of Work (SOW). Success will be measured by timely delivery of quality projects, adherence to project scope and budget, customer satisfaction, and revenue recognition.

You will be responsible for setting and meeting portfolio forecasts on monthly, quarterly, and annual bases, and managing the portfolio to deliver to those forecasts. You will provide the first level of escalation / primary point of customer governance and escalation communication. You will identify and lead initiatives for improving upon the PMO methodology, practices and standards.  Additionally, you will be accountable to motivate, inspire, and coach a high-performing team of full-time team members and on-demand talent, ensuring a good balance between goal achievement, continuous improvement, and employee engagement.

The Delivery Manager will be responsible to:

• Develop, close and transition to delivery phase Statements of Work (SOWs) for Intelerad’s new and existing clients that will facilitate successful implementation and client satisfaction by structuring SOWs for projects that can be delivered on time and within scope, and establishing safeguards to prevent scope creep.
• Lead teams of project professionals managing quality software implementation delivery for a portfolio of Intelerad’s products and solutions to planned timelines, budget and margin: primarily go-live milestones, ARR forecast, revenue recognition, and margin realization.
• Provide customer-facing leadership presence, owning PS customer governance and relationship management during PS implementation phase(s), in collaboration with Sales AE and/or CSM.
• Be a cross-functional leader to continuously improve how we work together as a company and within PS. Take a collegial approach to leading projects for change to improve productivity, efficiency, and quality.

Major Accountabilities

• Collaborate on sales opportunities, MSA’s and Quotes to ensure sufficient and appropriate scope is captured to fulfill client requirements and level of effort for Professional Services implementation.
• Collaborate with Sales & Presales engineering to develop Professional Services SOW scoping, sizing, estimation and timelines.
• Look for opportunities to recommend and sell PS pre-configured services and leverage accelerators. Look for opportunities for new accelerators and services PS can develop and bring to market. 
• Ensure PS have accurate demand in the opportunity pipeline for the resources we need to serve customer needs with enough lead time to staff.
• Maintain SOW status and workflow in JIRA, and update OpenAir with SOW status. 
• Maintain forecasted sales close date in JIRA and OpenAir so that demand forecasts are accurate, and close the deal predictably.
• Consult to Sales and CSM on best practices for project scoping to maximize project revenue and margin.
• Influence Customers to follow a path that will be successful for them and that Intelerad can effectively support. This includes f