Manager, Service Delivery

Job Overview
As a Manager, Service Delivery, you will be a working manager, responsible for supervising a team of Project Managers and Coordinators while also leading multiple projects ranging in scale and scope in the context of Kofile’s customer base. You will be interacting with multiple organizations within Kofile including sales, Operations, senior leadership, outside contractors, and customers.
The Manager, Service Delivery, should be a self-starter, organized, able to consistently meet deadlines and budgetary requirements and effectively lead large cross-functional teams both on-site and remote. You will assist in the design and implementation of team process improvements, documentation, and tools. You will train and develop Service Delivery team members.
Responsibilities and Duties
Supervise and develop project managers and coordinators
Participate in developing, implementing, and governing Service Delivery processes, tools, templates, and metrics
Train Service Delivery team members on new processes, tools, and deliverables
Assist in hiring, performance evaluation, merit reviews, and day-to-day management of an assigned team
Manage large-scale, complex projects that span across multiple lines of business and sites
Develop detailed project plans, define success criteria, and own the full lifecycle of service delivery from sale to invoicing
Ensure projects are within scope, budget, and quality standards
Develop and manage recovery plans for missed milestones to return to the original timeline
Communicate status, risk and opportunity to all internal and external stakeholders
Maintain full financial accountability to project including forecasting financial trends across
projects
Participate in developing reporting, tracking, reconciling projects, best practices and invoicing unbilled AR across all sites
Coordinate change orders and drive toward overall margin improvement on every job
Experience leading, motivating and managing various project and program sizes, including internal and external resources, while holding team accountable for performance
Convey a sense of professionalism, fairness, and concern for customers, labor and management
Work analytically in a problem-solving environment
Provide responsive, concise, and professional support to all customers and other personnel and
ensure timely follow-up on all concerns and issues
Build and develop strong relationships internally and externally
Own other organizational projects
Bachelor’s degree in a technical, business or equivalent field
5+ years of related project management experience, or equivalent combination of education
and experience in a document management, digital solutions, or SaaS organization
5+ years of experience working with business stakeholders within a cross-functional matrix environment in a document management, digital solutions, or SaaS organization
Experience in organizational effectiveness and operations management
Experience in process improvement, problem solving, driving results, providing accountability
Possess a strong and active working knowledge of the Microsoft suite (Word, Excel, PowerPoint)
Ability to multi-task and prioritize among assignments with a strong adherence to deadlines
Experience in both manual and automated production environments
Self-motivated with the ability to adapt to change and competing demands
Excellent leadership, communication (written, verbal, and presentation) and interpersonal skills
Must be able to work in a hybrid environment with the ability to travel up to 20%
Preferred Skills
Team management in a supervisory capacity
Experience developing document preservation, imaging, and workflow solutions
Proficiency in: Quickbase, Microsoft Project or Planner, Kofax, NetSuite ERP
Ability to work in an ambiguous environment and collaborate across multiple areas
PMP Certification

Employment type
Full-time

Work arrangement
No