Director of Delivery – Project Management

Website Prolocity

DIRECTOR OF DELIVERY PROJECT MANAGEMENT

The Director of Delivery is a key member of the delivery leadership team, reporting directly to the Head of Delivery. The Director is responsible for advancing our project management maturity through the development and execution of Prolocity’s project management vision and roadmap, including refinements to organizational structures, project tools, process refinement, documentation, and ongoing training and guidance to ensure we are delivering maximum value for every client we partner with. This role will oversee our team of project managers, providing support, guidance, coaching, and ensuring accountability across our project portfolio. Additionally, the Director will directly participate in projects in various capacities, including serving as an executive sponsor and in an oversight capacity and being an early escalation point on projects. This role will rely on deep expertise and experience in project management for large technology implementations, as well as strong leadership and management skills and a track record of successful PMO development. Success in this role will require proactive initiative, strong relationship and communication skills, the ability to navigate challenging situations comfortably, and accountability for Prolocity’s successful delivery of every project. The role is split into five key areas of responsibility to ensure the successful delivery of high-impact projects for every client we partner with:

The role is split into five key areas of responsibility to ensure the successful delivery of high-impact projects for every client we partner with:

ESSENTIAL FUNCTIONS

PRIORITY #1: CLIENT RELATIONSHIP | SATISFACTION | SERVICE | LEADERSHIP

  •  Collaborate closely with leaders and key stakeholders to gain insight into Prolocity’s services, organizational structure, strategic objectives, clients, and industry best practices.
  •  Act as a point of escalation for project managers and collaborate closely with our Client Success team to navigate escalations to a successful outcome for all stakeholders.
  •  Act as the oversight/executive sponsor on projects for key accounts.
  •  Skilled in complex negotiations and serving as a model for navigating challenges and project situations that may arise.
  •  Support in the pre-sales process through thought partnership with prospective clients, collaboration with the sales and solution engineering on scoping, and representing our project management team in any pre-sales activities as necessary.
  •  Contribute to Prolocity’s business strategy in collaboration with the leadership team to scale and grow.

PRIORITY #2: PROJECT PORTFOLIO MANAGEMENT | PROJECT QUALITY + SCALABILITY INITIATIVES

  • Develop Prolocity’s project management vision and roadmap, including refinements to organizational structures, project tools, process refinement, documentation, and ongoing training.
  • Own the successful implementation of the high-priority initiatives to drive Prolocity’s project management toward achieving our roadmap.
  • Work closely with team members across the organization to ensure that all projects deliver maximum value for every client. Focus on delivering every project on time, on budget, and to Prolocity’s high-quality standard.
  • Train team members and ensure the adoption of new processes.
  • Create and maintain key documentation of Prolocity’s project management process documentation to be leveraged across all project roles.
  • Develop and monitor project KPIs across Prolocity’s portfolio of projects.
  • Ability to proactively identify and manage risks in collaboration with project managers.
  • Continuously evaluate and refine existing processes by seeking regular feedback and learnings from each project we deliver.
  • Stay current with industry trends and best practices in project management, providing insightful recommendations to shape Prolocity’s project management roadmap.

PRIORITY #3: RESOURCE MANAGEMENT AND TEAM UTILIZATION

  • Plan and manage the assignment of project managers on projects, aligning the right skill set and team member goals with the projects they are assigned to.
  • Ensure team members track their billable hour goals as outlined in Prolocity’s compensation model.
  • Establish procedures and ensure proper use of project and release management tools and tactics across cross-functional teams, including user documentation and SOPs.

PRIORITY #4: DELIVERY TEAM MANAGEMENT | CAREER MANAGEMENT | TEAM DEVELOPMENT

  • Provide leadership and coaching to project managers.
  • Participate in the performance management process through goal setting and regular performance reviews for your team members.
  • Continual coaching and feedback to support the continuous growth and improvement of project managers and other team members, peers, and leadership.
  • Plan for project management staffing needs and be a leader in recruiting, selecting staffing, and onboarding project managers.
  • Resolve conflicts and escalate issues as necessary to ensure optimal team performance.PRIORITY #5: DIRECT PROJECT MANAGEMENT
  • Serving as the project manager on one or more projects, managing the day-to-day operations, including budget, deliverables, timeline and milestones, and other required activities; communicating project status with consultants and clients regularly.
  • Maintain a 50-75% billable utilization across direct and indirect/oversight project management work.
  • Other responsibilities as assigned.

QUALIFICATIONS | EDUCATION | COMPETENCIES

  • 7+ years experience in a project management role leading enterprise-scale CRM projects, experience implementing Salesforce solutions.
  • 5-7 years experience leading 5+ high-performing, results-driven Salesforce delivery team members or equivalent people management experience.
  • Project management certification(s).
  • Demonstrated ability to manage complex client escalations on large enterprise clients and serve as the primary negotiator to manage conflict to a successful outcome for all stakeholders.
  • Outstanding and effective interpersonal skills to build strong and effective professional relationships with internal and external stakeholders.
  • Along with solid communication skills, both verbal and written;
  • Proficient in software development lifecycle methodologies, including agile and waterfall.
  • Strong presentation, communication, facilitation skills and ability to think independently.
  • Takes strong ownership and drives new initiatives to success with complex issues through analysis and resolution.
  • Ability to own and lead simultaneous initiatives in an entrepreneurial environment.
  • Good at setting expectations and managing timelines and deliverables.
  • Participated in Sales and Business Development Efforts.
    REQUIRED: Salesforce Admin Certification & Consultant Level Certification (ex. Nonprofit Cloud, Sales Cloud, etc.)

HOW WE DETERMINE SUCCESS IN THIS ROLE

FUNCTIONAL INITIATIVES + KPIs CLIENT RELATIONSHIP | SATISFACTION | SERVICE | LEADERSHIP

  • CSAT score ≥ 4.9/5
  • % of clients continuing to engage with Prolocity (retention)PROJECT PORTFOLIO MANAGEMENT | PROJECT QUALITY + SCALABILITY INITIATIVES
  • % of projects delivered on time
  • % of projects delivered on budget
  • Gross margin across projects
  • Progress on strategic initiatives

RESOURCE MANAGEMENT AND TEAM UTILIZATION

  • Team productivity
  • Gross margin per projectDELIVERY TEAM MANAGEMENT | CAREER MANAGEMENT | TEAM DEVELOPMENT
  • Team retention
  • Team growth & development (# of new certifications, # of individual goals accomplished)DIRECT PROJECT MANAGEMENT
  • Delivered on time
  • Delivered on budget
  • CSAT score ≥ 4.9/5
  • Project profitability


Classification: Exempt Department: Delivery
Leadership Position Type: Full-Time Expected
Work Hours: M-F; 40+ hrs/wk
Eligible for Overtime?: No
Travel: As needed, less than 10%
Reports To: Vice President of Delivery
Supervisory Role: Yes
Work Environment: Prolocity Office/Remote Office; Moderate noise level on the main floor; Use of huddle rooms for privacy
Physical Demands: Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. It usually involves sitting but may involve walking or standing for brief periods.
Constantly: Activity or condition exists 2/3 or more of the time.

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