Service Delivery Manager

We are looking for a motivated and experienced Service Delivery Manager to join our team! Do you love helping people succeed? Do you enjoy learning as much as mentoring and coaching? Are you someone people trust and respect when it comes to solving business challenges? As a Service Delivery Manager, you will be responsible for ensuring that our service delivery team delivers an exceptional customer experience that will result in increased business engagement and customer satisfaction.

What You Will Be Doing

You will ensure that the services conducted by our consultants (remote and hybrid) are properly monitored and maintained to high levels of quality, standards and operability as defined within negotiated and agreed service level agreements and/or contracts. You will ensure that clients' satisfaction is always guaranteed and will consistently collate data on customer satisfaction, inquiry and complaint, and create development strategies to maintain or improve on the quality-of-service delivery, to include:

• Understanding customer needs and providing the best service possible
• Developing a deep understanding of assigned projects to gain insights into the scope of service delivery (project teams and individual consultants)
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Ensuring the delivery team resources are empowered with the tools, processes and support they need to successfully deliver engagements according to Troy Consulting's process, methodology, and quality standards
• Representing the firm, both externally and internally, establishing confidence and respect both for the services represented and as an individual
• Building long-lasting, trusted advisor relationships with consultants and clients
• Receiving, evaluating and closing out client and consultant requests and issues; Works with the appropriate teams at Troy Consulting to fully resolve any client issues that may arise during an engagement
• Identifying and eliminating obstacles to solution plans, business goals or implementation
• Continuous learning gain and share knowledge and understanding in core consulting methods, client services and client technologies to best support client and consultant engagement management
• Capturing and managing consultant and client feedback for timely effective cross team information sharing and reporting ensuring data is collected and reported to drive business decisions
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Managing contract requirements and change orders to support necessary scope, schedule, or budget change requests
• Driving new business development with existing clients; participating in account planning and strategy
• Supporting Sales efforts related to program and project scoping and evaluation and Delivery Excellence capabilities/benefits, as needed
• Be in constant communication with team members via MS Teams, Zoom, Google Meet or other video conferencing

Experience Requirements
Bachelor's degree in business administration, finance, economics, marketing, communications or computer science, or equivalent work experience

• 8+ years of hands-on service delivery management and/or resource management experience within a consulting organization required
• 8+ years of program and project management with an emphasis on resource scheduling experience preferred
• Demonstrated client-facing management consulting experience
• Strong skills and experience leading consulting engagements and developing and managing scope, budget, and schedule
• Demonstrated experience working with clients to assure the most successful project outcomes
• High level of fluency with Excel, Word, PowerPoint, SharePoint and other key operations tools
• Entrepreneurial spirit and ability to be resourceful and take initiative
• Demonstrated problem-solving, solution development, and analytical skills
• Proven experience in contracting and negotiation
• Proven level of technical and business knowledge to assist in strategic planning
• Ability to communicate at all levels of the company as well as executive level clients and external partners
• Ability to be flexible and adapt to the dynamic nature of consulting engagements
• Strong attention to detail with strong organizational skills
• Outstanding written and verbal skills
• Proven track record of personnel recruitment, mentoring and development
• Proven history of championing change management
• Positive attitude and strong willingness to learn

Equal Employment Opportunity

Troy Consulting provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Troy Consulting complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Troy Consulting (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status)

Notice to Recruiters/Headhunters and Staffing Agencies
It is Troy Consulting's intent and preference to directly recruit potential job candidates. We do not accept unsolicited third-party agency resumes. Resumes submitted through this website by third party agencies will be considered unsolicited and Troy Consulting will not be obligated to pay a referral fee

At Troy Consulting, it's important our consultants care that the delivered solution will meet our client's needs, and not just the delivery timeline. We desire consultants that develop lasting relationships with client personnel that fosters client ties and communicates effectively with clients to identify needs and evaluate alternative business solutions. Please check out our website at www.troy-consulting.com to learn more!