Delivery Head

Job Description

Customertimes is a global IT consulting company headquartered in New York City with offices in 11 countries. We specialize in the development and implementation of cutting-edge technology solutions for business transformation. Our international team includes 1300+ skilled professionals. We have more than 15 years of experience in the Salesforce ecosystem, and our portfolio includes 4000+ completed projects in more than 65 countries.

Qualifications

Overall 9+ years of working in IT Consulting; Overall 5+ years of experience as a Project/Program Manager leading the delivery on international enterprise projects; Experience in working as Head of Delivery / Head of Department or similar function, providing oversight/guidance on the project portfolio of the organization; Deep understanding and hands-on experience in project management, business analysis and software testing (having experience in Salesforce Ecosystem is a ++); Technical background in one of key roles: developer / consultant / BA etc.; Brilliant understanding of IT-Consulting methodology, SDLC, Agile and hybrid approaches on delivery (SAFe, LESS etc.); Strong rational thinking and analytical approach on things; Proactive approach on job execution; Excellent communicator in written and verbal form; Extremely versatile, dedicated to efficient productivity; Experience planning and leading strategic initiatives; Experience of working in multicultural environment; Experience of working with offshore teams ; Readiness to work shifted hours to ensure proper time overlap with offshore teams.

• Perform oversight and management of project teams and workstreams in the assigned area of responsibility according to escalation procedures defined within the organization;
• Promote proactiveness & consulting mindset within the organization;
• Be responsible for the high quality of delivery and customer satisfaction of all projects within assigned area of responsibility;
• Act as an escalation point and senior manager for projects under his/her direct management;
• Perform weekly 1:1 project status review with project managers;
• Take a hands-on approach and dig into any areas of projects if project team is not able to efficiently resolve issues causing risks to project delivery;
• Support project managers in their activities, as well as to temporarily take over some of their activities in order to strengthen the team with extra expertise;
• Coach and guide project managers, monitor their projects and processes being implemented, provide recommendations and steer their execution;
• Perform regular internal audit of projects and established processes on those within assigned area of responsibility;
• Drive high quality of delivery, implementation of PMO standards and CT best practices across all projects within assigned area of responsibility;
• Work closely with CT PMO organization to further increase quality of our delivery;
• Work with PMO, Country Heads and LnD department on increasing level of competence for resources assigned on the project. Recommend internal and external trainings intended to increase our value for the customer, as well as provide extra motivation for our employees;
• Assess performance of project managers, perform their personal reviews & appraisals together with Department Managers;

Customer Interfacing & Engagement Responsibilities:

• Act as an advisory on delivery strategy and execution for key accounts on strategic initiatives CT is involved into;
• Act as a point of contact for customers’ upper management in order to efficiently prevent escalations, as well as resolve those if materialized;
• Attend Steering Committees with customers to ensure proper direction of projects and initiatives;
• Establish and steer high-level coordination with 3rd-parties (Salesforce, other vendors) involved in projects when CT is partnering with other vendors and parties on a certain project;

Staffing-related Responsibilities:

• Work closely with Country Heads & Department Managers to ensure proper staffing strategy for projects within assigned area of responsibility;
• Work with Department Managers / Staffing Managers to ensure efficient & balanced team composition for the assigned projects;
• Support project managers when team extensions / rotations are needed; assess staffing decisions being proposed by Country Heads / Department Managers in order for those not to impact the project negatively;
• Work together with Global Head of Delivery and Country in order to ensure delivery-focused approach of all supporting functions;
• Coach project managers and team leads on how to ensure proper development of the team while working on the project;

Requirements: Overall 9+ years of working in IT Consulting; Overall 5+ years of experience as a Project/Program Manager leading the delivery on international enterprise projects; Experience in working as Head of Delivery / Head of Department or similar function, providing oversight/guidance on the project portfolio of the organization; Deep understanding and hands-on experience in project management, business analysis and software testing (having experience in Salesforce Ecosystem is a ++); Technical background in one of key roles: developer / consultant / BA etc.; Brilliant understanding of IT-Consulting methodology, SDLC, Agile and hybrid approaches on delivery (SAFe, LESS etc.); Strong rational thinking and analytical approach on things; Proactive approach on job execution; Excellent communicator in written and verbal form; Extremely versatile, dedicated to efficient productivity; Experience planning and leading strategic initiatives; Experience of working in multicultural environment; Experience of working with offshore teams ; Readiness to work shifted hours to ensure proper time overlap with offshore teams.