Service Delivery Program Manager

| Chicago

Responsibilities
• Develop and oversee program plans that connect service delivery to organizational strategic objectives. Ensure that various program aspects remain aligned within the programs as well as with broader corporate strategies, plans, and initiatives.
• Provide end-to-end management of program planning and execution: define program goals, develop an overarching roadmap, define program structures, define and meet staffing requirements, manage budgets, manage changes, issues, risks, and escalations.
• Identify and routinely review the client’s service requirements and the methods by which those requirements are met to achieve optimal service delivery practices and results.
• Drive continuous improvement process through measuring results, identifying opportunities for improvement, and leading CI projects..
• Identify, scope, propose, and implement new opportunities or alternative business solutions and strategies to provide value to one or more stakeholders through new or improved processes and services.
• Identify interdependencies with internal, client, or vendor stakeholders and lead interdepartmental and cross-functional coordination to achieve cost, schedule, and quality goals.
• Collaborate with product managers to develop and implement technology solutions that improve the financial and operational efficiency of service delivery.
• Lead the execution of projects in support of program objectives.
• Justify and manage the use of resources in support of program objectives.
• Develop and manage the supply network that enables service delivery and negotiate vendor pricing in support of the program.
• Analyze program performance by defining and measuring KPIs; establish standard performance reporting to be delivered to internal and client management.

• Develop relevant SOPs and overseeing training and implementation of the established procedures.
• Maintain adherence with all client administrative and compliance requirements.
• Develop and maintain relationships with internal and external stakeholders.
• Develop and lead presentations for routine and ad hoc informational sessions with executive leadership.
• Ensure the dissemination of lessons learned and best practices with other program leaders.
• Travel up to 30% required

 

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
• Organizational Awareness – Advanced
• Learning Agility – Advanced
• Process Orientation - Advanced
• Verbal Communication – Advanced
• Written Communication – Advanced
• Problem Solving – Advanced
• Prioritization – Advanced
• Relationship Management- Advanced
• Teamwork – Advanced
• Negotiation – Proficient
• Customer Service- Proficient
• Analysis – Proficient


Role Specific Skills
• Entrepreneurial drive to think and act independently in situations involving ambiguity
• Adaptable and able to function within a changeable and uncertain situation; capable of bringing discipline and stability to unstructured environments
• Adept at working closely in a team environment and at providing vision and strategic direction to a team – leading through shared commitment to organizational success
• Comfortable routinely weighing available information and analysis to make timely decisions
• Process orientation with a drive for systematic, repeatable solutions tempered with innovative and flexible thinking about new ways to improve those processes
• Experienced navigating the organization politics of environments where culture and structure vary within and across stakeholder organizations
• Ability to manage and prioritize multiple workstreams and work within tight deadlines
• Proficient in facilitation and able to negotiate with senior level and external stakeholders
• Excellent organizational skills
• Excellent written and verbal communication skills. Must be capable of succinctly and effectively presenting detailed material to internal and external senior management
Computer Skills:
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
• Familiarity with Tableau or other data visualization packages a plus

 

People Management Skills

• Proficient in engaging a team through communication, processes, personal impact and influence


Qualifications


Minimum Qualifications
• Bachelor’s Degree
• 3 or more years of experience managing complex projects and programs involving cross-functional team management


Other Relevant Qualifications
• Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus
___________________________________________________________________________________
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Read Full Job Description

Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
Watch

What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

More Jobs at SMS Assist49 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Operations
Product
Project Mgmt
Sales
Sales
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
HR
new
Chicago
Developer
new
Chicago
HR
new
Chicago
Sales
new
Chicago
HR
new
Chicago
Finance
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Design + UX
new
Chicago
Product
new
Chicago
Internships
new
Chicago
Project Mgmt
new
Chicago
Design + UX
new
Chicago
Project Mgmt
new
Chicago
Operations
new
Chicago
Product
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago