Professional Services Delivery Manager

Company Description

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more.Over the last 17 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with more than 300 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting

We are Intelerad. Join us if you care to make a difference in healthcare.

Job Description

Job Summary:
The Delivery Manager (Professional Services) is responsible for delivering a portfolio
of implementation projects and services to Intelerad’s new and existing clients. You
will lead a team of project management professionals to initiate, plan, execute and
implement client projects, with timeliness, quality, and customer satisfaction being key
outcomes.
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.
Purpose
The Delivery Manager will be responsible to:
● Lead teams of Project professionals managing quality software implementation delivery
for a portfolio of Intelerad’s products and solutions to planned timelines and budget,
primarily go-live milestones, ARR forecast, revenue recognition and 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.
● Driving innovation in project definition and delivery models to accelerate the time to
deliver and revenue recognition while sustaining and increasing project quality and
customer satisfaction.
Major Accountabilities

● Establish, clarify, and maintain priorities for all projects and internal communication to all
stakeholders.
● Allocate and balance workload across the team to achieve business objectives for
customer satisfaction, utilization, and revenue recognition.
● ​​Make sure all Intelerad functions are aware of project status and risks both to the
customer and to us. Escalate appropriately on both sides. Keep the portfolio dashboard
up to date. Work collegially within PS and cross-functionally to resolve issues. Clarify
and utilize clear escalation paths for all project blockers.
● Ensure PMs perform effective project turnover and initiation, and establish effective
customer executive governance. Represent PS in executive governance communication.
● Ensure PMs follow PMO standards for planning, execution and communication,
including schedule and manage cross-functional stage gates.
● Influence Customers to follow a path that will be successful for them and that Intelerad
can effectively support. This includes following best practices, adhering to stage gates,
following SRE standards and processes.
● Provide subject matter expertise to project teams and clients, serving as technical
escalation point for team members and interdepartmental consultant on technical issues
and risk mitigation.
● Steward project managers’ accountability for delivering business forecasts and goals
through rigorous planning, execution, issue management, and risk mitigation. Ensure
projects are hitting their financial targets (ensuring contracted resources are billing to
potential, minimize off-contract work, minimize concessions)
● Drive down project costs and timelines, increase margin and quality. Look for
opportunities to leverage existing accelerators and new accelerators to be created.
● Lead team proficiency and productivity through tool and documentation standardization,
standards adherence, and technical training programs
● EnsureTLs, PM’s track and analy