Service Delivery Manager

Vardot

Project Management and Leadership:

• Lead the lifecycle of multiple complex projects, from estimation through to post-launch support, incorporating aspects such as planning, UX/UI design, execution, development, and QA.
• Ensure adherence to Vardot's processes and agreed upon Operational Level Agreements (OLAs) across all project phases.
• Guide teams on Agile/Scrum practices to ensure project milestones are met efficiently and to enhance customer satisfaction.
• Plan, schedule, and monitor project sprints and milestones, ensuring timely delivery.

Financial and Risk Management:

• Monitor program reporting, compile financial and KPI information, and assist the team in reporting to senior management and stakeholders.
• Oversee project costs, manage finances, and accurately forecast and track billing milestones.
• Accurately forecast and track billing milestones and project costs, analyzing project profitability and making adjustments as needed.
• Collaborate with Project Leads to identify, mitigate, and escalate potential risks, removing barriers to project success.
• Resolve or escalate issues promptly, maintaining clear communication with the Accounts Director regarding project delivery risks.

Governance and Frameworks:

• Establish frameworks and standards for program and project management.
• Define and embed project control and governance, developing and documenting new processes.

Team Building and Cohesion:

• Build cohesion within the team and motivate them to produce quality work.
• Guide the team on Agile/Scrum practices and values, ensuring customer delight.

Client Interaction and Relationship Management:

• Act as the primary point of contact for clients, managing relationships and ensuring customer satisfaction through successful project outcomes.
• Understand each client s organization, goals, and objectives to tailor project deliverables accordingly.
• Manage interactions with clients and third parties to meet project milestones and deliverables.

Project Documentation and Reporting:

• Update and maintain the Risk Log, Action Log, Decisions Log, and Issue Register.
• Prepare regular status reporting for engagement leadership and communicate project status to clients and internal teams.

Capacity Planning and Resource Tracking:

• Provide and maintain capacity planning and resource tracking services across the delivery team.
• Ensure cross-program dependencies are managed and accurately maintained.

Communication and Collaboration:

• Facilitate effective communication within the team and with clients, ensuring a shared understanding of project goals, status, and expectations.
• Hold regular meetings, manage project documentation, and engage in project closure activities, capturing and sharing lessons learned.

Technical and Analytical Skills:

• Possess knowledge of web trends, social media integration, and the impact of mobile/tablet browsing.
• Demonstrate proficiency in Agile project management methodologies, specifically Scrum.