Service Delivery & PMO Manager

Job Description:

Service Delivery & PMO Manager

Leasepoint has been providing Aviation Leasing Software Solutions to the Aircraft Lessor and Airline market for over 30 years.  Leasepoint, our flag ship Asset and Contracts Management system is trusted by over half of the world’s top 20 lessors. Today it helps our global customer base manage over $100 billion of leased aircraft and engines across the world.

At Leasepoint we pride ourselves on the long tenure of our team, the long tenure of our customers, our focus on quality, maintaining our market reputation and ensuring we remain market leaders in our field.

This is a blended role, so if you have experience of working across multiple disciplines, are customer focused, have previous experience in a PMO or similar role and looking to expand your career in a fast-paced energetic and fun environment, this could be the job for you.

Position summary:

You will support the successful delivery of project implementations by ensuring adherence to project governance, tracking performance metrics, and facilitating communication across cross-functional teams. You will play a key role in maintaining project documentation and managing reporting tools.

Also responsible for ensuring high-quality delivery of services to clients and internal stakeholders. This role oversees service performance of selected customer accounts, manages client relationships, and drives continuous improvement across support and delivery functions.

Based in the United Kingdom or Ireland and be 100% comfortable with remote working.  You must be prepared to travel occasionally (domestically and overseas) for customer visits and to attend ad hoc team meetings and quarterly company events.

Project Management Office (PMO) Responsibilities:

• Oversee the Leasepoint portfolio of projects to pro-actively monitor progress against plans, helping to ensure projects are delivered within time, cost, and quality.

• Support Leasepoint professional services team in their project delivery

• Facilitate effective planning and tracking against milestones and deliverables

• Support change control for project changes/delays

• Monitoring of usage vs budget/forecast across the project portfolio

• Manage month end finances (WIP) and monitoring processes

• Ensure that all project documentation is completed to Leasepoint standards

• Manage the reporting of Leasepoint project portfolio, including: 

  • Weekly / Monthly reporting cycles to ensure information is provided by project personnel in a timely manner 

  • Undertaking regular project reviews with project managers

  • Report to senior management by collecting, extrapolating, and analysing project information and KPIs

  • Maintain and manage Leasepoint projects Risk and Issues Logs, providing assurance to the Leasepoint Management Team

• Support Leasepoint project managers with processes, planning and project meetings.

• Proactively manage, disseminate and adapt best practice from the lessons learnt from completed projects

• Utilise Zoho Projects to manage Leasepoint portfolio of projects processes and workflow.

Service Delivery Manager (SDM) responsibilities:

• Foster an environment within the team where exceptional Customer Support is standard practise

• Manage allocated customer contacts and lead regular service delivery and performance delivery calls with all customers

• Report monthly on the activities within the WatchList to the Senior Management Team

• Establish and nurture strong working relationships with customers to enable better opportunities for the Sales team to strengthen product upsell

• Establish and nurture close working relationships with the support, development, sales and professional services teams

• Encourage a pro-active approach to dealing with customer issues and customer contacts

• Report on all agreed daily/weekly/monthly retention metrics and make recommendations on any improvements

• Co-ordinate each years CSAT Survey; including reviewing the surveys relevance to company needs, handling any customer contact needed as a result and distribution of feedback to relevant department heads.

Job skills and experience:

• Extensive experience of similar role within the IT/Software industry

• Good level of education

• Proven ability to work with cross-functional teams and manage multiple priorities.

• Experience working within the aviation industry is a bonus

• Proven success of customer relationships and success.

• Proficiency in project management tools such as MS Project or Zoho

• Strong analytical and reporting skills; experience with Excel or similar tools

• Excellent ability with MS Office applications specifically Excel, Project, Word and PowerPoint

• Proven ability to sell products & services to existing customer base

• Ability to work to deadlines and priorities tasks, works well under pressure

• Self motivated

• Attention to detail and thorough

• Excellent time management skills, organised and process driven

• Excellent stakeholder management and communication skills.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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