Position: Service Delivery Manager

Location: Herndon, VA or remote from the following US States: (VA, MD, DC, PA, NJ, IL, NC, SC, GA, TX, FL, WA)

Exostar - The Company:

Exostar’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly-regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.

Job Overview:

The Service Delivery Manager has accountability for how professional services engagements are delivered to Exostar clients. This role will manage a team of client-facing consulting and extended support services staff, working closely with key stakeholders in the Exostar product and technology teams to ensure that contractual services are met and that a culture of continuous improvement is instilled to ensure clients see increased services improvement year on year.

The Service Delivery Manager will be responsible for ensuring the right structure is in place, having the right people to manage client engagements plus having the right tools and processes to set the teams up for success. It is fundamental that management has visibility of performance and will look to the Service Delivery Manager to provide the relevant management information on current performance plus key initiatives to drive improvements.

The Service Delivery Manager will be a hands-on qualified professional with full life-cycle services engagement management experience. This role may need to support multiple geographic regions on a daily basis.

Your day, if you join us: Essential Job Functions

• Managing a professional services and extended support team (and sub-teams) across multiple geographies and time zones.
• Developing and monitoring professional services KPI’s to include services bookings, services backlog, billable utilization, and services margins.
• Leading overall portfolio of ongoing global client engagements, to include attending client project meetings, and producing client status reports.
• Scoping client new engagement services delivery and change work, including development of SOW’s, requests for information and other related proposal activities.
• Coordinating customer facing deliveries, in accordance to agreed commercial agreements and SOW’s, budgets, and timescales.
• Working with team leaders to manage resource allocations within a team (sub-team) and providing input to staff training plans and performance reviews.
• Working with sales leadership and account executives in the development of new business.
• Coordinating activities with Customer Success.
• Producing internal status and management reports and managing staffing capacity planning across teams, including the production of staffing and other forecasts.
• Coordinating resource utilization in accordance to agreed budgets and timescales.
• Ensuring staff time is correctly reported to appropriate engagement projects.
• Preparing weekly and monthly management information as required.
• Assisting in the preparation of functional and engagement budgets, and managing spend in accordance with assigned budgets.
• Providing customer feedback and requirements to the Product Management team in support of product enhancements.
• Assisting in the definition of packaged services offering to support scale and consistency of the services.

You meet our “must haves” for this role if you have:

• Bachelor’s degree required.
• At least ten years of experience in a client-facing environment, with a strong experience of advanced project management principles. 
• Fluent, clear and concise in English written and oral communication.
• Extensive experience growing and managing client relationships.
• Extensive experience managing complex professional services engagements globally.
• Able to identify key deliverables and structure key activities into work assignments, plan timing and work, monitor progress and prioritize/adjust deliverables.
• Strong collaboration skills across a broad set of cultures and business practices. Flexible and able to thrive in fluid environments, without the need for rigid structure.

You’re exactly who we’re looking for if you have:

• Proven leadership in managing clients and partners in delivering value added business solutions in program and project engagement structures.
• Experience in managing client relationships across a wide array of globally dispersed clients; experience with clients in the US, UK, and Australia highly desired.
• Experience of working in a global matrix environment, with geographically dispersed set of teams and staff resources.
• Proven ability to manage services delivery across multiple services lines and geographic locations, appreciating different cultures and styles.
• Self-organization/time management: can organize and execute tasks within a specific timeframe; can deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.
• Knowledge and demonstrated experience supporting SaaS platform solutions.
• Strong troubleshooting skills.
• Able to multi-task and make decisions independently.
• Strong self-motivation and sense of ownership.

Exostar is an Equal Opportunities Employer. The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information. Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.

Travel Required

Yes: 10%