DOES THIS SOUND LIKE YOU?

• Master of your domain: You've been successful in managing and maintaining the overall financial for the assigned portfolio within the Commercial and Government space.

• Communication skills: Being able to communicate clearly and effectively with various stakeholders, such as clients, vendors, engineers, and end-users, throughout the portfolio lifecycle.
• Collaboration skills: You are able to work well with others and foster a positive team spirit. You leverage the strengths and expertise of your team members and share best practices and feedback

THE HIGH LEVEL

The Service Delivery Manager (SDM) will be responsible for integrating and delivering Iron Bow's world-class technology and services across all offerings for a portfolio of customers. This person will oversee the successful execution of projects while managing project managers within a highly matrixed operational environment. The SDM is responsible for ensuring efficient and effective delivery of services to our clients while adhering to established PMO methodologies, internal ISO processes and industry best practices. This role works closely with account teams, cross-functional operations teams, and assigned project managers to ensure projects remain in scope and within budget. The SDM will help develop and execute strategies to enhance customer satisfaction, including capturing customer feedback and implementing improvements based on insights. The ideal candidate will possess strong leadership, communications, and organizational skills, along with a proven track record of managing projects and delivering exceptional service.

WHAT YOU WILL BE DOING

• Lead a team of Program and Project Managers and their teams to orchestrate customer value and contractual requirements delivery to ensure technical, schedule, and financial performance across a diverse portfolio of customers and contracts ranging from technology procurement support to highly complex technology architecture, implementation, and support to managed services.
• Collaborate across the organization to develop best practices and standard processes that are effective and allow teams to operate efficiently and with appropriate governance controls
• Working with relevant teams, lead the charge to recruit, hire, and retain market leading talent
• Partner with Sales teams to support pipeline identification, business development, capture, and bid and proposal activities for renewal, new and additional revenue opportunities
• Partner with Sales leadership and support the development and execution of customer growth strategies for key customers as part of our organizational growth strategies

WHAT YOU BRING TO THE TABLE

• Strong executive presence, polish, and emotional intelligence.
• Ability to lead, manage, coach, mentor, motivate, and hold accountable the PM team.
• Knowledge and skillset to utilize and evolve usage and application of project management processes and tools, to continuously assesses PMO based on key metrics to achieve goals. As well as communication skills and ability to ensure best practices and project management tools & processes are applied to address unique situations
• Experiences with balancing intense short-term pressures with overall long-term goals.
• Ability to lead change and establish operational metrics/key indicators for process control, communication, and performance improvement.
• Knowledge and ability to manage and maintain the overall financial for the assigned portfolio.
• Experience working with other department leaders to define, prioritize and execute on projects, monitors project status, risks, challenges, and customer satisfaction throughout the project lifecycle.
• Strong leadership skills with the ability to motivate, coach and guide cross-functional teams.
• Successful history of tracking and analyzing service delivery performance metrics. Identify trends and areas for improvement and implement corrective actions as necessary.
• Collaboration mindset and skills to lead and work with stakeholders to align service delivery with business goals and customer expectations.
• Vast experience to handle internal and external escalations and issues, to address any conflicts or issues that arise during service delivery promptly and professionally, and to work towards swift resolutions while maintaining customer satisfaction.
• Experience creating and generating regular reports on team metrics (i.e. performance, financials, utilization, etc.) highlighting key metrics, accomplishments, and areas needing attention. Present these reports to both internal and external stakeholders.
• Ability to identify new opportunities (business development) within existing customers. Coordinate with account teams to develop lead and opportunities for company growth and provide PM voice in proposal development and submissions to ensure accurate accountability for PM utilization in portfolios.
• Experience across Original Equipment Manufacturer (OEM) product delivery, highly technical professional services, managed services, and programmatic services.
• Strong verbal and writing skills for executive-level collaboration; working closely across multiple departments including contracts, finance, sales, order management, technology teams, and delivery.
• Exceptional problem-solving and conflict resolution abilities.
• Experience as an escalation point of contact for customers, maintaining strong relationships and understanding their needs, as well as addressing client concerns and proactively identify opportunities for improvement to maintain high customer satisfaction.
• Experience defining and managing SLAs for service delivery, ensuring that services are provided in accordance with agreed-upon timelines, quality, and standards.
• Ability to manage multiple, complex projects and changing priorities, work extended hours when required, make sound decisions under pressure.
• Ability to collaborate and work effectively in a highly matrixed and team-oriented environment.
• Sound understanding of service delivery principles and best practices.
• Exceptional working knowledge of Microsoft Excel, Power Point, MS Project.
• Requires minimum BA/BS.
• 15+ years' experience in Project Management.
• Preferred 5+ years' experience Service Delivery Management/ Portfolio Management leadership.
• PMP or similar project management certification.

TRAVEL REQUIREMENTS

• This position is open nationally, with a preference for candidates based in the greater Washington, D.C. metropolitan area and will require 20% travel.

WHY YOU'LL LOVE IT

• Be instrumental in designing something new. Bring your expertise and make this opportunity uniquely yours.
• Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

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