EMEA Delivery Manager
Bazaar Voice
Client Services
13d ago

Background

The onboarding team at Bazaarvoice is responsible for implementing our core platform and ensuring our client’s long term technical success. This generally includes :

Engagement Management Services - scoping through project management of the implementation.

Product / Platform Implementation Services including the optional business, technical and integration tasks that a customer could utilise for assistance in getting operational on a Product or Platform.

Technical Services - including product catalog creation, data transformation, API implementation support and feature adoption.

Campaign Services - managing Bazaarvoice’s Sampling solutions on behalf of the client.

These services are delivered in the form of statements of work (SOW) and projects and are deemed complete upon the conclusion of the project per the terms of the SOW.

Who we want

As our EMEA Delivery Manager you’ll be specifically responsible for managing the technical delivery resources in London, a cross-

disciplinary team of 10. You’ll be someone who has proven experience in managing technical teams. Someone who is a strong team-

player and acts like a coach, confident, possess high integrity and leads by example. Someone who can spot inefficiencies and bring forward ideas for change.

You’ll also be highly passionate about individual and team development. Finally, you’re a great multi-tasker and able to have a strong hold on the day-to-day operations.

Responsibilities :

Formal HR Responsibilities In collaboration with the recruiting team source top talent, and when hired be responsible for the onboarding, training and enablement, performance management, compensation and general administration (expense approvals, annual leave, etc.).

Professional Development Career development and ongoing training and enablement of the Technical Implementation team. This includes regular team meetings for collaboration and knowledge sharing across departments within EMEA and North America, as well as regular individual 1 : 1 meetings to discuss performance and career development.

Innovation in processes and execution of strategy Guide and coach the team in executing the delivery of services, and will constantly challenge the team to take full ownership of the implementation process striving for consistent and predictable delivery of projects.

Resourcing and Scheduling Ownership of the day-to-day responsibilities of the technical implementation resources (consultants, developers, engineers, etc.

assigned to the team including timing of delivery, project prioritisation, resource scheduling and project assignments, and allocation of non-

billable time to practice development priorities (if other billable time is not available).

We’re a team that strives for success and items you’ll be measured on are :

Billable utilisation by team and individual

Operational Metrics including :

Time to Close (TTC)

Client Satisfaction (CSAT measurement)

Direct labour cost budget variance and expense control.

Project Throughput

The key things we are going to be looking in your CV and assessing you on are :

Essential :

2+ years’ continuous experience in a Team Lead or Manager role managing client-facing teams; able to confidently provide constructive professional development feedback

Ability to establish and monitor team KPIs

Proven experience in managing consistently high performing teams

Ability to interface with Senior and Executive Level Management

Client-centric attitude that can work with B2B clients

Proactive, positive and can-do self-starter attitude

Demonstrated process re-engineering skills around technology deployment processes

Track record of working with clients and internal stakeholders at all levels

Basic understanding of web technologies such as JavaScript, HTML and CSS

Flexibility to take on new initiatives and adapt to a fast-changing environment

Passion, energy, and a collaborative work ethic

Nice to have :

Experience in delivery of projects in a professional services environment

Professional qualifications such as Scrum Master Certification or similar

API, HTML / CSS knowledge and skills

Project management / engagement management experience

JIRA / Confluence experience and skills

Experience with Kanban and Agile project management principles

Experience with project management tools

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