Service Delivery Manager (UX Program)

Do something big and innovative! Stretch your creative muscles and work on big issues. Since 1989, we have developed technology environments, applications, and tools by providing experienced teams to implement, enhance, and maintain our clients’ essential systems and applications.  Come join the Artech team! 
 

Reference #: 26-25563
Job Title: UX Program Manager/Service Delivery Manager (UX Program)
Salary Range: $110,000-$120,000/yr plus incentive bonus Depending On Experience
 
Description:
Position can be fully remote.  Please target Technical Program Managers who have managed UX projects. They must have experience managing people directly such as performance, day to day, assigning tasks, etc. 

The Service Delivery Manager will lead global delivery of a group of assigned projects to meet and exceed contractual service delivery commitments. Build and grow working relationships with an established high tech customer and their client personnel. The ideal candidate can achieve financial performance goals. Some local travel possible in the Bay area.

Key Responsibilities

• Be the face of program delivery for high end technology company and Scalence.
• Plan and monitor SOW execution and manage delivery risks.
• Meet / exceed program revenue and profitability targets.
• Lead and influence your global team for all people related functions including hiring performance management, and learning & development.
• Meticulously drive program performance :
  • For UX Research delivery models – Ensure smooth launch and stabilization within the first 90 days. Define project specific workflows and metrics for the steady state services.
• Proactively manage hiring for open and future demand by collaborating with regional recruitment teams and partners
• Collaborate with support functions and PMO to improve the efficiency across the organization to for all operational back office processes
• Ensure Delivery Excellence and report on program performance and insights to clients in the form of Weekly/Monthly/Quarterly business reviews.
• Continue to develop strong 1:1 working relationships with client personnel (business and VMO) with a goal to eventually become their trusted advisors.
• Continue to lookout for opportunities, new client relationships and competitive challenges
• Able to help protect our current business and grow new business by working with the sales team in the account
• Find ways to drive synergy and gain a differentiated value proposition
• Apply professional skills to track and follow-through on tactics and commitments

Skills required:

• 5+ years of experience in Program Management or Service Delivery Management within UX programs or projects managing KPI's and / or SLA's.
• Experience managing people including performance, assigning tasks, etc.
• Initiative-taker and change maker who is comfortable moving things forward in an ambiguous and fast-paced environment.
• Knows or is willing to learn Google Workspace sheets, slides, documents.
• Excellent written and verbal communication skills
• Must have strong presentation skills 

Preferred:

• Experience conducting MBR's or QBR's.
• Managing client satisfaction.