JOB DESCRIPTION

LEAVE YOUR MARK ON A BETTER WORLD.

COLLABORATE WITH AMAZING PEOPLE.

MAKE CHANGE HAPPEN.



At North Highland, we believe in doing great things together. With you. With our clients. With a perspective on actions today that shape tomorrow. As the world's most innovative, collaborative consulting group, we've built a space to share ideas like never before. Do you have the skills, passion and commitment to transform industries for the better? Think you can bring your A-game every day? If so, join us. We like big thinkers with action on the brain...



Culture and objectives often go hand in hand. Our Program & Project Managers map out the links between what a client wants and how they go about getting it. That includes scope, scheduling, cost, quality, resources and assessment - the complete package for a project they can rely on. No size or complexity is off the cards. We'll show you how to handle it all with end-to-end confidence.?



Why North Highland? Every choice you make will give you the opportunity to grow. It's our employee ownership model - with plenty of coaching and personal development opportunities in the mix. For us, training doesn't have an off switch. You'll learn new things, both during and beyond traditional working hours. We want people who strive for the next level, then the next.



At North Highland, you're never a number. Our firm is large enough to scale up, test your mettle and tackle big challenges, but small enough that clients won't lose your face in a crowd. You're recognized individually.



We started as three leaders and a kitchen table. Which means we know expectations are made to be broken. Want to surprise us? Do it. Experiment and stretch yourself. There's room to grow as a budding entrepreneur.

Exciting work you will do:

We are looking for a Service Delivery Manager to join our team working with our Client through a transformation. The Service Delivery Manager has overall accountability for managing all of the components of the service as designed by the Service Architect in conjunction with the Client. The SDM plays the integral role in ensuring delivery excellence is achieved with respect to Delivery (performance, project and program deliverables) along with implementation of the associated value adds. Key responsibilities included but are not limited to:

• Overall responsibility for managing the relationship between North Highland and its Clients


• Serve as Main point of contact for both the Client and the BA / PPM teams on Client site for all questions, concerns, escalation of risks and issue.


• Responsibility for the Quality Management elements of the NH Managed Services contract


• Recognize performance trends, manage risks and issues around it, address concerns, celebrate successes and manage shortcomings.


• Install, Operate and Manage an appropriate governance structure based on agreed upon KPIs and SLAs.


• Demonstrates depth of knowledge and/or strength of delivery capability to influence clients; initiates and contributes to the development of delivery POVS or solutions; spots delivery needs, extensions or opportunities to help clients in the delivery space, and shares this with the relevant CL or team members; engages industry/firm experts to support client work.


• Manage and deliver regular reporting to monitor work, progress to goal on performance and deliverable quality and measure and meet Service Level Agreements.


• Work with the BA / PPM team and client managers to drive team and community activities to build relationships and share knowledge


• Coordinate and manage teams of BAs / PPMs ranging in size from a few to up to about 25

What you will need:

• Excellent Communication Skills (written and Oral)


• Proven delivery leader


• Experience and Comfort working in dynamic and frequently changing environments


• Ability to liaise with senior stakeholders


• Adept at establishing and maintaining an advisory role with Clients


• Experience working within a performance management framework and managing individual and overall team performance against it


• Skilled in Coaching and Mentoring


• Familiarity and exposure to understanding and managing complex project and program delivery


• Capability of working in either a business or a technology delivery environment (e.g. Waterfall and Agile methods)


• Identification and management of risks and issues


• Key drivers for SDM success in the role is the ability to manage, motivate, pioneer, lead, exercise diplomacy, influence and collaborate


• Telecom experience preferred


• Successful engagements in Divestures and/or M&A


• 7+ years leading and managing Project/Program and/or Business Analyst teams

** Applicants must be authorized to work in the United States without the need for visa sponsorship by North Highland. Work visa sponsorship will not be provided, now or in the future, for this position.

ClickHEREto apply

North Highland makes change happen for organizations who dare to be different. By melding workforce, customer and operational transformation, they are one of the world's leading consulting groups, with 65+ offices around the globe. They break new ground today so tomorrow is easier to explore.



For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.



North Highland is an Equal Employment Opportunity (EEO)/Affirmative Action employer. All qualified applicants will receive fair and impartial consideration without regard to race, color, sex, gender identity, religion, national origin, age, sexual orientation, disability, veteran status, or any other characteristic protected by law.