Salary Range: $85,000 to $95,000 Posting: Open to Filled The Department of Customer Service (DCS)
Service Delivery Manager, IPA will serve as a key knowledge worker driving and leading critical initiatives for the department. This is a strategic and analytical position reporting to the DCS Director of Innovation, Performance, & Accountability. Acting as the liaison among internal stakeholders to analyze, document, communicate, and validate business and system requirements for platform applications. Other responsibilities contribution to department-wide reporting and analytics, knowledge-based management project management, and process improvement. Responsible for driving meaningful progress and executing tangible results on projects that make city services more customer-focused, innovative, and efficient.
Supervision Received: Receives guidance regarding overall mission, short and long-term objectives, scheduling, and unusual priorities. May work independently or as part of a team that meets to discuss issues related to budgets, staff, policy, and operations. Direction received is very general and focuses on strategic objectives and is typically collaborative.
Essential Duties & Responsibilities: these are typical responsibilities for this position and should not be construed as exclusive or all-inclusive. May perform other duties as assigned .
- Provides positive leadership, working harmoniously with others in the Department and other organizations, and ensuring that the day-to-day activities are handled.
- Develop project strategies, implementation plans, project scopes, and milestones.
- Service as the Point of contact for 3 rd party technology vendor support.
- Develop recommendations to streamline processes and leverage technology.
- Provides oversight in the gathering and analysis of technology requirements on behalf of the Department.
- Lead cross-functional projects using advanced data modeling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.
- Oversee the data/report requests process: tracking requests submitted, prioritization, approval, etc.
- Build, develop, and maintain data models, reporting systems, data automation systems, dashboards, and performance metrics that support key business decisions.
- Oversee the design and delivery of reports and insights that analyze business functions and key operations and performance metrics.
- Ensure the accuracy of data and deliverables of reporting employees with comprehensive policies and processes.
- Performs data analysis to proactively identify and/or resolver problems per operational standards and procedures.
- Collaborating with and assisting other agencies/departments in the City on matter relating to Customer Service, including development of customer service strategies and delivery of customer service improvements as needed.
Decision Making: - Provide input regarding decisions that impact projects relating to the Department of Customer Service.
- Follows standardized procedures and written instructions to accomplish assigned tasks.
- Applies organizational policies; may interpret organizational policies and recommend exceptions.
- Recommend strategy or policy changes; modifies organization to achieve objective.
- Provides project guidance as required.
Leadership Provided: Routinely provides knowledge-based guidance, and/or training to stakeholders in relation to projects and key departmental initiatives. May lead a cross-functional team to address business issues.
Requirements (Knowledge, Skills & Abilities): This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list.
- Good communication, including writing, speaking and active listening.
- Good project management skills, including organization, planning, time management and prioritization
- Good problem-solving skills having accuracy and attention to detail. Team-working skills with good verbal and written communication having ability to organize and manage time effectively, demonstrating accountability and dependability.
- Self-starter, self-motivated with demonstrated ability to work independently. Has critical thinking skills with effective judgement and decision making.
- Working knowledge and understanding of Microsoft O365.
- Multitasking skills, ability to work under pressure. Ability to handle deadlines and avoid schedule conflicts
- Strong Mathematical skills. Ability to manage numerical data. Ability to transform raw data into a suitable format for archiving, analysis and interpretation using charts and graphs.
Minimum Qualifications - Education and Experience: - Bachelor’s Degree in Business Administration and/or Management, Operations Management, Statistics, Mathematics, or related field. Equivalent professional experience may be considered for substitution for the degree on an exception basis.
- 2+ years of Managerial experience, preferably in a contact center environment.
- 5+ years of Customer Service experience, preferably in a contact center environment.
- 2+ years of Call Management System (CMS) experience; experience with Amazon Connect Telephony System preferred.
- 2+ years of pulling and exporting reports using a Customer Relationship Management (CRM) system.
- 3 + years of data collection and analysis
- 1+ year working in Workforce Management environment.
- Advanced to expert level in Excel, PowerPoint, Visio, and SharePoint.
- Minimum of 3 years’ experience in project management or administration experience is required.
- Technologically advanced skills in Microsoft Office Suite (Outlook, Teams, Excel, PPT, Word, etc.) Visio, PowerBI, and SharePoint.
Nice to Have - Noted as a Plus:
- Master’s degree in business or technology related field. Advanced degrees in relevant areas are welcomed such as MA, MS, MBA, MPA, etc.
- Extensive Knowledge in Microsoft Office Suite.
- Extensive Knowledge of Software Systems-Calabrio, ServiceNow, PowerBI, Hansen, Accela, enQuesta, DextrFlex, and Calabrio.
Licensures and Certifications Desired but not required: Six Sigma
Project Management
Essential Capabilities and Work Environment:This hybrid work position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and/or times when the city would otherwise be closed.
