Manager-Technical Services Delivery

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The Manager of Technical Delivery oversees a team of individuals responsible for the consultation, implementation and escalation of new and existing customer software implementations. The position includes hiring and staff forecasting, performance management, skills development and mentoring as well as client escalation. This position assures the resources are maintained at acceptable chargeable and productive utilization levels and works closely with the other parts of Client Services to gain efficiencies and maintain a high level of client satisfaction.

In addition, this position requires a deep technical understanding of the applications in their area and will assist with project troubleshooting and tasks as needed to support the team.

Has overall accountability in the areas of hiring, performance management, training and development for the assigned Delivery Services team Serves as an escalation point for project and client satisfaction issues

Ensures that the team is highly productive, driving revenue and client satisfaction through successful and efficient delivery. Is responsible for the overall chargeability of the team Projects hiring/staffing needs based on anticipated demand and forecasts

Manages and prioritizes current workload of team to minimize stress and attrition

Consults on pre-sales opportunities and activities as well as a liaison for Product and Development Basic Qualifications (BQs)

Education and Experience:

Bachelors in Project Management, Business, IT Management, or related field and 5 years experience or HS/GED and 9 years experience in business.
• 5 years’ experience leading high performing teams or projects in the banking, payments receivables, lockbox processing or software implementation space.

Preferred Qualifications (PQs)

Education and Experience:

Bachelors in Project Management, Business, IT Management, or related field and 5 years experience
• 3 years of management experience
• Exceptional analytical skills, customer service orientation, detail orientation and administrative skills. Ability to navigate and manage ambiguous situations; manage changing, competing and conflicting priorities; and multitask effectively, while balancing urgency, speed, accuracy and consistency.
• Employ independent critical thinking to recognize when something is wrong, gather data, and raise awareness for decision. Ability to provide feedback or proposed solutions in a clear, thoughtful and concise manner.
• Excellent organization, follow-through and interpersonal skills.
• Ability to work independently and take direction from multiple leaders in a fast-paced performance-driven environment under minimal supervision. Composed and able to handle pressure and deadlines.
• Effectively and consistently meet quality and productivity expectations.

Additional

Basic Qualifications:

Must be 18 years of age or older

Compensation

The compensation range for this position is $ - $ annually. This position will be eligible for commission or an annual performance incentive plan. The base pay actually offered will vary depending on job-related knowledge, skills, location, experience and take into account internal equity.

Benefits In line with…