Service Delivery Director

About the Role

The Practice Delivery Director manages a team of CRM professionals and ensures that client engagements provide measurable benefits that meet or exceed expectations through project delivery execution.

As the Practice Director, you are responsible for bringing CRM project implementations to life by working closely with our customers. It is also your responsibility as the Practice Director to guide, coach, and mentor your consultants along their career path. In this dynamic role, you use your expertise and leadership to create CRM solutions, technical design, best practices, and application implementation. Above all else, the ideal candidate will also possess an intense passion for mentoring and inspiring learning and development in people.

Summarizing the role responsibilities:

• Deliver the best value to our customers while implementing industry standards and best practices.
• Build and lead project plans; supervise and review project progress and timelines; adjust schedules and programs as needed; ensure on-time and on-budget project delivery; and identify and resolve issues to ensure project success.
• Advise and maintain a feedback loop with the company’s customers to ensure deliveries meet the customer’s needs and expectations.
• Lead and manage the project manager's team and the project delivery processes, and be an escalation point to ensure creative solutions.
• Prioritize projects/tasks according to company needs and expectations.
• Serve as the primary focal point with our customers, stakeholders, and integration teams.

Responsibilities:

• Deliver the best value to our customers while implementing industry standards and best practices.
• Build and lead project plans; supervise and review project progress and timelines; adjust schedules and programs as needed; ensure on-time and on-budget project delivery; and identify and resolve issues to ensure project success.
• Advise and maintain a feedback loop with the company’s customers to ensure deliveries meet the customer’s needs and expectations.
• Lead and manage the project manager's team and the project delivery processes, and be an escalation point to ensure creative solutions.
• Prioritize projects/tasks according to company needs and expectations.
• Serve as the primary focal point with our customers, stakeholders, and integration teams.

Qualifications:

• 7+ years of experience delivering technological assets as a Delivery Manager and Program Management.
• 5+ years of experience with leading, mentoring, and developing multiple teams
• Working experience in customer-facing roles
• Familiarity with Salesforce and CRM processes
• Experience in delivery and Professional Services management.
• Familiarity with project management tools such as Jira and Agile methodologies
• Strong communication and excellent interpersonal skills
• Ability and experience to inspire people and lead projects while managing matrix and remote teams.
• Multitasking abilities while maintaining a cooperative attitude.
• Highly organized personal with great attention to detail, including methodological thinking.
• BA/B.Sc. Degree or equivalent experience; Computer Science or Information technology
• Fluency in English is essential

Required Skills

• PMP or equivalent
• Scrum Master
• Salesforce, some or all of:
• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Platform App Builder