Delivery Program Manager

About the role

The Delivery Program Manager (DPM) drives customer satisfaction through the timely and on-spec delivery of Engage3’s industry-leading data services. Working closely with E3’s international sales and engineering teams, the DPM implements best practices and ensures compliance and quality of service throughout the customer lifecycle. The DPM is a skilled and engaged project owner who provides effective direction and problem-solving to a number of active projects, as well as some long-term delivery customers.

Responsibilities

• Take the time to deeply understand customer needs across varied projects and industries
• Take a practical and pragmatic approach to delivery projects
• Take a collaborative partnership approach to build trust and encourage contract renewals and expansion alongside the Account Management team
• Assume responsibility for service quality, delivery, and support of your customer base
• Lead flawless customer service launches carried out with all necessary support structures, documentation, and approval
• Engage teams of Delivery Engineers and Solution Architects and direct their service delivery related activities within your projects
• Collaborate with multiple departments and teams to make sure all projects are executed to Delivery and Support operations service level standards
• Manage projects with clearly defined, consistent contractual objectives. delivered to the required quality, timescale, budget, processes, and procedure
• Provide regular reporting on day-day service activity, operational status, and key objectives to a variety of stakeholders

Requirements

• 3+ years leading or managing service/delivery with customer-facing experience in either project management and/or technical customer success capacity
• 5+ years of customer engagement experience
• A bias toward action
• Working knowledge of ITIL in an operational context
• Experience improving the availability, manageability, performance, and quality of high-volume internet-based services, and managing complex on-the-fly operational concerns.
• The ability to quickly grasp new technologies and development processes
• Confidence and clarity of communication
• Project management practitioner qualification and/or fluency with formal project management methodologies including Agile, Waterfall, and hybrid models
• Working knowledge of data concepts and principles
• Good all-round knowledge of Information Technology
• Appreciation of user experience, business, and commercial issues is a must

Qualifications

• Technical fluency is an absolute requirement for this position. Hands-on experience in a technical role e.g. as a Software Developer, Database, System. Candidates lacking hands-on technical experience (e.g. Software Development, Database, System) won’t be considered.

Skills

• Demonstrate a methodical, structured, and results-focused approach to project management
• Manage workload and work at the correct level of detail
• Foster a sense of urgency, accountability, and craftsmanship.
• Build and maintain efficient working relationships with remote teams
• Take ownership of and accountability for relevant products and services, ensuring customer satisfaction at every stage of the process, from onboarding & implementation all the way to maintenance & completion
• Follow and be up to date on new and emergent technologies
• Communicate clearly and confidently with a variety of audiences from junior developers to senior management
• Contribute to the implementation of operational global processes, policies, procedures, and standards
• Provide positive, perceptive, and assured leadership
• Take pride in the value that you and your team deliver to our customers
• Be open to a global, diverse, and multicultural workplace
• Balance great customer end-to-end experience with Engage3 commercial and business needs, ensuring the physical project costs are as close as possible to the projected budget
• Break down complex problems into steps that drive delivery at speed

Benefits

• 401K
• Vision insurance
• Paid maternity leave
• Paid paternity leave
• Dental insurance
• Medical insurance

Who we are

Engage3 Powered by Dexi is the global leader in Digital Data Intelligence. A highly technical, service-oriented organization, we provide cutting-edge Enterprise data solutions that power the success of world-leading brands & organizations.

Location

Depending on personal preference, this role can be partially remote with regular in-office days. Applicants should be within commuting distance of Lehi, Utah.