Resource Delivery Manager

The primary responsibility of the Resource Delivery Manager (RDM) is to manage resourcing for professional services engagements across a group of regions in North America.   This position will work closely with the Practice Directors, Practice Managers, and Services Delivery Managers to understand resource demand and requirements.  The RDM will also provide staffing for engagements based on skills and availability. 

The RDM is expected to resolve conflict with competing priorities, to be proactive, and to drive best practices.  The RDM needs to balance goals that are sometimes competing including achieving target billable utilization, quality of delivery, and employee development.  

The position demands a high degree of organization and attention to detail.

• Act as owner of the schedule and booking confirmations
• Discuss active projects and potential new business with Professional Services Management on a regular basis to understand resource demand and requirements and make recommendations based on skills match and availability
• Run weekly resource meetings and facilitate resourcing decisions, solving problems and resolving conflict/competing priorities  
• Maintain resource schedules in PSA system of record
• Manage collaboration process to borrow and loan resources between regions
• Proactively identify issues for Professional Services management, including developing and distributing reports that monitor utilization (under or over)
• Work with PS management to implement action plans to resolve issues. 
• Develop and drive best practices around resourcing across the organization
• Assist with development and implementation of new hire ramp up plans
• Drive PS to meet goals for billable utilization, customer sat, and quality of delivery
• Proactively analyze data and provide recommendations for areas of improvement relating to services delivery and the resource management process.

• 10+  years resource management or project management experience in software solutions industry
• Assertive conflict-resolution and problem-solving skills
• Highly responsive and customer focused
• Clear and concise communication in both written and verbal form
• Ability to be diplomatic or firm when necessary in order to drive business forward or obtain results
• Highly detail oriented and able to work autonomously
• Ability to manage multiple tasks and tight deadlines with confidence and ease
• Ability to prioritize and organize workload across multiple groups and time zones
• Bachelor's degree

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.