Overview
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 by account, but common activities include on/off boarding of consultants, reporting and metrics to support consultant activities, and issue resolution. The Delivery Lead provides ownership of customer expectations, delivery assurance of services and deliverables, and quantifies the business benefits from the project outcome throughout the engagement.
Key Responsibilities
Solution Delivery
Ensure understanding of project vision/SoW deliverables and any technical requirements defined by the customer.
Understand SoWs/MSAs and the importance of meeting deliverables/expectations of the customer.
Collaborate with the Account Team to manage risk, project scope, and deliver according to contract terms.
Manage revenue tracker for assigned engagements.
Consolidate project status and budget information across projects or a portfolio.
Provide project reporting regarding resources, financials, or as requested by the Customer via MBR/QBR.
Identify and coordinate project change control processes.
Perform issue management and facilitate issue resolution with proper notification to affected parties.
Understand escalation protocol between Consultants, Customers and Account Managers.
Understand timekeeping processes and ensure Consultants enter time correctly and on time.
Account Management
Establish and perform periodic Customer, project, and solution health checks aligned with target metrics defined at engagement start.
Maintain Customer relationship and high level of Customer satisfaction by managing project and Customer requirements.
Participate in Account Strategy regarding project status, opportunities, and risks.
Support reporting cadences, status reports, and budget documentation.
Drive growth by exploring new ways to serve Customers, collaborating with Solutions and Sales Teams.
Maintain awareness of the Customer’s current and future business needs beyond deliverables.
Identify opportunities and leads to support Sales pipeline.
Management Responsibilities
Act as a servant leader in directing delivery activities.
Develop and maintain project documentation (processes, tools, procedures) per the Flexible Capacity Methodology Life Cycle (FMLC).
Ensure contract compliance and Customer satisfaction by managing requirements deliverables.
Maintain project artifacts on SharePoint (SMP) sites.
Update the Global Delivery Portal (GDP) weekly.
Communicate HR policies and procedures to Consultant staff.
Support other projects and Delivery team members as required.
Resource Management
Communicate and track Consultant requirement details as requested.
Onboard/off-board project consultants.
Collaborate with Talent Delivery and Account Managers in preparation for key milestones.
Resolve issues as needed and track performance as requested.
Requisite Skills and Experience
Excellent oral and written communication skills.
Analysis and problem-solving abilities.
Time management and organizational skills.
Demonstrated project data/risk analysis and mitigation capabilities.
Qualifications
Bachelor’s degree is a plus.
Experience in traditional and agile project management methodologies preferred.
Experience 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.
Proven proficiency with Excel and PowerPoint; financial management and reporting experience; stakeholder management.
Other/Additional Requirements
Internal and external stakeholder management experience, preferably with a consulting services technology provider.
Experience working within a project framework and process flows.
General understanding of IT environments and initiative to drive continual improvement in service delivery.
Travel up to 50% may be required.
Behavioral Competencies
Works with internal stakeholders and Delivery teams to understand project strategy, scope, and health.
Supports Delivery Managers, Account Managers, and other leaders to manage risk and ensure contract compliance.
Participates in monthly financial reviews with integrated staff groups.
Communicates escalation procedures and engages relevant audiences (Customer, Consultant, Managers).
Active listening, clear articulation of requirements, and building trust with Delivery Managers and partners.
Initiates internal relationships to enable team success.
Proactively resolves concerns, conducts root-cause analysis, and informs stakeholders as needed.
Reacts to Customer needs, contributes to solutions and contingency plans, and supports growth opportunities for TEKsystems Global Services.
Note: This posting reflects the responsibilities and requirements described by TEKsystems for the Delivery Lead role. Updates to the engagement may occur per the Statement of Work (SoW) and account needs.
#J-18808-Ljbffr