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NewRocket · 2 days ago

Delivery Director-Midwestern Region

United States

Full-time

Remote

Director/Executive

12+ years exp

NewRocket is a global, full-service Elite ServiceNow partner dedicated to solving complex business challenges. The Regional Service Delivery Director is responsible for ensuring operational excellence, customer satisfaction, and portfolio growth while managing customer relationships and overseeing project delivery.

Information TechnologyInternetSoftware

Responsibilities

Ensure 5-star quality delivery

Develop trust relationship with customer to drive success of project and future growth

Collaborate with the Resourcing team to ensure project teams are staffed for success

Collaborate with VP of Professional Services to ensure the right capability expertise is provided on the project

Transitioning clients smoothly from the sales process to the delivery team including; SOW (Statement of Work) reviews, defining project roles and responsibilities for kick off, and facilitating kick off preparation

Maintaining an active role on a subset of projects in a project oversight role including; having a proactive engagement with the customer executives, serving as an escalation point, ensuring compliance and quality delivery, and controlling billable and non-billable time

Manage and resolve project escalations across the portfolio as required

Drive compliance and accountability to NewRocket methodology and delivery standards

Collaborate with the Delivery Excellence team to ensure continuous improvements to Delivery Excellence framework

Communicate and promote the delivery excellence approach to Global Delivery team

Oversee portfolio planning

Accountable for Area forecast

Ensure Portfolio and projects are contributing to margin as expected

Drive effective and productive usage of India resources

Coach and mentor Crew Members both direct and indirect reports

Oversee the development of Crew Members. Manage career progression including participation in hiring, performance reviews, mentoring and coaching

Facilitate the execution of the Career Coach model being implemented at NewRocket

Participate in pre-sales customer meetings, deal reviews, SOW and RFP reviews

In partnership with Sales, drive and influence bookings within new logos and existing accounts

Collaborate with Sales to define standards for hand-off to delivery and alignment on customer expectations in line with SOW

Align with Area Sales lead to help drive opportunities to meet bookings and revenue targets

Accountable for portfolio growth with the following KPIs (specific targets will be provided separately as they will be adjusted to align with the broader NewRocket goals)

Bookings

Revenue Under Management

Gross Margin

CSAT

Personal Utilization (Target will be provided separately as they will be adjusted to align with the broader NewRocket goals)

May perform additional duties as assigned

Qualification

Professional ServicesProgram ManagementPortfolio ManagementServiceNow DomainAgile CertificationSCRUM CertificationPMP CertificationServiceNow SPM CertificationLeadershipRisk AssessmentFinancial KnowledgeCommunication Skills