Job Title: Delivery Lead -Propel
Job Overview:
Champion and drive operational excellence for Delivery team to meet deployment, revenue and satisfaction targets.
Responsibilities:
Lead, motivate and manage Implementation Team, Onboarding Team and Integration Services Team that are responsible for deployment of Zaggle services to meet revenue, productivity, quality and customer satisfaction targets.
Lead and manage reviews of delivery, incidents, problems and operational issues.
Monitor Delivery Performance metrics and ensure Service Levels(SLAs)are always met
Lead War Rooms, escalations and ensure that the customers and internal business stakeholders are kept informed about the current status and deployment of the Service in a transparent / proactive manner.
Lead the Delivery Team in effectively managing external client and internal escalations to ensure high client satisfaction survey scores, while balancing the goals of meeting deployment metrics and minimize issuance of service credit.
Effectively support sales opportunities and work with Delivery Managers in providing Statement of Work (SOW) estimates, manage consultant utilization, appropriately scope prospect implementations by partnering with sales and/or presales.
Lead and guide the Delivery Managers in creating and/or sustaining a high performing implementation team by accurately assessing and actively coaching employees while maintaining high team morale in an evolving business.
Employee management activities including hiring, terminations, performance appraisals, on-going coaching, training, career development, cross-training, salary recommendations
Develop, nurture and foster effective working relationships with Sales, Presales, R&D, Client Support, Customer Success, Operations, IT, Marketing, Human Resources, and other Implementation departments.
Collaborate with various Departmental Heads to further increase efficiencies, productivity, communications and Implementation Success Rates and high Customer Satisfaction Rates.
Demonstrate business acumen in running the business through active use of reporting tools to identify opportunities and mitigate risks to the business
Track and publish key metrics related to area of responsibility and provide weekly, monthly and/or ad-hoc reports as needed by management, partners or cross-functional teams
Develop, implement and document processes and measures of efficiencies resulting in an efficient, cost effective delivery model and customer satisfaction, reference able accounts
Actively participate and contribute to special assignments and projects related to vastly improving our customer’s experiences with Zaggle product offering.
Plan and budget for departmental responsibilities, effectively and accurately forecast units and head count.
Supports Senior Leadership with special projects and other assignments as needed.
Be aware of, and comply with, all corporate policies.
Job Specific Specialized Knowledge & Skills:
- Understanding of implementation methodologies and project management in a software company.
- Must be comfortable in a fast-paced, fluid, and ever-changing work environment and able to facilitate changes as situation requires.
- Must be a quick study and self-starter, able to roll up sleeves and manage hands-on in a team environment
- Demonstrated knowledge and/or awareness of relevant technologies and business processes to be able to create credibility as well as be an effective individual and leader
- Must possess the ability to work both strategically and tactically
- Must be results, goal, and customer service orientated
- Must possess effective presentation skills as well as excellent written and oral communications skills.
- Must be able to independently plan, organize, and facilitate both team and cross-departmental group activities
- Must be able to motivate and to build a team, and foster teamwork cross cross-functionally.
Critical Performance Competencies:
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Self directed and self motivated
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Process Management/ Quality Analytical Skills
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Adaptability/ Flexibility
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Partnering
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Planning and Organizing
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Technical/ Professional Expertise
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Intelligence
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Personal/ Professional Effectiveness
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Business Acumen/Strategic Business Perspective
Value Competencies:
- Displays leadership through innovation in everything you do
- Displays empathy, passion for & responsibility to the customer
- Displays compete transparency to the customer and takes ownership.
- Displays a passion for what you do and a drive to improve
- Displays a relentless commitment to win
- Displays personal & corporate integrity
- Hires, develops & rewards great people
