Role context and overview
A Service Delivery Manager is responsible for leading client accounts and maintaining the client relationship whilst managing projects from kick-off to final delivery on time, on budget, and on brief. A Service Delivery Manager is everyone’s go to person for the account and the projects being delivered on the account. Clients and internal team members rely on you for everything they need to know about current project(s): what to expect, what to do next, and where they need to be along with being able to provide them with a thorough overview on all account related activities; now and in the future. You will lead with authority and build a solid relationship with account stakeholders through successful delivery. Account growth and development will be a key output of that relationship you build.
The Senior Associate level Service Delivery Manager is responsible for the day-to-day task management of mid-sized engagements (3-6 team members). These may be part of a larger portfolio of engagements for a single client. You will be the primary client delivery contact, ensure project scope is defined, create and manage the project plan, and provide direction to project team members and the client.
Key Responsibilities:
- Day to day management of the project team
- Own creation of plan (or section of plan) including estimation, tracking, updating
- Define responsibilities and set direction with the project team
- Communications and relationship management
- Chair team meetings and capture issues and actions. Ensure actions are followed up by the team
- Track and maintain project issues and risk logs
- Weekly status reporting to Head of Service Delivery, including financials
- Weekly status reporting to client
- Escalate issues to senior Head of Service Delivery where appropriate
- Attend client meetings and capture requirements. Listen, ask questions when unclear
- Assisting Lead Service Delivery Managers in preparing project presentations, e.g. compiling top project issues, gathering information
- Provide clear rationale and supporting data to justify recommended solutions
- Advise and adapt delivery approaches to meet the demands of individual clients and projects
- Managing and reporting on financials
- Report project/account budget and forecasts to Head of Service Delivery
- Track actual time and expenses incurred by the project team
- Project/Account invoicing
- Drive account growth and development
- Lead accounts and associated projects/programs of work
- New team member orientation with regards to distribution lists, project codes, client/project overview
- Support team in consolidating deliverables and packaging and submitting deliverables (e.g. version tracking
- Conducts self, and communicates, professionally with clients and colleagues
- Works proactively to ensure completion of project reviews
- Provides 360° feedback for team members where appropriate
- Support in the development of account strategy and providing advice to discipline heads on new project opportunities
- Facilitate and test current thinking for robustness and better alternatives
- Be sure to understand background and context. Probe assumptions
- Encourage clients to challenge the presuppositions on which they are founding their case
- Support business operational process
- Endeavours to complete personal career objectives to timeline agreed with line manager
- Take ownership of the client brand and ensure all agency output adheres to brand guidelines
- Achieve individual and team objectives by delivering work within time, budget and risk parameters – even in the face of obstacles
- Put procedures in place to avoid common problems from re-occurring
- Support business operational process
- Question current practices, thinking about long-term impact and wider implications to improve them.
- Contribute to the continual development of the service delivery framework
- Discover new ways of doing things.
- Facilitate group discussions and integrate different points of view. Assess the risks and wider impact of a range of possible solutions. Ensure solutions match client needs.
Person Specification:
You will have a fascination about all things digital. You want to know how things work and you are always on the look-out for new tools, services and ways of doing things.
Being a good Digital Service Delivery Manager requires a diverse mix of skills and experience and to be effective you need to be more than just organised and a good communicator. The ability to prioritise, keep calm and focused, being able to let go, not assume too much, being approachable and having a passion for Digital are all things that when combined together make for an awesome Service Delivery Manager. Oh, and it helps to have a sense of humor too!
Personal Attributes:
Must be able to demonstrate like-minded values: [this person should be able to describe how they operate/live by these values
Qualifications and Experience:
Essential
- Prior experience as a Service Delivery Manager/Senior Project Manager or directly related experience in a relevant industry (e.g. application development, e-business consulting, online design)
- Experience managing marketing, creative or technology projects
- Experience leading a team of 3-4 people
- Experience developing project plans with various different methodologies (Waterfall, Agile etc)
- Experience managing project budgets over £250,000
- Proven organisational skills
- Strong follow-through orientation
- Ability to juggle multiple tasks and priorities
- Self-starter and self-learner
- Ability to work independently with little direction and tight deadlines
- Excellent written and verbal communications skills
- Excellent client facing communications skills
- Excellent stakeholder management skills
- Experience constructing working plans for projects
- Ability to put administrative structure and organisation in place on new or existing projects
Desirable
- A project management qualification (PRINCE2, AGILE/SCROM/PMP/CSM)
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