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 successful 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:
• Ensure understanding of 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 the target metrics associated with the Value Streams defined at the onset of the engagement
• Accountable for project and Customer requirements to maintain Customer relationship and ensure high level of Customer satisfaction
• Ensure Customer referenceability and, support and enhance on-going relationships
• Participate in Account Strategy with internal stakeholders relative to project status, opportunities, and imminent risks
• Building and supporting established reporting cadences, status reports and budgetary documentation
• Drive growth by searching for 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 above and beyond the engagement deliverables
• Support the 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 related 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
• Personnel management skills
• Demonstrable project data/ risk analysis and correlation/ mitigation skills
• Excellent customer service 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
• IT Experience preferred
• 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
• People management skills
• Intermediate to advanced proven experience with both Excel and PowerPoint
• Financial management and reporting experience
• Stakeholder management
• 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 able to demonstrate initiative in challenging project situations to provide continual improvement throughout the delivery of services
Other Requirements
• Customer First Mindset
• This role may require up to 50% travel
• Other duties as requested
Behavioral Competencies and Responsibilities
Collaborates:
• Works in partnership with internal stakeholders and Delivery team to understand project strategy, scope, and overall health of any current projects
• Supports Delivery Mangers, 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)
Communicates Effectively:
• Understands escalation procedures and participates in the communication to necessary audiences, Customer, Consultant, Managers
• Actively listens to others
• Clearly articulates the Customer/SoW requirements and relevant supporting FMLC processes
• Contributes to Customer/account discussions and attends war boards and account meetings
Instills Trust
• Maintains positive rapport with Consultants and Customers by following through on commitments fulfilling the 1:24 rule (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
• Initiate internal relationships by understanding one another’s roles and how to lean on each other for success
Action Orientated
• 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