Technical Delivery Manager

SLR Consultants deliver managed services and innovative solutions to a range of global enterprise and mid-sized customers. We pride ourselves in a business outcome led approach coupled with an engineering DNA to deliver greater value for our clients compared to other providers and solution companies.

As part of our continued growth, we are looking for an experienced Technical Delivery Manager to join our team. You will be responsible for managing our team of engineers, analysts, project & programme managers engaged in the delivery of services and solutions to clients. You will work very closely with our program management officer, manage resourcing capacity against targets. You will be responsible for achieving customer SLA and satisfaction targets as well as managing the P&L for the delivery organisation.

You will own and drive a delivery organisation that has both on-shore personnel (some on client site) as well as off-shore teams. You will look to optimise operational performance and balance between onshore and off-shore, moving appropriate tasks to the offshore teams in a controlled manner to ensure that our customers benefit from such a move, whilst improving operating margins for the business.

You will work closely with Strategic Account Managers, Program Management Officer and SMT to ensure that all customer deliverables are met, on time, on budget, leading to high levels of customer satisfaction. We want all our customers to become advocates of SLR Consultants, both internally and externally. In this regard, you will participate in bid reviews to ensure from the initial proposal stage that we are setting ourselves up for success.

This is a key role at a time of change in SLR Consultants, where you will build and fine-tune the target operating model, and you will be looking to influence the future direction of the company.

Responsibilities

• Manage the Delivery Organisation to customer SLA and satisfaction targets
• Manage the transition and growth of the various practices within the Delivery Organisation, across Test Engineering, Test Automation, Unified Communications Engineering, Process and System Analysis and Engineering etc.
• Manage the overall schedules and deliverables of the teams against targets
• Provide regular reporting on key performance indicators and metrics related to all delivery activities. You will develop and revise these, and SLAs as part of a continuous improvement regime.
• Provide governance and risk assessment from initial bid stage through to contracting and customer on-boarding. You will be responsible for reviewing and approving all Statements of Work. Where required you will provide appropriate presales support and guidance.
• Anticipate and highlight potential issues such as capacity constraints, over capacity, and bottlenecks, recommend and carry out remedial action in agreement with business stakeholders
• Build high performance teams that live the SLR Consultants values such as delivering superior business outcome to our customers
• Ensure innovative and proactive planning of our services in delivery engagements
• Lead the personnel in your organisation, ensuring their alignment, motivation and performance levels. You will report on key metrics such as utilisation against targets, training and development against targets, etc. working with HR to ensure compliance with all applicable laws and adoption of best practice
• Ensure that operating margin targets are met, and thus you will be responsible for all costs and expenses for the personnel in the Delivery Organisation. You will review and approve all expenses for your organisation.
• This role will be performed primarily from our office in Reading, although occasional travel may be required, either to client site, or to our offshore delivery organisations.
• Minimum BA/BS Degree level education
• Have a minimum of 3 years' experience in a delivery management or service delivery management role
• A passion for working with people and the ability to motivate and drive high performance
• Effective communication skills with all levels, from senior/executive management down to architects and technologists
• An understanding of complex inter-related service delivery.
• A good technical understanding, in order to understand clients requests and teams deliverables and capabilities is a must
• A proactive and can-do attitude, anticipating and proactively handling issues and escalations calmly
• Ability to set priorities, juggle multiple clients demands, and perform effectively under pressure
• A strong understanding of IT services delivery, complex solution implementation especially in the telecommunications industry is a must
• Knowledge of Lean and Six-Sigma is an advantage, as is a formal understanding of process methodologies such as ITIL and IT Service Management.
• Experience of managing change in both transformative and continuous improvement environments
• Experience of building towards, or working in a environments with ISO9001 and equivalent quality management systems
• Commercial and business acumen