Delivery Manager

5 months ago

Toronto, Canada Compugen Inc Full time

**Job Title**
- Delivery Manager

**Vacancy No**
- VN6539

**Work Location**
- Toronto, ON

**Base Pay Range**
- To be discussed during the recruitment process

**Job Details**

**About Compugen**
- Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.- If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference.**Delivery Manager (DM)**
All service delivery is under the oversight of the Delivery Manager regardless of whether the staff involved report directly to the DM or are leveraged from other groups. The Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues. The DM will be responsible for all service delivery activities for the customer account. DM responsibilities typically include:

- Builds and sustains effective communications with customer toward the goal of maximum customer satisfaction
- Collaborates across all appropriate Compugen organizations to maximize overall customer satisfaction**Provides the following point of contact services**:

- Contract and Change Management_
- Subcontract management_
- Financial Management_
- Advise of additional Compugen services that may be relevant to the customer_
- Senior Management reviews_
- New value propositions and related fees_
- Customer communication_

**Responsibilities**

**Customer care**
- Responsible for all service delivery activities for an account
- Is the single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters
- Understands Compugen services offerings and capabilities in order to participate fully in a successful partnership with the Sales Account Executive to help ensure CUSTOMER satisfaction and successful delivery of Compugen services
- Utilizes best practice project management, service delivery management, and administrative resources, tools, and processes based upon an understanding of the solution requirements based upon the existing capacity, capabilities, and solutions that Compugen can deliver
- Ensures that requirements for metrics collection are met within the solution delivery organizations.
- Helps ensure that service delivery from Compugen is in accordance with the terms and conditions of this agreement
- Is the point of contact for service delivery issues communicated by the customer or by the Account Executive and initiates escalation for service issues both inside of Compugen as well as notification of the customer
- Is very familiar with the Customer contract and all SLA's ( ensure signed copy and digital back up is posted on the Compugen SharePoint site )
- Provides updates to the customer related to changes at Compugen that could impact the customer (staff changes etc.)
- Work closely with the customer to ensure Compugen staff are performing as required and make changes as requested by the customer in a timely fashion.
- Regularly reviews SLAs
- Help Desk SLA's
- Operational SLA's
- Is a key escalation point for all customer escalations ( ensure an escalation chart/and or path is provided and posted for the team /client )
- Arranges with the customer and CAM, regularly scheduled meetings ( Define the dates and intervals )
- Weekly technical meetings '“ if scheduled
- Monthly review meetings '“ mandatory
- Quarterly Business Review meetings - mandatory
- Monitor and ensure that dispatch resources are prepared for calls and perform as required.
- Participates in CAB, Steering or other governance committees
- Contributes to assist in delivering non-standard services for the customer as appropriate

**Coordination with Sales**
- Understands and assists Account Executive and customer in maximizing the value of Compugen's business model and solution delivery organizations
- Is the first point of contact for out of scope work '“ will work with the Account Executive in presenting to the customer and authorizing before the work commences
- Escalate to Sales (National Director MS '“ Sales) when customer requests are not being met in a timely fashion.
- Maintains the solution delivery relationship with the Account Executive and CUSTOMER staff from inception to completion of a service, project or engagement providing direct day-to-day performance interface
- Coordinates and obtains agreement with third parties, Account Execu

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