Program Delivery Manager

Program Service Delivery Manager
OverviewThe Program Service Delivery Manager will ensure that our services are delivered to our clients on time and efficiently. TAs Delivery Manager you will be in charge of various responsibilities, including project team leadership, progress monitoring, rectifying reliability issues, budget management, and KPI tracking.  This position will enlist the support of sales specialists, implementation resources, service resources, and company resources as needed. This position may have direct report staff assigned to support responsibilities in specific customers.

Responsibilities

• Provide strong proactive leadership and clear customer centric direction for the assigned, dedicated team daily.
• Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, management of sick leave and absences, and coordinating backfill personnel if required.
• Interview and hiring, as required for all positions at assigned account.
• Create employee development plans, provide coaching, address disciplinary, and employee concerns.
• Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy.
• Increase management’s effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers and team members.
• Communicate values, strategy, and company objectives to all assigned team members in an effective manner.
• Create continuity plan for staff absences.

Requirements

• Bachelor’s degree required.
• 5+ years proven experience as a Program Manager or Project Manager or equivalent.
• Experience in managing staff.
• 5+ years managing complex, multi-thread projects.
• Thorough understanding of project management techniques and methods.
• Excellent knowledge of performance evaluation and change management principles.
• Outstanding leadership and organizational skills.
• Excellent knowledge of Microsoft Office/O365 and related collaboration tools and technologies.