The Delivery Lead role is a critical role within the TEKsystems Global Services (TGS) delivery organization and is responsible for managing one or more projects/engagements at a time. A successful Delivery Lead possesses skillsets for managing people, processes, and issue resolution. The delivery function varies in responsibility from account to account, but a Delivery Lead is responsible for common activities such as on/off boarding of consultants, reporting and metrics to support consultant activities and issue resolution. The Delivery Lead provides ownership of customer expectations, and delivery assurance of associated services, deliverables, and all-round outcomes for customers. The Delivery Lead is responsible for quantifying the business benefits from the project outcome throughout the engagement.
The responsibilities listed below are not exhaustive, as each account will state their unique requirements in the Statement of Work (SoW) or as defined with the Account Team at the start of the project. Below are the responsibilities of a Delivery Lead.
Key Accountabilities
Solution Delivery: Understand project vision/SoW deliverables, and any technical requirements as defined by customer
Understand SoWs/MSAs and importance of meeting deliverables/expectations of the customer
Collaborate with the Account Team to manage risk, project scope, and deliver according to the terms and conditions of our contracts
Manage revenue tracker for assigned engagement/s
Consolidate project status and budget information across projects and/or portfolio of projects
Consolidate and provide project reporting regarding resources, financials or as requested by the Customer via a Monthly and/or Quarterly Business Reviews (MBR/QBR)
Identify and coordinate project change control processes
Perform issue management and facilitate issue resolution with proper notification to all affected parties
Understand escalation protocol between Consultants, Customers and Account Managers
Understand timekeeping processes and ensure Consultants are entering their time correctly and on time
Account Management: Establish and perform periodic Customer, project, and solution health checks baselined against target metrics defined at engagement onset
Accountable for project and Customer requirements to maintain Customer relationship and ensure high level of Customer satisfaction
Participate in Account Strategy with internal stakeholders relative to project status, opportunities, and imminent risks
Build and support reporting cadences, status reports and budgetary documentation
Drive growth by exploring new and improved ways of serving our Customers, collaborating with Solutions and Sales Teams
Maintain a clear view of the Customer’s current and future business needs beyond engagement deliverables
Support identification of opportunities and leads to support Sales pipeline
Management Responsibilities: Act as a servant leader in leading/directing delivery activities
Develop and maintain project documentation including processes, tools, and procedures in accordance with the Flexible Capacity Methodology Life Cycle (FMLC)
Understand and manage Customer requirements (deliverables) to ensure contract compliance and Customer satisfaction
Maintain project artifacts on SharePoint (SMP) sites
Ensure Global Delivery Portal (GDP) is updated on a weekly basis
Ensure Human Resources policies and procedures are communicated to Consultant staff
Support of other projects and/or Delivery team members as required
Resource Management: Communicate and/or track Consultant requirement details as requested
Responsible for on-boarding/off-boarding of project consultants
Collaborating with Talent Delivery and Account Managers in preparation for STP day
Issue resolution as needed
Performance tracking and reporting as requested
Requisite Abilities and/or Skills: Excellent oral and written communication skills
Analysis and problem-solving skills
Time management and organizational skills
Demonstrable project data/risk analysis and correlation/mitigation skills
Basic Qualifications and Experience: Bachelor’s degree is a plus
Experience in traditional and agile project management methodologies preferred
Experience managing and delivering Customer professional services agreements is a plus
Delivery Team Member, Customer Success Manager, Project Manager, Business Analyst, or other IT experience
Understanding of Services Outsourcing
Agile, Project Management and ITIL certifications a plus
Intermediate to advanced proven experience with both Excel and PowerPoint
Financial management and reporting experience
Stakeholder management
Additional Requirements: Internal and external stakeholder management experience preferably with a consulting services technology provider
Experience working under a project framework, process flows
General understanding of IT environments and ability to demonstrate initiative in challenging project situations to provide continual improvement
Other Requirements: This role may require up to 50% travel
Other duties as requested
Behavioral Competencies and Responsibilities: Works in partnership with internal stakeholders and Delivery team to understand project strategy, scope, and overall health of any current projects
Supports Delivery Managers, Account Managers, Account Directors, Solution Executives and Business Development Managers to manage risk and ensure we are delivering to the terms and conditions of our contract
Participates in monthly financial review meetings with Front and Back Office (FSG, OSG, Fin Ops, DSO)
Ability to Communicate and Execute
We expect: Understands escalation procedures and communicates to necessary audiences, Customer, Consultant, Managers
Actively listens to others
Clearly articulates the Customer/SoW requirements and relevant FMLC processes
Contributes to Customer/account discussions and attends war boards and account meetings
Maintains positive rapport with Consultants and Customers by following through on commitments (acknowledge within 1 hour, respond within 24)
Develops and maintains trust with Delivery Managers and other internal partners by acting on feedback and ensuring project success
Initiates internal relationships by understanding one another’s roles and how to lean on each other for success
Action Oriented: Understands concerns, such as sourcing gaps, and supports resolution with Delivery Manager and Delivery team
Supports issue resolution using root cause analysis and participates in notifying relevant parties
Reacts to Customer needs, participates in solutions and contingency plans to limit issues
Advocates for TEKsystems Global Services (TGS), to support growth opportunities with Customers
Seniority level
Entry level
Employment type
Full-time
Job function
Consulting and Information Technology
Industries
IT Services and IT Consulting and Professional Services
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