Delivery Success Manager

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,000 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Diego, San Francisco, and Scottsdale.  

Ready to discover the possibilities that live in technology?

 

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

 

About the Role:

The Delivery Success Manager (DSM) is responsible for Professional Services business operations management which encompasses the profitable execution of services delivery. DSMs work closely with the Regional Sales Teams, the Services Delivery Leader in the Region and other Services support roles to ensure successful delivery outcomes are achieved for our Clients and that Service engagements are delivered profitability and in accordance with Trace3 standards. The DSM will partner with Resource Management and Services Partner Management to source resources with the appropriate skills, availability, and labor costs to meet approved project financial models. The DSM will also collaborate with their peer DSMs in other regions to manage the Services business as a “global” organization as it relates to staffing, metrics, and financials. This role will serve as a conduit for activities and communication between account teams and corporate support functions and quarterback for non-technical escalations as necessary.

 

What You’ll Do:

• Services Support
  • New Regional services team member onboarding
    • Provide Client Experience overview, services, and engagement model
    • Review Trace3 services support functions
    • Deliver onboarding training as necessary and ensure any required LMS courses/materials get completed (e.g., time entry guidelines, project management expectations)
  • Support communication and reinforcement of new corporate processes to Sales Teams in collaboration with the Services Delivery Leader
    • Provide feedback from Sales Teams to Corporate for areas of process improvements
  • Function as a leader for the Client Experience Pod Team, consisting of a Client Services Rep and a Project Ops Specialist, supporting the assigned Sales Team and/or Region
    • Work closely with the Engagement Manager and Client Services Center (CSC) to provide input to scoping and pricing, review and offer input on Statements of Work (SOW).
    • Attend regular pipeline meetings with Engagement Managers, Technical Account Managers and Account Reps to review sales pipeline and determine upcoming staffing requirements.
    • Collaborate and advise Sales on various options for engagement models that will meet Client demands, while driving profitability and increasing revenue for the regional services P&L.
    • Proactively identify any issues related to the scoping/SOW development process OR project accounting and address with the Pod Team
    • Bring demand identified through pipeline meetings to the Resource