Delivery Manager

Birdsong Hearing Benefits

About The Position

The Delivery Manager role will apply project management best practices to plan, coordinate, and monitor projects and client implementations with a high degree of complexity across the business units associated with Birdsong Hearing Benefits, LLC. Projects include managing the implementation of assigned business, client onboarding and/or technology initiatives associated with all business strategies including core systems, applications, and business strategies which span multiple functional areas and involve collaboration with all key stakeholders’ clients. The successful candidate is the liaison between the project team, vendors, clients, and/or the rest of the Birdsong organization for both responsibilities, including offshore and executive level resources. The role is expected to understand the needs and manage expectations of President, senior leadership, departments, vendors, and clients. They will also produce end-to-end deliverables such as current and future state process flows, document areas for improvement, SOPs, complex project plans, RASCI, presentations, operational/training plans, and detailed status reports. Success in this role is not just about project completion; it is also about instilling confidence in the rest of the organization and in reflecting on a project’s outcome for future improvements and ensuring success with ongoing support. Responsible for managing project from one set to fruition, with strong, consistent application of project management including creating a positive team environment, build strong relationships, solving problems with leaders, maintaining matrixes and project plans with timelines, resource allocations, budget tracking, operational plans to support adherence to SLAs and tracking risks. Tracking and reporting on a regular basis on progress, concerns, risks, and timelines are crucial for the success of this role.

Requirements

Interpersonal skills: As the link between the leadership team and the rest of the staff, this role will need excellent communication skills. Emotional Intelligence and diplomacy go a long way when transmitting directives and counsel from one department to another.
Leadership experience: The role requires several years of prior experience in a business or executive management position, preferably in a healthcare setting, specifically overseeing multiple departments with an emphasis on communication, problem-solving, and strong, consistent leadership skills.
Project management experience: Planning, overseeing, and implementing strategic initiatives requires experience with project coordination, budget management, data analysis, and strong decision-making skills. Ability to take decisive notes in meetings, well written and quality, clear and professional communicator.
Adaptability, flexibility: This role will create and follow repeatable processes where possible and also embody non-traditional approaches to ensure successful delivery of project scopes and new client onboarding/support.

Nice To Haves

PMP certified preferred.

Responsibilities

Manage project schedule and task details utilizing project management tools and create comprehensive service strategy and training/operational plan - Assignments will include coordinating with resources throughout the world. Calendar management, prioritization, and coordination are critical to success in this role.
Manage internal projects crossing functional and technology areas, including external vendors and clients when required.
Analyzing financial data, including project budgets, risks, and various deliverables including resource allocation and timelines.
Collaborate with Technology and Business team members to document critical path milestones, issues, and risks
Provide clear and articulate reporting to executive leadership and committees
Prepare materials and reports for the executive meetings to include presentations, documents, metrics reporting on SLAs and KPIs.
Manage stakeholder and client expectations and changes to the project
Take an active leadership role in resolving issues, managing conflicts, and making timely decisions
Present status to various audiences including Senior Leadership
Partner with departments such as IT, Sales, Marketing, PMO, and Operations to ensure clients’ needs are met and that they are satisfied with the services provided
Maintain a relationship with assigned clients from implementation through their lifecycle with Birdsong
Support the smooth transition to operationalizing the client and project scope after the initial implementation
Strong meeting facilitation, presentation, and leadership skills required to direct internal and external resources, as well as professional client communication are required.