Domaine de spécialisation :

Progiciel de gestion intégré (PGI)

Description du poste

Services Delivery Manager

As a  Senior Manager, Service Delivery, you will lead service delivery teams in delivering what is defined and outlined in service contract on accounts of large size/complex projects. As a senior manager, you will interface directly with the client IT organization, and take primary responsibility for maintaining/developing the client relationship and ensuring client satisfaction. Additionally, you will serve as the link between delivery resources and client organization for technical, contractual, service and vendor issues, and identifies opportunities for continuous improvement.

Incumbents in this role have work delivered through delivery centers, but typically do not work out of a delivery center themselves. You will be on-site with the client for the majority of your time. Managers support sales activities as needed, and will sign-off on delivery center's aspects of work in the sales and contract negotiation process.

Day to day you will:

-Work closely with client organization and service delivery teams to define, communicate, and deliver on service levels on large size/complexity clients

-Lead efforts to define deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope, both during service negotiations and ongoing relationship

-Help manage issues and risks, acting as primary escalation point within the team and for client; report identified issues to the service management teams

-Create and track team status reports using standard templates; actively participate in internal and external status meetings

-Communicate solution and service to client and internal stakeholders

-Partner with client, delivery, account and solution teams to evaluate, approve, and implement change to service or scope

-Ensure delivery team and client support staff are adequately prepared for implementation

-Help develop training plans and materials for training support staff and client liaisons for release

-Participates in training support staff and client liaisons on release impacts

-Drives continuous process and client outcome improvement

-Monitor and analyze client satisfaction through available escalation/complaint tools

-Suggest productivity improvements, implementing where possible with appropriate approval requirements


-Some experience planning and managing projects/programs which are resourced and executed by geographically-dispersed teams as well as vendor teams.

-Basic understanding of project/program financials (e.g., budgeting, assessing financial impact, working with financial analysts)

-Knowledgeable of at least one software development methodology (e.g., Agile, Scrum, SDLC, Waterfall)

-Knowledgeable of Microsoft platform technologies and particularly Dynamics AX/365 application

General Knowledge & Skills:

-Clear and concise oral and written communication

-Proven skills in stakeholder expectations management

-Results oriented; self-directed ability to drive change in unstructured environment

-Business and financial acumen

-Customer-oriented attitude, with great presentation and interpersonal skills

-Strong vendor management capabilities

-Analytical and results driven-conversant with metric driven environments

Project Management Institute (PMI) certification preferred, but not required; ITIL certifications considered valuable. [INTERNAL USE ONLY] - DMA II completion

You will likely possess an undergraduate degree, preferably in technology or business-related field

You will likely have 5+ years of project and service management experience in an IT environment, especially for external clients

5+ years of management experience required

Nature of Work: Creates and implements work plans for assigned projects, programs, and/or clients against established operational objectives; supports translation of group strategy into objectives and work plans.

Scope of Work: Provides operational leadership for work efforts requiring significant coordination.

Complexity: Complex problems that consistently span work domains, requiring considerable judgment of contextual factors.

Discretion: Wide latitude in approach to work, including ability to reshape work plans, guided by professional best practices and domain expertise.

Organizational Impact: Work efforts have significant impact on near- and medium-term Avanade and/or client operations. If client-facing, should contribute to client-relationship and sales outcomes.

Supervision Received: Works independently, with occasional validation of work efforts against strategic and operational objectives. Significant latitude in judgment & approach.

Supervision Provided: Mentors and manages work efforts of more junior colleagues and team members as required by various workstreams; may formally supervise work of project teams. If managing team(s) of more junior employees full-time, then refer to the People & Business Leadership leveling criteria. Often serves as Career Advisor.

Knowledge Applied: Applies advanced knowledge of learned occupation / discipline and strong business operational acumen.

- Chargeability

- Personal goals

-Contract SLA/KPI

-Client Satisfaction

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À propos d'Avanade

Avanade est le chef de file dans l'offre de services digitaux novateurs, de solutions métiers et d'expériences orientées vers la conception, exploitant la force des équipes et l'écosystème Microsoft. Nos professionnels associent expertises technologique, commerciale et sectorielle pour créer et déployer des solutions utiles pour les clients et leurs consommateurs. Le réseau d’Avanade regroupe 29 000 personnes dans 23 pays. À nos yeux, la collaboration est une véritable culture qui nous permet de mettre à l’honneur la diversité et d’être le reflet des communautés dans lesquelles nous opérons. Nous accueillons tous types de collaborateurs, et cherchons des personnes talentueuses capables d'investir leur personnalité dans leur travail, formons des équipes inclusives et encourageons la diversité à l'intérieur comme à l'extérieur de l'entreprise. Avanade, dont Accenture est le propriétaire majoritaire, a été fondé en 2000 par Accenture LLP et Microsoft Corporation. En savoir plus sur