Manager-Technical Services Delivery
About The Position
The Manager of Technical Delivery oversees a team of individuals responsible for the consultation, implementation and escalation of new and existing customer software implementations. The position includes hiring and staff forecasting, performance management, skills development and mentoring as well as client escalation. This position assures the resources are maintained at acceptable chargeable and productive utilization levels and works closely with the other parts of Client Services to gain efficiencies and maintain a high level of client satisfaction. In addition, this position requires a deep technical understanding of the applications in their area and will assist with project troubleshooting and tasks as needed to support the team.
Requirements
- Bachelors in Project Management, Business, IT Management, or related field and 5 years experience or HS/GED and 9 years experience in business.
- 5 years’ experience leading high performing teams or projects in the banking, payments receivables, lockbox processing or software implementation space.
- Must be 18 years of age or older
Nice To Haves
- Bachelors in Project Management, Business, IT Management, or related field and 5 years experience
- 3 years of management experience
- Exceptional analytical skills, customer service orientation, detail orientation and administrative skills. Ability to navigate and manage ambiguous situations; manage changing, competing and conflicting priorities; and multitask effectively, while balancing urgency, speed, accuracy and consistency.
- Employ independent critical thinking to recognize when something is wrong, gather data, and raise awareness for decision. Ability to provide feedback or proposed solutions in a clear, thoughtful and concise manner.
- Excellent organization, follow-through and interpersonal skills.
- Ability to work independently and take direction from multiple leaders in a fast-paced performance-driven environment under minimal supervision. Composed and able to handle pressure and deadlines.
- Effectively and consistently meet quality and productivity expectations.
Responsibilities
- Has overall accountability in the areas of hiring, performance management, training and development for the assigned Delivery Services team
- Serves as an escalation point for project and client satisfaction issues
- Ensures that the team is highly productive, driving revenue and client satisfaction through successful and efficient delivery. Is responsible for the overall chargeability of the team
- Projects hiring/staffing needs based on anticipated demand and forecasts
- Manages and prioritizes current workload of team to minimize stress and attrition
- Consults on pre-sales opportunities and activities as well as a liaison for Product and Development
Benefits
- Healthcare (Medical, Dental, Vision)
- Paid Time Off, Volunteer Time Off, and Holidays
- Employer-Matched Retirement Plan
- Employee Stock Purchase Plan
- Short-Term and Long-Term Disability
- Infertility Treatment, Adoption and Surrogacy Assistance
- Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
