Services Delivery Manager - (Project Resourcing, Global Client Services)
Summary
The Services Delivery Manager is responsible for project resourcing oversight for Workiva services. This role will develop and execute the services intake and delivery processes for Global Client Services. The Services Delivery Manager will work with all Client Services pre-sales and delivery teams to ensure timely onboarding.
Responsibilities
- Identifies appropriate resource requirements for each project and communicates needs to Client Services delivery teams
- Demonstrates broad understanding of all product descriptions, statement of work and scoping practices
- Analyzes both estimated/scoped and actual hours across all projects to evaluate capacity and modeling in reporting metrics
- Maintains oversight and communication of current, forecasted service obligations and incubation/growth solutions to Client Services Leadership
- Reviews, trains and implements service delivery procedures throughout Client Services teams
- Escalates and facilitates resolution of any potential concerns, issues or delays in meeting key client deliverables to Client Services Leadership
- Manages project capacity oversight for Client Services and sub-contractor teams; reports current capacity for all teams
- Analyzes data for staffing forecasts to gain insight on current, short and long-term staffing needs and provides recommendations to management
- Exhibits final authority on resourcing if conflicts arise in scheduling or expertise
What You'll Need
Education
- Undergraduate Degree or equivalent combination of education and experience in a related field.
- Outstanding verbal, written and interpersonal communication skills with all levels of the organization
- Strong organizational skills with the ability to multitask and manage multiple processes, programs and procedures simultaneously while working under pressure to meet deadlines
- Proven ability to lead effective planning and priority setting in a global team environment
- Ability to collect and analyze data
- Self-motivated with strong propensity for action, results and continuous improvement
- Competency in using Workiva, Google Drive and Microsoft Word, Excel and PowerPoint
- 3+ years experience in SaaS service role or equivalent
- Advanced proficiency with Salesforce
- Resource management and/or project management preferred
- Less than 10%
- Reliable internet access for any period of time working remotely, not in a Workiva office
How You’ll Be Rewarded
Base Pay Range in Colorado: $69,000 - $95,000
Restricted Stock Units granted at time of hire
Monthly phone stipend
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
Where You’ll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
Customer Success: Always delight our customers.
Trust: Rely on each other.
Integrity: Do the right thing, every time.
Collaboration: Share resources and work together.
Innovation: Keep creating solutions and finding better ways.
Inclusion: Support a diverse community where we all belong.
Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy:
Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more
Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more about life at Workiva: www.linkedin.com/showcase/workiva-life-and-careers/
Learn more about the company: https://www.linkedin.com/company/workiva/
Learn more about benefits: https://www.workiva.com/careers/benefits
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment. Effective October 18, 2021, proof of COVID-19 vaccination is required to visit any Workiva office, attend in-person meetings, or travel for business purposes.
