We pride ourselves on our culture that is made up of impeccably skilled, passionate professionals. Our team varies from veterans of the industry to fresh faced young bloods who are ready to shape the future.
We have an opportunity available for a Client Delivery Operations Manager.
As a Delivery Operations Manager, you will play a crucial role in ensuring the successful delivery of projects and services to our clients. You will be responsible for managing client relationships, overseeing project implementations, and ensuring that our solutions meet the needs and expectations of our clients. This role requires a combination of technical expertise, project management skills, and strong interpersonal abilities to effectively navigate both client interactions and internal team dynamics. Solid understanding of Cloud solutions a huge benefit, coupled with your ability to write and compile technical responses to proposals.
Responsibilities
Client Relationship Management:
- Serve as the primary point of contact for assigned clients, building and maintaining strong relationships based on trust and communication.
- Understand clients' business objectives, challenges, and requirements to effectively advocate for their needs within the organization.
- Proactively identify opportunities to add value to client engagements and provide recommendations for additional services or solutions. (These leads to be sent to our sales department and where needed assist with technical write-ups for the pre-sales effort).
- Lead the planning, execution, and delivery of client projects, ensuring adherence to timelines, budgets, and quality standards.
- Collaborate with internal teams, including consultants, engineers, and developers, to define project scope, requirements, and deliverables.
- Monitor project progress, identify potential risks or issues, and implement mitigation strategies to ensure successful outcomes.
- Conduct monthly project steerco meetings with clients to provide updates, address concerns, and gather feedback.
- Allocate resources effectively to support multiple client engagements, balancing workload and skill requirements across project teams. (Consulting and Cloud Solutions)
- Coordinate with internal stakeholders to ensure the availability of necessary resources, including personnel, tools, and infrastructure.
- Assist the head of cloud solutions and business advisory with KPI reviews, planning and reporting. (To be done on a bi-annually basis).
- Maintain a focus on delivering high-quality solutions that meet or exceed client expectations.
- Implement best practices and quality assurance processes to ensure consistency, reliability, and scalability of deliverables.
- Assist with the month end processes for Consulting and Cloud Solutions (e.g., Hours billed vs available hours monitoring on Clockify).
- Assist with financial recons and controls to ensure all invoices are processed each month. (This will be in aid of the finance department).
- Monitor project budgets, expenses, and profitability, taking proactive measures to address variances and optimize financial performance.
- Provide accurate forecasting and reporting on project financials to support business planning and decision-making.
- Assist the Head of Cloud Solutions and Business Advisory with FY budget planning.
- Stay abreast of industry trends, emerging technologies, and best practices related to IT consulting and cloud solutions.
- Identify opportunities for process improvements, efficiency gains, and service enhancements to drive overall client satisfaction and business growth.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Proven experience in client-facing roles within the IT consulting or technology services industry.
- Strong project management skills, with a demonstrated ability to lead cross-functional teams and deliver complex projects on time and within budget.
- Excellent communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and internal teams.
- Familiarity with Agile methodologies and project management tools (e.g., JIRA, Asana, Trello).
