Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry's 'Confident Guide' sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders : clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.
Role : Project and Service Delivery Manager
Location : New York 10016 - Hybrid, 1-2 days per week in the office
Reports to : Services Lead
Salary : $90,000-$140,000 per annum, experience dependent
Role Purpose
This role is responsible for ensuring our clients receive the levels of support and services that they require whilst also ensuring the highest level of service excellence possible. You will also simultaneously support, co-ordinate and manage the resource, time, budget, and scope of projects to ensure that they are delivered in line with requirements and expectations.
Working closely with people across the business from pre-sales through to finance, you will be involved from the proposal stage of a solution, determining the necessary services required to deliver the project, through to the ongoing management of services. Service Delivery Managers also need to understand clients' service requirements and ensure that Natilik's services meet expectations, and that the services are aligned to current and future business needs.
Main activities, tasks & duties
Project Management :
- Delivering projects to time / cost / quality using the Natilik 4-stage methodology.
- Effective risk / issue management in line with best practise.
- Co-ordination and management of all project resources including 3rd party suppliers.
- Ownership of Project P&L to ensure on-budget delivery, along with appropriate change-request / exception reporting process.
- Regular reporting on RAG status, P&L health etc. in line with project requirements / rhythm.
- Ensuring a high level of client satisfaction throughout. Measured through a post-project survey.
- Efficient billing / utilisation of PM / Engineering days sold, along with driving more revenue where appropriate.
- Ensuring successful transition to managed service for completed projects (where appropriate).
- Supporting pre-sales / scoping activity where required.
- Responsible for driving Project NPS responses / following up where appropriate.
- Own / maintain all relevant project documentation in line with ISO standards (see leader for clarity).
- Ensuring documentation / project management deliverables are in line with the agreed scope.
Service Delivery :
Act as a client's representative internally, as well as a single point of contact for the delivery of all contracted offerings.Ensure all contracted deliverables are scheduled within the service level agreements (SLAs).Provide reporting for clients, including service reviews that would highlight any breaches in SLAs.Proactively initiate improvement plans as part of continual service improvement.Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution.Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.Work with Natilik partners to make sure their services meet expected levels of excellence.Maintain all service documents efficiently including service operation manuals, support articles and escalation paths.Spend time on site with clients as required to build strong relationships.Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements.Identify opportunities for additional service opportunities.Ensure that client asset inventories are maintained and regularly reviewed with clients.How you will make an impact
By providing outstanding service to our clients, enabling Natilik to retain clientsGenerating positive client feedback through NOC, CSAT and NPS, and consistent high levels of customers satisfaction (90% project NPS above)Acting as a conduit between the client and Natilik and ensuring the overall relationship is positiveDriving timely renewalsAchieving billable-days target on a monthly / quarterly basis (15 pcm)Delivering projects within budget to maintain contribution levelsDriving innovation / process improvement internally, over and above client-facing activityTo maintain an understanding of Natilik's propositionKey Qualities, Skills and Abilities
An uncompromising commitment for client service and deliveryOutstanding interpersonal skills, allowing you to communicate effectively with a variety of peopleA team player, that can work with teams internally and externally, sharing knowledge, and aiding resultsOrganisational skills, allowing you to manage your time effectively and pay close attention to detailA problem solver, that can find proactive solutions for clients both alone and as part of a teamControlling and adapting to the varying situations that can develop throughout a project life cycle by demonstrating determination, adherence to change and initiativeA chameleon, that can adapt their approach to clients where necessaryA strong character with the ability to influence people across the organisation and within the client's company to ensure that things get done when they need to beManage multiple complex technology solutions considering the clients existing landscape and migrating the client to their new technology efficientlyUnderstanding the client's business needs and why the technology solution investment has been madeDelivering detailed project documentation, project plans (MSP) , scope of works, risk registers, testing documents and clear migration plans to demonstrate to a client how their project goals can be achieved at each stageExperience
Experience in an externally facing service delivery role2-3 years of experience in a project environment and knowledge of Project Management methodologiesITIL foundation accreditationIn-depth understanding of the Project Management methodologiesUnderstanding of Natilik's product offerings : https : / / www.natilik.com / solutions /Experience working with Cisco technologies (desired, not mandatory)Intermediate skills with the Microsoft Office SuiteBenefits
Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer :
25 days annual leave ( public holidays) rising with tenureQuarterly Awards and BonusesFlexible Working PolicyMedical insurance (including dental)401k contributionAccess to Financial Wellness supportIndustry-leading home working and mobility technologyCompany shares (available after One year tenure)Access to EAP scheme for you and your householdGym and retail discountsAnnual paid volunteering dayEnhanced parental leaveAccess to funding for additional qualifications and coursesAccess to paid study leave
Salary : $90,000 - $140,000
