Service Delivery Lead

Full Time

Job Description

The Service Delivery Lead will monitor the daily service strategy activities for our large consultative engagement services and interface with customers, consultants, and vendors as necessary. In addition to utilizing his/her expertise to support, coach, mentor, and direct Team Members, he/she will provide feedback to the team instilling a sense of support and innovation. This Service Delivery Lead will serve in the capacity to lead and set the example of the organization's consultative services for our team. This role reports to the Executive Director - Service Delivery Manager.

In addition to this leadership role, he/she will handle escalations and monitor the overall consultant maintenance needs. This role will support the Service Delivery Manager with the intake process of client requests and taking responsibility for the proper communications to our consultants. Additionally, will keep the SDM updated on upcoming projects and portfolio needs that requires resources from the organization's Consultative Service. This person will serve as an expert in team member service delivery and maintain knowledge on all client corporate policies and procedures. Support SMCI/MTI staff in understanding and following Client's policies and procedures based on the traditional Project Management methodologies and SAFe, Agile and Scrum Product Delivery frameworks to ensure efficiencies of daily tasks. The Service Delivery Lead will also be instrumental in candidate interviews and scheduling of service area trainers to meet with new consultants to initiate their training of client specific engagements. SDL will host one on ones with net new candidates weekly to assure consultants feel supported and to enforce the policies and processes of our consultative services.

You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:
  • Bachelor's degree in computer science or a similar area of study
  • 5+ years of experience and a solid foundational knowledge of technology and IT operations
  • Technical experience - Typically have technical experience as well as experience managing technical teams
  • Software knowledge - Familiar with technology and computer software, and extremely knowledgeable about software used in resource management
  • Project and Product Management Methodologies and Frameworks - Solid knowledge of PMI, SAFe, Agile and Scrum principles and processes of solution delivery
  • Enterprise IS work experience - as a Sr. Program or Project Lead consultant supporting varied IT services
  • IT Consulting Experience - 5+ yearsconsulting managing technology projects such as ERP, SaaS and Cloud Based solution delivery in pharmaceutical, entertainment, finance or healthcare industries
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. SMCI/MTI will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation


Preferred Qualifications:
  • Client Facing experience
  • Collaborative Management style to support experienced consultants
  • Active Listening Skills
  • Leadership - Leadership skills to sustain and innovate with precision client maintenance with their needs, encourage teamwork, and motivate employees
  • Problem-solving skills - Face problems and carry through consistently using high emotional intelligence in their work, solid problem-solving skills to troubleshoot effectively.


This role will be primarily remote with onsite visits to meet with consultants at least two days a month in Thousand Oaks, CA. Preferred candidates would be within a commutable distance to attend meetings and sponsor lunches with the team on a more regular basis once COVID restrictions are lifted.
Dice Id : 90666340
Position Id : 889262
Originally Posted : 3 months ago
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