OLR teams consist of highly talented, well-disciplined, committed, capable professionals in their own discipline; self-organizing, adaptable, and cross-functional. The OLR approach for delivery and operations is built on over 20 years of leading global omnichannel solutions across a range of industries. Continuously learning, improving, and evolving through each engagement while staying at the forefront of ideas, technology, and a sustainable approach.
OLR Service Delivery Manager have deep practitioner skills across the operational and project management spectrum. They share knowledge and collaborate across disciplines, demonstrating enthusiasm and passion for success and client needs. They possess a strong "can do" attitude and work within cross-functional teams dedicated to delivering better products and services for clients.
Role Responsibilities:
1. Manage operations and small projects for one or more accounts.
2. Work within a scrum methodology and a Continuous Delivery Framework.
3. Create, set, and adhere to governance models both internal and client-specific.
4. Ensure high-quality software and solutions are delivered consistently.
5. Continuously improve processes with teams.
6. Contribute to or own bids on new and current engagements from investigation through to closure.
7. Manage client relationships through effective communication and relationship building.
8. Proactively manage customer scope to ensure delivery of services and handle changes with scope management.
9. Serve as point of escalation and resolve issues across the client base, ensuring SLAs are met.
10. Conduct onsite visits for face-to-face relationship management, building trust and confidence.
11. Oversee onboarding of new clients, service upgrades, and transitions from project to post-go-live support.
12. Facilitate weekly meetings to manage expectations, review issues, discuss risks, and recommend improvements.
13. Act as facilitator between internal SMEs and clients to expedite resolution.
14. Prepare and conduct Monthly/Quarterly Service Review meetings, presenting reports to various audiences, including executives.
15. Manage change requests to ensure timely and within-budget completion.
16. Evaluate client needs and proactively identify opportunities for revenue and profit growth.
17. Review and approve invoices and internal time logs.
Required Skills and Attributes:
- Strong leadership skills.
- An agile mindset and passion for delivering business value.
- Effective communication with business and developers.
- Ability to execute actions and 'get stuff done'.
- Professional approach with clear, concise communication.
- Sense of urgency and commitment to exceptional customer service.
- High initiative, accuracy, efficiency, and attention to detail.
- Ability to manage multiple priorities positively under stress.
- Maintain confidentiality with proprietary information.
- Proactively identify and resolve issues.
- Good project management, collaboration, negotiation, and communication skills.
- Fluent English language skills.
Desirable Qualifications and Experience:
- Consulting experience.
- Experience with multiple integrations.
- Understanding of CD/CI and release/development concepts.
- Knowledge of BDD principles.
- Experience managing omni-channel projects.
- Budgeting and financial expertise.
- Recognized Project Management certification.
Benefits:
- Private Health and Life Insurance.
- Flex Benefits monthly allowance.
- Work-from-home options.
- Office amenities including coffee, tea, and water.
- Social events with food.
- Collaborative environment.
- Training and development opportunities.
- Employer Benefits Program.
- Awarded as a Great Place to Work.
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