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 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 accountsWorking within a scrum methodology and a Continuous Delivery FrameworkCreating, setting, and adhering to governance models both internal and client-specificEnsuring that we deliver consistently high-quality software and solutionsContinuously improving our processes together with the teamsContributing or owning bids on new and current engagements from investigation through to closureResponsible for managing the client relationship through effective communication and relationship buildingProactively manages customer scope to ensure delivery of agreed-upon services and any changes when approved through scope managementPoint of escalation and issue resolution across client base ensuring client SLAs are metOnsite visits to clients for face-to-face relationship management with a focus on building trust and gaining client confidenceOnboarding new clients, managing upgrades in service, and leading transitions from project implementation to post-go-live supportFacilitates weekly meetings with clients to manage expectations, review open issues, discuss risks and make recommendations on ways to improve the businessActs as a facilitator between internal SMEs and clients to help expedite resolutionPrepares and conducts Monthly/Quarterly Service Review meetings, presenting reports to various audience levels including executivesManages change requests to ensure work is assigned and completed on time and within budgetEvaluate client business needs and proactively identify opportunities to grow revenue and profitsDetailed analysis, review, and approval of time and expense invoices and fixed fee invoices; review and approval of internal consultant time loggingMinimum Requirements Strong leadership skillsAn agile mindset and a real passion for delivering business value to our clientsEffective communication with both business and developersAbility to "get stuff done", and execute actionsProfessional approach when dealing with internal and external customers, including clear and concise written and verbal communication skillsDemonstrated sense of urgency and willingness to provide exceptional customer serviceHigh degree of initiative, accuracy, efficiency, and attention to detailAbility to juggle multiple priorities while maintaining a positive attitude under stressful circumstancesAbility to maintain confidentiality when dealing with proprietary informationStrong ability to proactively identify and resolve issuesGood project management, collaboration, negotiation and communication skillsDesirable Consulting experienceExperience of working with multiple integrationsUnderstanding of CD/CI and the technical concepts in releases and developmentDemonstrate an understanding of BDD principlesExperience with running omni-channel projectsBudgeting and financial experienceA recognized Project Management qualification
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