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Nordic Consulting Partners Logo

senior director delivery manager


United States


Nordic Consulting Partners

Madison, WI

Jim Costanzo

$100 to $500 million (USD)

Company - Private



Job Description

Make a difference. Be happy. Grow your career.
The Senior Director, Service Delivery will work directly with the Business Line President, VP of Service Delivery, VP Consulting Services, other Practice Directors, and the PMO Office to lead and align project quality and activities with Nordic ERP’s strategic goals; The Senior Director will work collaboratively with other leaders to ensure the quality, productivity, and success of Nordic ERP’s projects.
Key Responsibilities
Project Management Coordination and Support
  • Work aggressively with Project Management Leadership to develop and implement project standards.
  • Recommend methods of project improvement and monitoring implementation of those methods on current projects and across the business line where applicable.
  • Work with Delivery Leadership to identify training opportunities and mentoring opportunities to support Project Managers, Technical Project Managers and Organization Change Managers.
  • Work with Project Managers, Technical Project Managers and Organization Change Managers to support organizational change needed to ensure project success and client satisfaction.
Project Team Support
  • Work with project team members to problem solve and provide timely issue resolution.
  • Work to build and maintain collaborative relationships among Nordic ERP and client project team members.
  • Work with Practice Leadership to identify training opportunities and mentoring opportunities to support Nordic ERP and client project team staff.
  • Provide VP of Service Delivery and Practice Leadership, individual feedback on project team members that can be leveraged for goal setting and performance feedback.
  • Ability to work with 3rd parties on project teams.
  • Ability to communicate problem resolution to all parties involved.
Lead Delivery Strategy
  • Status reporting and project handoff documentation as required by Nordic ERP or client.
  • Attend the regular practice calls with the team to present a strategic overview and remain in tune with concerns.
  • Serve as the operational backup for other Practice Directors.
Nordic ERP Workday and Additional Vendor Program Management
  • Working with the Project Management Team, Formalize the Nordic Workday and Additional Vendor Programs
    • Evaluate options and partnership terms.
    • Analyze data to identify staffing needs.
    • Ensure procedures, methodologies, and enablement are in place to support quality service delivery.
    • Create revise, review, and approve SOPs based upon vendor.
    • Develop a workflow for managing vendor relationships.
    • Conduct internal audits and other quality assurance activities.
    • Monitor client progress, address issues, and implement appropriate corrective actions.
    • Document and report service quality and project financial metrics.
    • Provide communication, high level training and information to stakeholders regarding new vendors and related technology.
Sales Support
  • Provide Sales Support Tools and Activities relative to Nordic ERP Project Management and Quality Commitment
    • White Papers
    • Slides
    • Presentations as Needed
  • Support Marketing relative to specific programs this position supports.
  • Collaborate with and include Account Executives for major milestone meetings, conferences, and discussions.
  • Include the Account Executive in the development of any scope change requirements.
  • Work with the Account Executive for any discussions related to future work requirements.
  • Partner with the Account Executive in discussions related to project status when project-related issues are on the agenda.
  • Assure ongoing compliance with quality and industry regulatory requirements.
Skills and Experience
  • Must demonstrate and embody Nordic ERP’s Maxims strong internal culture of mutual support and respect.
  • Bachelor’s degree or equivalent experience required.
  • 8+ years’ successful management required.
  • 15+ years’ professional experience required; professional services or consulting experience strongly preferred.
  • Proven success working with C Suite in large organizational setting.
  • Prior experience implementing, training, or supporting enterprise resource planning software strongly preferred.
  • Knowledge and/or familiarity with Workday, Infor/Lawson suite of products strongly preferred.
  • Ability to learn the various processes and tools Nordic ERP (Bails) offers for implementation – core, prescriptive…etc.
  • Excellent communication skills, written and verbal.
  • Able to balance urgent, short-term needs with strategic, long-term priorities.
  • Exhibits strength in relating to people, including ability to deliver feedback and inspire and motivate others to succeed.
  • Exhibits business acumen, including a basic understanding of financial metrics and how to lead a team in alignment with organizational goals.
  • Strong attention to detail and ability to manage multiple priorities while meeting customer service commitments and project timelines.
  • Proven ability to work effectively with all levels of an organization, as well as with diverse consultants, and client bases.
  • Able to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacts well under pressure.
  • Proficient with Microsoft Office Suite, computers, email, correspondence, and spreadsheets.
  • Must be able to work independently as well as within a team environment.
Additional details
  • Work may be performed remotely or onsite in a professional office environment, healthcare, or other industry-specific facility.
  • Client Billing up to 25% of the time, or as Nordic ERP or client needs dictate.
  • Travel up to 25% of the time, or as Nordic ERP or client needs dictate, notice provided.
  • Work schedule will vary based on Nordic ERP or client needs, and may include weekdays, weekends, holidays, after-hours, on-call, or long hours.
  • Must be available for calls, emails, and consults regularly and outside of scheduled. work hours to support the client and communicate with Nordic ERP staff as necessary.

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