Remote Services Delivery Manager, Coach

Summary

Join our team as a Services Delivery Manager, Coach (US – Remote) and play a crucial role in the operational and individual development of project teams. As a coach, you will be responsible for coaching, engagement, and performance of direct reports, team oversight, and workforce management.

Requirements

• Bachelor’s degree or equivalent experience required
• At least 2 years of experience managing professional services teams in the software industry, experience in the IRT or eClinical field preferred
• At least 2 years of proven experience in directly managing and overseeing the performance of subordinates
• At least 3 years of experience as a technical project manager preferred
• Proven ability to work with teams and individuals to build or enhance their skill and potential
• Demonstrated ability to creatively solve delivery problems while maintaining timelines and quality
• Demonstrate ability to effectively prioritize between multiple competing tasks and projects
• Interpersonal skills, including the ability to lead and motivate other team members
• Oral and written communication skills
• Time management and organizational skills
• Follow-through and attention to detail
• Professionalism
• Diplomacy

Responsibilities

• Own responsibility for the engagement, performance, and growth of assigned employees
• Proactively monitor performance of employees and solicit feedback from team members to support coaching conversation
• Conduct frequent, meaningful feedback through coaching conversations and provide actionable, timely feedback to foster employee growth and advancement
• Collaborate with Department Leads to stay aligned on employee performance, priorities, expectations, and career growth opportunities
• Guide and grow assigned employees as professionals through frequent 1:1s by monitoring performance, morale, and career goals
• Hold quarterly Performance Check-ins to discuss performance, ensure alignment on priorities, and identify support needs and learning opportunities in partnership with the team leader
• Guide employees through everyday challenges by emphasizing active listening, asking questions, aligning on action items, and proactively obtaining answers and solutions
• Manage promotion and compensation recommendations and conversations for direct reports
• Partner with Talent & Culture to escalate and address performance and employee relations issues, implement performance improvement plans and manage exits and terminations
• Identify learning opportunities that align to employee strengths and recommend opportunities for them to improve and enhance their capabilities through learning initiatives
• Hold employees accountable for the completion of assigned or mandatory learning and training programs
• Collaborate with Learning and Development to develop training curriculums, delivery training materials, and design best practices
• Participate in key department initiatives to achieve strategic goals and objectives
• Identify, recommend, and develop process improvements and best practices within areas of expertise and focus to drive efficiencies and quality
• Drive or assist implementation and adoption of initiative results
• Provide support related to Issue investigations and the IssueManagement Team as required
• Participate in hiring process and decisions for the Services teams
• Work in collaboration with Department Leadership in succession planning and growth planning for assigned teams