Manager, Service Delivery

## Company Description At Kofile Technologies, we believe that government has infinite potential to do good and that all information residing within local governments should be preserved, digitized and made available to all their employees and citizens. We partner with government agencies nationwide to help them meet their citizens’ needs by preserving the integrity and content of paper documents to ensure they will be available for use forever and modernizing information management through digitization and access systems. ## Job Description **Job Overview** As a **Manager, Service Delivery,** you will be a working manager, responsible for supervising a team of Project Managers and Coordinators while also leading multiple projects ranging in scale and scope in the context of Kofile’s customer base. You will be interacting with multiple organizations within Kofile including sales, Operations, senior leadership, outside contractors, and customers. The Manager, Service Delivery, should be a self-starter, organized, able to consistently meet deadlines and budgetary requirements and effectively lead large cross-functional teams both on-site and remote. You will assist in the design and implementation of team process improvements, documentation, and tools. You will train and develop Service Delivery team members. **Responsibilities and Duties** - Supervise and develop project managers and coordinators - Participate in developing, implementing, and governing Service Delivery processes, tools, templates, and metrics - Train Service Delivery team members on new processes, tools, and deliverables - Assist in hiring, performance evaluation, merit reviews, and day-to-day management of an assigned team - Manage large-scale, complex projects that span across multiple lines of business and sites - Develop detailed project plans, define success criteria, and own the full lifecycle of service delivery from sale to invoicing - Ensure projects are within scope, budget, and quality standards - Develop and manage recovery plans for missed milestones to return to the original timeline - Communicate status, risk and opportunity to all internal and external stakeholders - Maintain full financial accountability to project including forecasting financial trends across projects - Participate in developing reporting, tracking, reconciling projects, best practices and invoicing unbilled AR across all sites - Coordinate change orders and drive toward overall margin improvement on every job - Experience leading, motivating and managing various project and program sizes, including internal and external resources, while holding team accountable for performance - Convey a sense of professionalism, fairness, and concern for customers, labor and management - Work analytically in a problem-solving environment - Provide responsive, concise, and professional support to all customers and other personnel and ensure timely follow-up on all concerns and issues - Build and develop strong relationships internally and externally - Own other organizational projects ## Qualifications - Bachelor’s degree in a technical, business or equivalent field - 5+ years of related project management experience, or equivalent combination of education - and experience in a document management, digital solutions, or SaaS organization - 5+ years of experience working with business stakeholders within a cross-functional matrix environment in a document management, digital solutions, or SaaS organization - Experience in organizational effectiveness and operations management - Experience in process improvement, problem solving, driving results, providing accountability - Possess a strong and active working knowledge of the Microsoft suite (Word, Excel, PowerPoint) - Ability to multi-task and prioritize among assignments with a strong adherence to deadlines - Experience in both manual and automated production environments - Self-motivated with the ability to adapt to change and competing dema…