Service Delivery Manager

Scope

Reporting to the Head of Service Delivery Management of his/her cluster, the Delivery Manager (DM) is to take a dual responsibility for the leading and delivery of customer-based projects and be accountable for the service delivery activities of a set of pre-defined customers and/or portfolio of activities for a particular customer. This latter responsibility encompasses Customer Satisfaction, Project Governance and Project Accounting. These responsibilities will be further outlined below.

**Responsibilities**:
Project Engagement

Contribute to customer engagements with a billable role. Ensure that the role for Service Delivery Manager is included as part of the billable roles for the engagement.

Support, Coach and Mentor the engagement lead (PM or Other) on areas of project delivery, governance management where necessary.

Project Governance

Define the KPI’s with the engagement project manager and customer to ensure that progress can be measured and share this with the customer. Communicate any KPI’s/Metrics define to the project team, including how the customer will measure success.

Put in place a feedback mechanism to capture customer satisfaction/dissatisfaction, sharing the feedback with the involved Zifo team.

Create a clear communication plan with the customer, including Status & Governance meetings and escalation processes.

Create a clear Role & Responsibilities matrix to clearly define these within the project structure.

Project Resources

Ensure that appropriate resourcing is in place for the delivery of the project. Align requirements with the Solutions Team manager. Ensure that the capabilities of the resources match those proposed to the customer as part of the Statement of Work.

Ensure the delivery from remote team is maximised. Be mindful of the local/remote resource mix, ensuring that the mix of resources align to the strategic need of Zifo.

Ensure that the team allocated works as a team and not only as individuals.

Support and coach PM or engagement lead

Resolve any resource conflicts or performance issues that arise during the lifecycle of the engagement.

Ensure that resources allocated to an engagement are fully utilized and that their time is billable towards the customer.

Where there are barriers to work address them directly; escalate to CSM or Functional Head to ensure we either achieve the revenue or reallocate people.

Anticipate / prevent / solve deviation between planned effort and actual effort for future periods. Discuss with the PM or engagement lead on tactics to prevent under-utilization.

Ensure that the People Allocation system is fully up to date with allocated resources defined - this should include both in-flight and pipeline projects.

Keep the Utilization forecast up to date for on-going plus 2 months for in-flight projects, including the local v remote ratio value.

Project Accounting

Be accountable for the setting up of the Project Accounting in the Zifo systems, ensuring that a Billing & Invoicing entity is available, Project framework is in place and Effort tracking activities are set for time management.

Monitor and update the Legal Entity splits as project team adjust across the project lifecycle.

Monitor the budget of the project and report this to the customer, monitor the current status and predict future spend to provide early warning of over or under spend on the customer budget.

Ensure that all time is properly recorded in the time tracking system. Any missing time is quickly resolved and any disputes on billable / non-billable time are mitigated.

Ensure that all time recorded on a Time & Material project is invoiced to the customer.

Review time tracked and make reasonable assessment of the time recorded to round time to the agreed billing rules as set out in the SoW or to a reasonable minimum level. Assess the non-billable time recorded on a project and requalify this as seem fit.

Make sure that billing is done on time according to the financial internal processes. Ensuring that any billing advice, billing approval are provided to / received from the customer depending on their requirements.

Manage any invoice anomalies from the Customer or as indicated from the Invoice team.

Internal Tasks

Contribute to people performance evaluations by reporting performance appraisals to consultants’ line managers

Continuous Service Improvements, identify and lead initiatives to improve Zifo’s delivery process and enhance the Zifo culture.

Customer Management

Work collaboratively with the CSM on a customer account. Provide support in pre-sales activities, review SoWs and monitor the Project pipeline to anticipate future demand.

Customer sensing can be a shared collaboration with the CSM, define schedules for feedback and share, identify weaknesses, celebrate success and involve the customer.

Where new opportunities present themselves during customer interactions share these with the CSM and build the pipeline for future projects