Service Delivery Senior Mgr
Kforce Inc.

SUMMARY:

The Service Delivery Senior Manager is responsible for project management oversight of a portfolio of project services and solutions for Kforce customers within their assigned practice area (App Engineering, Cloud, Data, or Digital). The Senior Manager will have ownership of a portfolio of projects with accountability on the success of each engagement, with responsibility for providing direct assistance to Project Consultants from the beginning phases of an engagement throughout the delivery of services and solution acceptance for Kforce customers. Additionally, the Service Delivery Senior Manager identifies expansion opportunities within the assigned portfolio.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Technical Specialty required in a designated Practice Area within Advanced Services: Application Engineering, Cloud, Data & Analytics, & Digital. Specialties are identified based on business and client need.
• Ownership of multiple Advanced Services professional services and solutions projects & accounts that are in-flight, ensuring delivery of the scope of work, provide support and guidance to the client facing project team leader.
• Ensure implementation of services that meet or exceed customer expectations and ensure overall customer satisfaction.
• Optimize existing teams to maintain high level of efficiency and delivery capabilities, motivate, mentor, and develop the team members, and boost morale resulting in a high level of employee satisfaction and retention.
• Responsible for maintaining an accurate dashboard of all project status for their assigned portfolio of projects .
• Responsible for post-sale oversight of the delivery of Advanced Services to include, engagement set up, performance management, service level agreement compliance, 3rd party management, service metrics, quality control, security compliance, reporting, and continuous improvement.
• Contribute to the development of client proposals to drive business growth within the firm
• Facilitate and drive the risk mitigation across an account that may include one or more Kforce projects
• Key contributor to developing and evolving best practices within the team and practice area
• Develop an environment of structure and accountability for each of the engagements within your portfolio
• Promote thought leadership on our engagements to provide an elevated level of experience
• Work closely with the Kforce consultant lead and Kforce internal team to identify expansion opportunities
• Responsible for providing oversight to Service Delivery Consultant(s) & Service Delivery Manager(s) and providing guidance on the management of their projects

SUPERVISORY RESPONSIBILITIES:

• Service Delivery Consultants
• Service Delivery Manager (where applicable)
• Project Consultants

KEY SUCCESS INDICATORS/ATTRIBUTES:

• Proactively leverage ideas, insights, and relationships to generate new business for Advanced Services.
• Exceptional problem-solving, task prioritization, and follow-up skills required
• Attention to detail along with deadline management are key
• Motivated self-starter who has a strong desire and curiosity to learn about all aspects of technology
• Strong communicators, both written and verbal, along with exceptional presentation skills.
• Develop and manage relationships between teams at multiple levels of a company demonstrating excellent management, written and verbal communication skills.
• Ability to multitask and organize both their time and the schedule of the project, as they often work on various projects and with multiple people at once - prioritize accordingly in a deadline-driven environment
• Strong organization skills are a must to ensure timely deliverables.
• Demonstrate excellent business-to-customer relationships to succeed and build revenue by keeping the customer at the forefront of their mind when developing plans and identifying opportunities to win new opportunities.
• Keen ability to understand dynamic business situations, comfort level with ambiguity, adjusting and knowing what options are available to implement the appropriate plan changes and proficiency.
• Ability to handle various client situations with professionalism and respect.
• Exhibit strong drive for results and success; convey a sense of urgency to achieve outcomes and exceed expectations.
• Maintain courteous, professional, and effective working relationships with employees at all levels of the organization.
• Demonstrate strong commitment to exceptional service, leadership among peers, and team and client.
• Possess the ability to influence and persuade to achieve desired outcomes.
• Possess sound judgment and reasoning abilities.
• Develop and maintain relationships with key business partners by building personal credibility and solid trust.
• Exhibit an entrepreneurial mindset and professional image.
• Commitment and adherence to Firm's Core Values.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree, preferred in Business or Engineering, or related field and 8+ years of related product/business experience within the consulting industry or equivalent combination of education and experience required.
• Specialized education or expertise in the technical aspects of the relevant practice area (App Engineering, Cloud, Data, or Digital) is required
• 8+ years leading a team on technology engagements

CERTIFICATES AND/OR LICENSES:

• Industry leading certifications in one of the practice areas is a plus
• PMP, PMI-ACP certification a plus

TRAVEL REQUIREMENTS:

• US Based travel up to 25-50%

Kforceis an EEO/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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