Job description
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 range of the operational and project management spectrum. They want to share knowledge and collaborate with others to bridge across disciplines, not remain entrenched in one. They display an enthusiastic attitude and are demonstrably passionate about success and their clients’ needs. They possess a strong “can do” attitude and are embedded in cross-functional teams that are committed to delivering better products and services for all our clients.
Responsibilities
Responsible for managing operations and small projects for one or more accounts
Working within a scrum methodology and a Continuous Delivery Framework
Creating, setting, and adhering to governance models both internal and client-specific
Ensuring that we deliver consistently high-quality software and solutions
Continuously improving our processes together with the teams
Contributing or owning bids on new and current engagements from investigation through to closure
Responsible for managing the client relationship through effective communication and relationship building
Proactively manages customer scope to ensure delivery of agreed-upon services and any changes when approved through scope management
Point of escalation and issue resolution across client base ensuring client SLAs are met
Onsite visits to clients for face-to-face relationship management with a focus on building trust and gaining client confidence
Onboarding new clients, managing upgrades in service, and leading transitions from project implementation to post-go-live support
Facilitates weekly meetings with clients to manage expectations, review open issues, discuss risks and make recommendations on ways to improve the business
Acts as a facilitator between internal SMEs and clients to help expedite resolution
Prepares and conducts Monthly/Quarterly Service Review meetings, presenting reports to various audience levels including executives
Manages change requests to ensure work is assigned and completed on time and within budget
Evaluate client business needs and proactively identify opportunities to grow revenue and profits
Detailed analysis, review, and approval of time and expense invoices and fixed fee invoices; review and approval of internal consultant time logging
Strong leadership skills
An agile mindset and a real passion for delivering business value to our clients
Effective communication with both business and developers
Ability to “get stuff done”, and execute actions
Professional approach when dealing with internal and external customers, including clear and concise written and verbal communication skills
Demonstrated sense of urgency and willingness to provide exceptional customer service
High degree of initiative, accuracy, efficiency, and attention to detail
Ability to juggle multiple priorities while maintaining a positive attitude under stressful circumstances
Ability to maintain confidentiality when dealing with proprietary information
Strong ability to proactively identify and resolve issues
Good project management, collaboration, negotiation and communication skills
Desirable
Consulting experience
Experience of working with multiple integrations
Understanding of CD/CI and the technical concepts in releases and development
Demonstrate an understanding of BDD principles
Experience with running omni-channel projects
Budgeting and financial experience
A recognized Project Management qualification
Private Health Insurance
Private Life Insurance
Flex Benefits monthly allowance
Work-from-home friendly
Coffee, Tea, and Water in the office
Different social events with a lot of food
Great Collaborative environment
Training and developing
Employer Benefits Program
A Certified Great Place to Work
