Director of Delivery Oversight - REMOTE

Director of Delivery Oversight 

ACLIVITI Consulting Group (ACG)   

We are seeking a dynamic, self-motivated individual to provide world-class program oversight leadership, in support of enterprise CCaaS transformation clientele. This individual is driven to lead clients through translating their current and future business goals into technical solutions. Our Director of Delivery Oversight will build relationships with key client leadership and stakeholders to LEAD (Learn, Educate, Align, and Deliver) engagements and ensure a successful transformational experience. 

Why We’re Different: 

At ACLIVITI, our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.  

We are: 

• A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
• Experts in helping clients find cloud-based Contact Center capabilities that enable client and agent experiences while helping provide cost savings.
• Passionately focused on solving client issues and building relationships.
• Striving to work with cutting edge CCaaS and AI technologies.
• A close-knit, professional, fun, hard-working team dedicated to continuous improvement.

Our Clients Are: 

• Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses.
• Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations
• Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.

How we solve: 

• Our Transformation oversight methodology includes a differentiated approach to Governance, Program, and Project oversight. We ensure all aspects of the Program are accounted for in support of our Enterprise target market.
• We LEAD our clients through complex, long-cycle deployment programs and subsequent phases of key deliverables, managing schedules and expectations of business outcomes the capabilities can support.
• We establish Governance as a key audience and cadence in support of both program health and client sentiment.
• Support Deployment Services team offers unique skillsets and solutions to implementing key technologies within the initial and ongoing phases of the Program.

Our Director of Delivery Oversight Will: 

LMA (Lead – Manage – Accountability) 

• Lead in your day-to-day responsibilities and work together across the organization to achieve desired outcome.
• Lead and manage the Delivery Oversight team through clear vision, proactive communication, performance coaching and driving accountability.
• Manage assigned tasks and objectives from start to finish, being accountable for the department's setup and management of governance, program plan integrity, customer satisfaction and financial performance.
• Work with leadership to engage in continuous process improvement.
• Contribute to internal development through participation in business development, recruiting, training, and marketing.
• Act in a mentoring capacity to support the career development of direct reports and other ACLIVITI colleagues.
• Monitor and report on the progress of transformation initiatives, providing regular updates to executive leadership

Lead Complex Program Oversight, Governance, & Plan Integrity 

• Own the integrity of Delivery core processes to ensure that program standards are consistent across the company.
• Maintain team accountability to timelines and deliverables while being flexible when change is required to achieve desired client outcomes that are within our team capabilities and scope capacity.
• Lead the Delivery Oversight team through their complex CCaaS transformation program portfolio while maintaining a pulse on performance activities to ensure customer satisfaction metrics are achieved.
• Establish and lead processes for identifying KPIs and manage reporting/readout of those metrics as capabilities are implemented.
• Develop and manage CX roadmap plans for active client portfolio.
• Collaborate with cross-functional stakeholders, including business units, IT, data analytics, and external vendors, to align expectations and ensure successful project execution.

Develop, Forecast & Manage Resource Strategy for Delivery Group 

• Actively participate in weekly Delivery team meetings to proactively cascade messages up and down the organization, present department scorecard metrics, own quarterly rock deliverables and resolve the top issues for the Delivery department.
• Lead weekly departmental meetings and be accountable for department scorecard metrics.
• Lead internal Quarterly Program Review (QPR) for all active Delivery opportunities.
• Manage weekly/monthly/quarterly capacity forecasting against active and pipeline opportunities.
• Maintain departmental accountability structure to identify key roles required to meet project demand and sustain utilization efficiency.
• Work with Operations to build a recruitment funnel and lead department recruitment initiatives and to onboard, train, and develop the Delivery Oversight.
• Lead annual review process for Delivery Oversight resources and set SMART goals for business and personal development.
• Identify and orchestrate education paths for employees that align with the company vision to achieve future growth for the business and its employees.

Lead Customer Satisfaction through Key Executive Client & Vendor Relationships 

• Build solid C-Level & VP level relationships with key client stakeholders contacts and demonstrate excellent relationship-building skills and ability to sustain through the lifecycle of an account.
• Collaborate with the Sales team to understand customer needs and align Delivery strategies accordingly.
• Ensure exceptional customer satisfaction by setting and monitoring service quality standards.
• Regularly engage with clients to gather feedback and insights to enhance the Delivery process.
• Collaborate with vendors to ensure timely access to resources and support required for successful project completion.
• Establish clear escalation procedures to address critical concerns and ensure prompt resolution.
• Collaborate with senior leaders to identify and prioritize transformation initiatives.

Support PreSales Process for Delivery Opportunities with New & Existing Clients 

• Collaborate with the Sales team on departmental pricing models and SOW templates to ensure consistency and maintain company standards.
• Oversee execution of key client-facing documentation, executive sales presentations, and change orders.
• Ensure that SOWs align with client expectations, industry standards, and company capabilities.
• Collaborate with other department directors to align resources in order to support detailed budgets that align with the SOW and pricing model, ensuring cost-effectiveness and profitability.
• Ensure that all department documentation is properly organized within SharePoint, and accessible across the organization.

Our ideal candidate will:  

• Have 8-10 years of experience in leadership roles related to enterprise transformation and delivery services, with a strong focus on cloud-based "as-a-service" and CCaaS technologies
• Have 8-10 years with proven track record of leading complex transformation programs
• Have 5 years of leading, mentoring, and developing program delivery and/or consulting team members – demonstrate a track record of fostering a collaborative and high-performing team culture
• Have BA/BS degree or equivalent practical experience
• Be proficient in Salesforce - skilled at using a CRM to stay organized and report on activity in support of PreSales activities
• Be skilled in Program Management tools such as Smartsheet and MS Project, and proficient in Office Timeline
• Experience owning and managing a departmental budget and P&L
• Possess a high sense of urgency to deliver customer outcomes
• Possess excellent organizational skills; you know exactly where opportunities are in the sales process and what next steps are on each of them
• Be an efficient multitasker, and high level of problem-solving skills to deliver outcomes for our prospects and clients

You will love our culture if you are: 

• An ambitious intrapreneur who loves building new things
• Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
• Comfortable communicating through a variety of mediums with many different audiences and objectives
• Great at anticipating and solving problems – individually, internally, and for our clients
• An organized self-starter who is always eager to learn something new
• Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
• A positive force who enjoys working closely with new people and exploring new ideas
• Driven by seeing your work have a direct impact

ACG has a competitive benefits package including: 

• 100% coverage of employee health care, vision, and dental insurance
• HSA & FSA plans available
• Disability & Voluntary Benefits available
• 401(k) plan with a 4% employer match
• Generous variable comp opportunity
• Work-from-home monthly incentive
• Inclusive remote working environments
• Team Lunch-n-learns, monthly events & happy hours