Service Delivery Manager at Hansen Technologies

The Role

• In conjunction with the other Service Delivery Managers the Service Delivery Manager helps the Senior Service Delivery Manager (SSDM), and prioritization and scheduling of new versions of the ICCB software for all ICC Client releases. Also helps with SLA measurement and management reporting, and process improvement initiatives.

Key Duties & Responsibilities

• Primary point of contact for development. Monitoring of development and maintenance of project/release schedules, ensuring that agreed time frames are met and in line with the expectations of the Client
• Designated as primary client-facing person for the delivery organization
• Maintain good relations with Client and Account Manager and keep them aware of the status of the planned release schedule
• Manage the Jira Tickets and take actions based on company policies
• Reporting of release progress internally, including envisaged Issues and Risks, delays to schedules, and progress against (esp. manpower) budget
• Weekly Management reports for use in the Client Executive Reports
• Prioritization for Release Planning
• Track progress against the release plan, provide input into the performance of the assigned resources, and ensure that technical issues are resolved in a timely manner and that the Hansen SDLC is appropriately followed
• Formalize and publish the ICCB-I Release schedule for assigned Clients
• Together with the Software Development Manager (SDM) act as the final arbiter for any variation to the published Release schedule
• Manage the training, supervision, and review of staff under his/her organization
• Manage delivery of SLA performance targets for all Clients
• Assist in the preparation of Management reports
• Governance and enforcement of the SDLC and the various services and processes used by the Project teams to release either high quality service and/or error free software/solution
• Manage Performance appraisals associated Administration and Setting of Staff objectives
• Assist Account Manager identifying and communicating revenue opportunities, by defining statement of work, efforts involved and cost of resources

Competencies & Skills Required
Delivery Management

• Effectively plans and manages Client’s release schedules within time constraints (No Sev1’s)
• Strong knowledge of development methodologies
• Adheres to Hansen project management standards
• Strategic planning and analysis, imagination, and diplomacy
• Strong negotiation skills
• Adheres to Hansen management standards

Leadership and Team Building

• Sets high standards for self and others and leads by example
• Excellent team leading and team building skills
• Regularly gives constructive feedback to team members

Personal Development

• Constantly learns new skills
• Ability to work in high stress situations with project team partners
• Ability to document and implement procedures
• Uses own initiative to develop new skills
• Applies new knowledge and skills effectively
• Takes feedback positively and constructively

Innovation and Change

• Understands, troubleshoots, and prioritizes client problems
• Demonstrates advanced problem-solving skills
• Is willing to try new things
• Is creative and innovative
• Constantly thinking about how to improve the way Hansen does things – constructive ideas

Communications

• Communicates openly and effectively through formal and informal channels with colleagues and managers
• Strong verbal and written communication skills
• Presents ideas and concepts effectively to small groups

Customer Focus

• Able to foresee and communicate internal and external customers’ concerns and take appropriate actions
• Takes ownership of internal and external customers’ problems and ensures appropriate action is taken to resolve them
• Responds to internal and external customers’ problems promptly
• Escalates internal and external customers’ problems promptly

Commercial Skills

• Commercial awareness relating to client plans and opportunities, as well as internal cost management