Delivery Manager

Are you passionate about managing and leading a dynamic, talented digital stores team as a people leader while driving client satisfaction? Designit is hiring a Delivery Manager with digital stores chops, strong operational background, and excellent leadership skills. The Deliver Manager will be responsible for the day-to-day management of our multiple workstream stores team. This exciting and growing group is dedicated to driving engagement through project and program management

In this position, you will play a key role in driving invaluable impact to the business. 

You must be comfortable with managing deliverables subject to SLAs and KPIs and have proven experience doing so.  You will partner closely the Designit Account Manager and in-house practices such as Technology, Experiential, Marketing and Creative. To ensure our teams are meeting and exceeding expectations.  A key component to success in this role is to also understand that not only is our customer satisfaction critical but ensuring consultant satisfaction is what sets us apart. Proven project management and governance experience is critical, and the ability to hold team members accountable through clarity and correct expectation setting on performance.

What You Will Do:

• Develop/maintain standardized scorecards, KPIs, dashboards and reporting
• Identify need for new tools/processes and analyze current process development opportunities to ensure efficiency
• Help drive client Rhythm of Business – Monthly Business Reviews and Quarterly Business Reviews
• Support accounts growth through delivering efficiency, expanding capacity and enabling new capability
• Own Delivery playbook across Microsoft Stores account
• Support the management of Designit Consulting Team including monthly 1:1s, performance management, performance reviews, career pathing
• Partner with Designit Account Manager and Designit Recruiting to screen and refine candidate and be actively involved in the onboarding process to ensure team members hit the ground running fast
• Attend regular 1:1’s (i.e. monthly) with clients, in partnership with Account Director, to ensure overall client satisfaction and effectiveness, and formulate action plans if any gaps regarding performance are mentioned
• Collaborate with Accounts team with forecasting, team capacity, financial performance and resource allocation
• Identify and implement innovative global and scalable operational processes that increase efficiency
• Ensure program delivery requirements and SLAs are adhered to and exceeded
• Coordinate Designit on-boarding, quarterly and ad-hoc trainings
• Coordinate on-boarding process with client, Leads, L&D, and Accounts
• Analyze team processes and recommend and drive improvements and for better client satisfaction
• Manage the performance of all Designit team members including quarterly performance review discussions, individual and team development plans, and performance improvement plans
• Responsible for managing coverage and ensure delivery of team’s accountabilities despite individuals’ vacations and travel schedules – partners with internal teams to ensure coverage is met
• Handle all internal processes for the team including travel expenses, PTO requests, etc.
• Keep a strong pulse on satisfaction and overall team morale, give updates to both Microsoft and Designit and put forward recommendations on actions to consistently improve the team environment
• Assist in the auditing of team processes and tools and provide recommendations and manage implementation rollout for optimizing team efficiency
• Act as a liaison for consultants and provide appropriate partners as issues arise

What You Will Bring:

• 5+ years consulting experience and/or experience working with the clients/industries we serve
• Ability to influence, collaborate and take on role of trusted advisor with client and team members
• Strategic thinking and adaptability to anticipate changes that could affect key projects
• Knowledge of marketing and social media preferred
• Ability to successfully manage cross function teams
• Ability to effectively communicate and manage difficult conversations with both internal and external customers
• Ability to solve complex problems with keen instincts and organizational experience
• Ability to work under high pressure in crisis situations
• Entrepreneurial mindset
• Strong business acumen and ability to interface and collaborate with clients at all levels of the organization
• Strong communication skills, both written and oral, and ability to develop and deliver effective presentations
• Strong interpersonal skills, with ability to establish credibility and earn trust
• Strong MS Office skills, including Word, Excel, and PowerPoint
• Microsoft Experience preferred
• Retail leadership experience a plus (i.e. Physical, Digital, E-Commerce, Omni-Channel)
• BA/BS degree in related

Who You Are:

• Team Advocate. Demonstrated ability to lead across teams with people at all levels, of all cultures, to meet Client goals.
• Independent. You have strong judgement and demonstrated ability to land impact across any audience.
• Influencer. You take on role of trusted advisor with clients, executive level leaders and direct reports alike.
• Optimist. You see, focus on, and communicate the opportunity, not the hurdles.
• Agent of Change. You have high EQ, use your amazing communication and organizational skills to lead and influence.
• Self-sufficient. You get stuff done, you are a Doer, not just a Director of Doers.
• Communicator: you have the ability to represent your ideas visually, in writing, and verbally.

We are a team of dreamers and doers. We are designers, marketers, developers, and consultants. We love what we do, and who we do it with – let’s begin our next chapter together