Services Delivery Manager, Coach (US - Remote)

Services Delivery Manager, Coach (US – Remote) 

Reports to: Director, Services Delivery 

Department: Services Delivery  

At Suvoda, the Services Delivery Coach plays a crucial role in the operational and individual development of project teams in our Services Delivery organization. Coaches are responsible for the coaching, engagement, and performance of their direct reports, and team oversight and workforce management. They also handle operational initiatives and solutions for the organization and provide support to issue management and Customer Care teams. These efforts aim to ensure the smooth operation and success of projects and their teams. 

Key Responsibilities: 

Coaching & Engagement 

• Own responsibility for the engagement, performance, and growth of assigned employees 
• Proactively monitor performance of employees and solicit feedback from team members to support coaching conversation 
• Conduct frequent, meaningful feedback through coaching conversations and provide actionable, meaningful timely feedback to foster employee growth and advancement 
• Collaborate with Department Leads to stay aligned on employee performance, priorities, expectations, and career growth opportunities 
• Guide and grow assigned employees as professionals through frequent 1:1s by monitoring performance, morale, and career goals 
• Hold quarterly Performance Check-ins to discuss performance, ensure alignment on priorities, and identify support needs and learning opportunities in partnership with the team leader 
• Guide employees through everyday challenges by emphasizing active listening, asking questions, aligning on action items, and proactively obtaining answers and solutions 
• Manage promotion and compensation recommendations and conversations for direct reports 
• Partner with Talent & Culture to escalation and address performance and employee relations issues, implement performance improvement plans and manage exits and terminations 

Learning & Development 

• Identify learning opportunities that align to employee strengths and recommend opportunities for them to improve and enhance their capabilities through learning initiatives 
• Hold employees accountable for the completion of assigned or mandatory learning and training programs 
• Collaborate with Learning and Development to develop training curriculums, delivery training materials, and design best practices 

Operational Initiatives and Solutions 

• Participate in key department initiatives to achieve strategic goals and objectives 
• Identify, recommend, and develop process improvements and best practices within areas of expertise and focus to drive efficiencies and quality 
• Drive or assist implementation and adoption of initiative results 
• Provide support related to Issue investigations and the IssueManagement Team as required 
• Participate in hiring process and decisions for the Services teams 
• Work in collaboration with Department Leadership in succession planning and growth planning for assigned teams 

 Requirements:  

• Bachelor’s degree or equivalent experience required  
• At least 2 years of experience managing professional services teams in the software industry, experience in the IRT or eClinical field preferred 
• At least 2 years of proven experience in directly managing and overseeing the performance of subordinates 
• At least 3 years of experience as a technical project manager preferred 
• Proven ability to work with teams and individuals to build or enhance their skill and potential 
• Demonstrated ability to creatively solve delivery problems while maintaining timelines and quality  
• Demonstrate ability to effectively prioritize between multiple competing tasks and projects  
• Interpersonal skills, including the ability to lead and motivate other team members  
• Oral and written communication skills  
• Time management and organizational skills  
• Follow-through and attention to detail  
• Professionalism  
• Diplomacy