Delivery Manager at Stanchion Payment Solutions

Role Definition:

Stanchion Payment Solutions (Stanchion) is trusted to implement, manage and enhance payment systems and solutions in many different payment environments throughout the region. Stanchion’s delivery manager oversees the delivery of services and a typically unrelated portfolio of projects to our customers. The delivery manager establishes processes and mechanisms designed to ensure consistently high service performance; manages employees and monitors their throughput and the quality of their output; evaluates customer feedback and strives to ensure that sound processes and tools are applied for the delivery of quality professional services. The delivery manager has general oversight over all customer specific projects in the department’s service delivery process.

Responsibilities:

• Promote customer satisfaction and ensure projects are delivered in scope and on time by managing resource allocation, skills to projects and the quality of the delivery of the project.
• Interface with customers, third-parties as well as the Stanchion management and project teams about new and ongoing engagements.
• Co-ordinate activities, resources and information related to project delivery, ensuring it is relevant and up-to-date.
• Liaise with clients to identify project requirements, scope and timelines.
• Track the progress and quality of internal work being performed by technical teams.
• Determine the resources (time, money, equipment, etc) required to complete the project.
• Develop a schedule for project completion that effectively allocate resources to the activities and revise as required.
• Regularly review the progress and quality of the project and ensure that it meets the scope requirements.
• Provide service delivery support and direction to project team for the following activities: project governance, planning, resource/capacity planning, scoping, estimation, implementation, testing, go-live and post go-live support.
• Support services resources in meeting individual deliverables through approach review and routine progress tracking.
• Customer and internal Stanchion conflict management, working closely with the Customer service manager to achieve realistic outcomes for projects.
• Drive the management and resolution of project escalations.
• Resource capacity planning and line management.
• Enable high performance and delivery by services team through process definition and provision of access to resources (e.g. tools and materials).
• Promote and enable the professional development of the services team.

Skills:

• Excellent communication skills.
• Attention to detail.
• Excellent timekeeping and self-management skills
• Ability to effectively delegate and identify resource needs.
• Ability to manage a team.
• Ability to deal with escalations.
• Ensure SLAs and commitments to our customers are met as it relates to project delivery.
• Knowledge and understanding project management methodologies, frameworks or best practices.
• Ability to positively influence others to achieve results.
• Contribute to service delivery and organizational effectiveness.

Expectations

• Ensure customer satisfaction with the delivery of projects and services.
• Work with project teams to meet timelines.
• Assist the project manager with tracking of billable time, estimations and scope requirements.
• Manage the relationship with the customer, ensuring regular meetings and feedback sessions are helpful.
• Co-ordinate with internal department to ensure the delivery of quality solutions to our customers.
• Working with customers across various geographical territories (some travel may be required)
• Other tasks, as communicated by Stanchion leadership, related to the position that may be required from time to time depending on team/management requirements.

Qualifications:

• Bachelor’s degree, project management certification or equivalent.
• Previous project management, team lead or management experience.
• Understanding of Payments environments.
• South African Citizenship.