Service Delivery Manager

Position: Service Delivery Manager **

Location: Anywhere United States of America

You Are**

As a Service Delivery Manager, you play a prominent role and act as the single point of contact for all services being provided to our customers. You will lead all aspects of the account and provide proactive guidance in order to improve the customer’s business needs and ensure value creation and realization. Some of the responsibilities will include financial management, program management, Client and Staff escalations, Quality Control, SLA Management, and overall Customer Satisfaction. You will collaborate across all appropriate Compugen organizations to maximize overall customer adoption and satisfaction. As a proven leader, you have authority to resolve administrative issues such as scheduling and resourcing conflicts, service or project related issues regardless of whether the staff involved report directly to the DM or are leveraged from other groups.

You’ll need a growth mindset and the willingness to always find a way. We’ll teach you that services is our craft by asking tough questions, pushing traditional boundaries, and measuring and monitoring our customer experience. We’ll use progress as our measurement and reach the unreachable, together. **

We Are**

Compugen Systems, Inc. (CSI,) an affiliate of Compugen Inc., is an IT service delivery company that focuses on the business outcome of technology. We improve the human experience as organizations work to design, acquire, integrate, and operate technology for productivity improvement and competitive advantage. CSI provides innovative technology-based services to accelerate your transformation in the Modern Workspace and Hybrid IT with our uniquely crafted managed, professional, and field services. At CSI, we believe that every day we have, is another opportunity to innovate, inspire, and impact the world for the better. Our vision is to redefine the customer experience, join us. **

What We Need**

With the LAER model as the foundation for our business process; we need a strategic and thought services leader. You will partner with sales to build a uniquely crafted human experience for every new interaction we make and every customer we retain. With a vision to redefine the customer experience; we’re building a data-driven and results oriented US business that enables our customer to achieve outcomes. **

A Typical Day looks like**

Relationship management, collaboration, coaching, reporting and management of internal teams, partners, customers, to ensure we are delivering the customer experience we’re creating and the value you bring to the business, our people, and the bottom-line. **

How You’ll Be Measured**

Key Performance Indicators for the Compugen Systems, Inc. role include:

• Service quality
• Achievement of customer outcomes
• Adherence to Managed Services Governance Framework
• Account P&L
• Sales + Service Alignment
• Business Relationship Management and contribution to maturity level

Required Skills + Competencies

• Leadership and Financial Management
• Assist the delivery management team to meet account revenue targets, including proposal development, contract review and customer meetings
• Recruitment, Selection, Development and Mentoring of staff
• Meet performance objective for all line of business services Gross Margin
• Manage service and project delivery to ensure financial parameters are met
• Complete and ensure that monthly billing is completed in accordance with the billing model timelines
• Reviews & verifies all third party, external, and internal costs
• Forecast and execute staff requirements, within financial parameters
• Communicate to sales all regional lines of business initiatives, procedures and new services
• Comfortable working with technical and non-technical staff at various levels
• Assist with enforcing project goals and direction in order to support the strategic business objectives and meeting financial targets for the region.
• Proficient with project plans, requirements documents, detailed design documents, flows, use cases, sequence diagrams, context diagrams
• Customer Satisfaction
• Detailed understanding of the customer contracts in order to meet performance objectives for service level agreements
• Understands Compugen services offerings and capabilities to offer recommendations that will help ensure customer satisfaction and successful delivery of Compugen services
• Is the point of contact for service delivery issues communicated by the customer or by the Account Executive (AE) and initiates escalation for service issues both inside of Compugen as well as notification to the customer
• Conduct regularly scheduled meetings for identified customers and AE as required.
• Identify and driving process improvements and initiatives in partnership with relevant stakeholders or AE to resolve delivery issues, failures or adverse feedback from customers and to increase service levels and reduce costs for the customer
• Regularly solicits feedback from senior client representatives to always have a clear understanding of how are service is being assessed
• Teamwork
• Work closely with the customer to ensure Compugen is performing as required and make changes as requested by the customer in a timely fashion
• Collaborative development of a service catalogue ensuring all agreed to deliverables in the SOW are aligned with overall client strategy
• Coordinate and obtain agreement with 3rd parties, AE and delivery organizations prior to commitments being made on deliverables, dates and scope changes – ensure SOW’s meet customer requirements, outlining in and out of scope items
• Ensure delivery model (operation model) and pricing models are inline to what is being delivered or priced. Identify where there are issues for correction before proceeding with delivery
• Maintain the solution delivery relationship with the AE, and customer as required.
• Evaluate group skill levels, determine skill requirements, and plan for future skill demands for direct reports
• Manage training programs, career paths, and employee development
• Perform staff reviews and manage operational needs as required
• Motivate staff through performance feedback and recognition
• Prime interface to the sales team and LOB’s for all service requirements
• Financial accountability
• Completes the monthly billing in a timely fashion
• May require to reviews & verifies all third party, external, and internal costs
• Processes 3rd party invoices (check requisitions) & sets up accruals if needed (Monitors metrics monthly to ensure accurate billing

Desired Character + Culture Traits

• You are a growth-minded individual with a desire to achieve a great customer experience
• You coach and mentor to foster a learning and progress-oriented culture
• You are nimble and can quickly adapt to change
• You are curious and always looking for better and more effective ways to deliver with quality and great CX
• You bring management level business professionalism, communication, and execution skills
• You build high trust with everyone you meet
• Your accountable to your words and actions; you do what you say