Workday Director of Client Delivery

Make a difference. Be happy. Grow your career.

The Role

The Senior Director, Service Delivery will work directly with the Managing Director/Practice Leader, and other Practice leadership, and the PMO Office to lead and align project quality and activities with Nordic ERP’s strategic goals; The Senior Director will work collaboratively with other leaders to ensure the quality, productivity, and success of Nordic ERP’s projects. 

Key Responsibilities

Project Management Coordination and Support

• Work with Project Management Leadership to develop and implement project standards.
• Recommend methods of project improvement and monitoring implementation of those methods on current projects and across the business line where applicable.
• Work with Delivery Leadership to identify training opportunities and mentoring opportunities to support Project Managers, Technical Project Managers and Organization Change Managers.
• Work with Project Managers, Technical Project Managers and Organization Change Managers to support organizational change needed to ensure project success and client satisfaction.

Project Team Support

• Work with project team members to problem solve and provide timely issue resolution.
• Work to build and maintain collaborative relationships among Nordic ERP and client project team members.

• Work with Practice Leadership to identify training opportunities and mentoring opportunities to support Nordic ERP and client project team staff.
• Provide Practice Leadership individual feedback on project team members that can be leveraged for goal setting and performance feedback.
• Ability to work with 3rd parties on project teams.
• Ability to communicate problem resolution to all parties involved.

Lead Delivery Strategy

• Status reporting and project handoff documentation as required by Nordic ERP or client.
• Attend the regular practice calls with the team to present a strategic overview and remain in tune with concerns.
• Serve as the operational backup for other Practice Directors.

Nordic ERP Workday and Additional Vendor Program Management

• Working with the Project Management Team and Practice Leadership, help to own the success of the Workday vendor partnership
  • Evaluate vendor programs and partnership terms.
  • Analyze data to identify staffing needs.
  • Ensure procedures, methodologies, and enablement are in place to support quality service delivery.
  • Create revise, review, and approve SOPs based upon vendor.
  • Conduct internal audits and other quality assurance activities.
  • Monitor client progress, address issues, and implement appropriate corrective actions.
  • Document and report service quality and project financial metrics.
  • Provide communication, high level training and information to stakeholders regarding new vendors and related technology.

Sales Support

• Provide Sales Support Tools and Activities relative to Nordic ERP Project Management and Quality Commitment
  • White Papers
  • Slides
  • Presentations as Needed
• Support Marketing relative to specific programs this position supports.
• Collaborate with and include Account Executives for major milestone meetings, conferences, and discussions.
• Include the Account Executive in the development of any scope change requirements.
• Work with the Account Executive for any discussions related to future work requirements.
• Partner with the Account Executive in discussions related to project status when project-related issues are on the agenda.
• Assure ongoing compliance with quality and industry regulatory requirements.

Skills and Experience

• Must demonstrate and embody Nordic ERP’s Maxims strong internal culture of mutual support and respect.
• Bachelor’s degree or equivalent experience required.
• 8+ years’ successful management required.
• 15+ years’ professional experience required; professional services or consulting experience strongly preferred.
• Proven success working with C Suite in large organizational setting.
• Prior experience implementing, training, or supporting enterprise resource planning software strongly preferred.
• Knowledge and/or familiarity with Workday, Infor/Lawson suite of products strongly preferred.
• Ability to learn the various processes and tools Nordic ERP offers for implementation – core, prescriptive…etc.
• Excellent communication skills, written and verbal.
• Able to balance urgent, short-term needs with strategic, long-term priorities.
• Exhibits strength in relating to people, including ability to deliver feedba