Delivery Manager

Job Summary

The Delivery Manager is responsible for the overall delivery of Actalent Services’ solutions to clients as well as building and managing delivery operations. The Delivery Manager (DM) is responsible for meeting the strategic objectives including growth, customer satisfaction, and program KPIs. The DM provides leadership and direction to program/project teams and ensures that all projects meet their cost, quality and timing requirements while building a robust operation to support our customer needs. This role is central to maintaining and growing relationships with key customer stakeholders and for providing overall governance for the engagement and will serve as an escalation point for technical, customer and personnel issues. The DM interfaces with customer at multiple levels, including executive level. Success in this role requires proven technical expertise combined with business acumen to deliver technical and business solutions that improve productivity and lower overall engagement costs.

Essential Functions

• Direct and manage the overall operations for the accounts assigned with overall responsibility for growth and gross profit, customer stakeholder management and overall customer satisfaction
• Provide overall governance for the engagement and ensure that the terms of the MSA are met by building relationships with key customer stakeholders, engaging in periodic dialogue with the key stakeholders to align strategic and tactical objectives, managing expectations, scheduling and leading periodic business reviews with customer management and providing timely reports and updates to Actalent Services’ management
• Maintain, monitor, and manage program budgets; plan, control and allocate resources required to meet program requirements
• Build and maintain strong customer relations at all levels of the organization
• Work with customer’s technical stakeholders to facilitate workflow development, project scope development and risk assessment, issues resolution and work forecasting and planning
• Provide direction and innovation in service and/or process improvement, cost reduction and recommendations for business process optimization and profit improvement
• Build and oversee teams at multiple sites/locations to ensure consistency of services, compliance with customer processes and standards and responsiveness to both customer and employee requirements
• Develop and implement employee performance and development plans to meet individual development and growth, and overall program goals; includes primary responsibility for talent management including overall hiring and termination decisions
• Ensure compliance with customer’s training and policy requirements
• Work with Actalent Services’ support groups to build robust systems and processes for performance management, billing and invoicing, operational support and training and development
• Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves
• Other duties as assigned by management
• Bachelor's degree in mechanical engineering, manufacturing engineering, electrical engineering or related discipline required
• Minimum 10 years of professional industry experience relative to assigned vertical and/or segment focus
• Minimum of 5 years of management experience delivering projects, program and/or overseeing engineering operations
• PMP certification preferred; proven knowledge of project management methods required
• Minimum of 5 years of experience managing professional services delivery of engineering solutions from definition through execution
• Minimum of 5 years of people management experience of large teams including training, development, mentorship and day-to-day responsibility of technical/engineering teams, both on-site and remotely
• Professional experience in Managed Services environments with bundling and customizing offerings to create customer value and maximize engagement profitability; technical solution management and strategic solution outsourcing expertise required
• Industry experience in Industrial Products with semiconductor segment experience is a plus.
• Proven expertise in building, growing and expanding operations and/or large customer account(s)
• Proven written, oral and presentation skills and the ability to conduct meetings with high-level decision makers
• Ability to effectively communicate and partner across globally distributed cross-functional teams and roles in virtual environment
• Highly proficient in PC applications- MS Office suite of tools a must
• Ability to travel as needed, up to 40%