Senior Delivery Executive

Dewpoint•Lansing, MI

About The Position

The Delivery Executive (DE) will report to the Senior Vice President of Sales and Client Engagement and is responsible for leading their part of the Delivery team with Dewpoint’s growth, longevity, diversification, with high customer satisfaction and people retention as key objectives for success. The individual filling this role will be expected to be capable of leading a variety of engagements within complex commercial and governmental environments. The individual will also be expected to ensure responsive results are achieved. Deliver exceptional customer service, people care and financial results and maintain stable environments that meet or exceed customer expectations.

Requirements

Bachelor’s degree OR 5+ years of experience in a delivery management, and/or strategic product sales and/or account management and/or sales executive role closely related to information technology such as engineering, computer science, or information systems
A minimum of 5 years of professional sales and/or account growth management experience related to IT services or product-oriented solutions
A minimum of 5 years’ experience leading and managing teams of people
A minimum of 5 years’ experience building and developing client relationships
A minimum of 5 years of partner management experience
Demonstrated ability to build and develop excellent customer relationships
Demonstrated ability to develop clear and consistent expectations between customer and Dewpoint
Deliver to statement of work (SOW) deliverables
Conduct service delivery reviews, review project progress and agreed to metrics/SLA commitments, issues and risks, as well as potential future new business opportunities with the customer
Demonstrated ability to partner with customers to pro-actively and reactively bring relevant Dewpoint SMEs with thought leadership and innovation ideas to the customers
Ensure all SOW and project revenue and expense align with approved cost models
Assist with financial analysis, forecasting, accruals and invoice approvals
Support Account growth planning and business development activities
Articulate technical functions and customer benefits of each of the products and services Dewpoint offers (understand scope/breadth of our portfolio)
Lead and collaborate with team members to write SOWs to align with delivery capabilities.
Provide first line Delivery leadership deal input and validation through pursuit process
Quality execution of essential duties and responsibilities
Feedback from others including staff, clients, peers, Account Executives and vendors
Physical activity that often requires keyboarding, sitting, phone work, and filing
Physical activity that often requires extensive time working on a computer
Physical activity may require lifting under 25 lbs
Physical activity that sometimes requires travel – car, train, and/or air
Physical activity that sometimes requires bending, stooping, reaching, climbing, kneeling, and/or twisting
Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus
Must hear and speak well enough to conduct business over the telephone or face to face (in English) for long periods of time
This position will require working indoors. Typical workweek is eight (8) hour workdays, five (5) days per week with some weekend work, as well as longer hours as needed.
This position will require the ability to work under pressure that involves dealing with constraints that are often out of your control – these might be resource or time constraints, the difficulty of the task, customer environment, or unforeseen changes or problems.
Team Member/Customer Focus (develops trusted relationships with all internal and external members/customers)
Demonstrates ‘manager contributor’ mind set; proactive thought leadership in both internal Dewpoint and customer environments. Communication (communicates through multiple ways to a variety of audiences up to and including the C suite, in an effective and transparent manner)
Adaptability (adapts to new information, changing conditions and unexpected obstacles)
Accountability (holds self and others accountable for achieving quality results)
Collaboration (works effectively with others to create a team-based environment)
Critical Thinking (examines issues, ideas and situations to impact results and implement improvements)
Multi-tasking (able to manage and balance multiple demands on time and effort)
Leading with Vision and Purpose (begins with the end in mind and leads to those results)
Participation (actively contribute to and participate in Dewpoint Leadership activities/deliverables)
Developing Talent (ensures employees have resources and tools needed for continued growth and development)

Responsibilities

Providing oversight and leadership to the delivery team members responsible for Dewpoint’s business including:
Interview, hire, onboard team members
Creating goals and objectives (when appropriate) for individuals in the organization based on their role
Providing day-to-day personnel oversight
Develop compensation plans
Provide employee feedback and recognition including conducting DewViews with employees
Provides mentoring of employees to assist them in their career development goals
Monitoring and maximizing team members’ service delivery efforts
Ensuring that all resource requests / assignments are assigned and tracked to completion, including rotation/backfill, new talent acquisition, and partnering
Manage the overall process associated with the scheduling of team members’ participation in pre-sales and post-sales activities considering company and customer priorities
Manage and approve team members’ billable and non-billable time tracking to Dewpoint regular cadence.
Conducting service delivery reviews with team leads, monitoring project progress and providing direction as required
Ability to pull together multiple cross-functional teams for collaboration, problem solving and achieving customer deliverables.
Customer Relationship Management
Demonstrated ability to build and develop excellent customer relationships
Demonstrated ability to develop clear and consistent expectations between customer and Dewpoint
Deliver to statement of work (SOW) deliverables
Conduct service delivery reviews, review project progress and agreed to metrics/SLA commitments, issues and risks, as well as potential future new business opportunities with the customer
Demonstrated ability to partner with customers to pro-actively and reactively bring relevant Dewpoint SMEs with thought leadership and innovation ideas to the customers
Business/Financial Management
Ensure all SOW and project revenue and expense align with approved cost models
Assist with financial analysis, forecasting, accruals and invoice approvals
Support Account growth planning and business development activities
Articulate technical functions and customer benefits of each of the products and services Dewpoint offers (understand scope/breadth of our portfolio)
Lead and collaborate with team members to write SOWs to align with delivery capabilities.
Provide first line Delivery leadership deal input and validation through pursuit process