Remote Service Delivery Manager

Summary

Join our team as a Service Delivery Manager and take a leading role in managing commercial engagements, ensuring customer satisfaction, and coordinating with internal teams to make sure projects run smoothly through the entire service delivery lifecycle.

Requirements

• 5+ years of relevant experience, with a proven track record in service delivery and project management
• Strong leadership skills and the ability to mentor others
• Demonstrated strong customer-centricity focus and experience
• Advanced knowledge of project management methodologies
• Exceptional problem-solving skills and the ability to work under pressure
• Fluent command of English

Responsibilities

• Managing customer expectations to ensure a high level of satisfaction
• Through understanding of customer’ complete requirements within the SOW and contract, as well as liabilities related to this project
• Establish effective and proactive communication and partnership with all project stakeholders’ managers (department managers, customer relationship managers, etc.) regarding project delivery, status, relevant challenges & risks
• Tracking Project P&L, effort spent (M/D), and financial milestone dates on a daily basis, share weekly reports related to current engagements with the supervisor
• Organizing project kickoff internally with the team, as well as externally towards the customer
• Establishing project tasks, deadlines, and phases, based on the SOW/contract
• Ensuring all necessary tools and environments are available for team members to achieve their goals successfully, based on technical requirements defined by TLs and SAs
• Supervising work on project tasks to meet deadlines, covering the complete end-to-end cycle (Solution, Architecture, Development, DevOps, QA, Documentation, etc.)
• Identifying and managing project risks, as well as identifying and applying solutions to achieve productivity and quality
• Being a primary escalation point for the customer and ensuring timeline resolution of escalation by actively working on resolving them
• Organizing meetings with customers on a regular basis to provide a regular update and receive necessary feedback
• Organizing post-mortems and creating reports related to completed engagements
• Proactively communicating with other managers (department managers, customer relationship managers, etc.) regarding project status and relevant challenges and risks

Benefits

• Private health insurance
• 100% paid sick leave
• 25 days of vacation
• Paternity leave – 15 days for new dads
• Reduced working hours for the first month after returning from maternity
• Mental health program
• English language courses
• FitPass