Senior Delivery Manager (RPO)
Introduction
In an era where progress is driven by people and experiences, and where finding and developing the right talent is key, HR has become the main engine of business growth. IBM Talent & Transformation is helping businesses worldwide to reconfigure their HR functions, such as talent acquisition and talent development, to deliver the talent essential to their growth.
The Talent Acquisition Optimization (TAO) group is part of IBM Talent & Transformation. We are a globally recognized partner in recruitment, talent acquisition consulting and employment branding solutions that transform the way businesses acquire talent in a highly competitive marketplace. For more than 30 years we have leveraged our considerable expertise in global talent acquisition and business process improvement to redesign how skills are identified and recruited for our clients, and deliver exceptional talent acquisition experiences
Your role and responsibilities
Job Role Specialty Description
Professionals in this role will have overall responsibility for the contracted services, the strategic relationship, account growth strategy and fiscal performance of assigned clients. Accountable for the P&L and its growth through expansion of existing TAO services and the introduction of other IBM services. Proactively build and manage senior stakeholder relationships and consult with the client to identity and define the innovation and growth strategy and orchestrate the sales process required to deliver against this. Manages internal relationships at the market and sector level providing client financial performance and forecasting data in accordance with IBM financial review cycles. Has overall responsibility of client satisfaction including but not limited to Client Set/Met Objectives (SET/MET), Net Promoter Scores (NPS) and contractually required client satisfaction surveys. Responsible for ensuring that the delivery teams have the resources and tools to successfully deliver the services to the client as well as the professional development of the team through inspiring leadership. Requires skills in either HRO/TAO/BPO or deep sector experience, leading managing matrix teams, senior stakeholder relationship management and commercial acumen.
Role and Responsibilities
The Senior Delivery Manager is responsible for managing the delivery of the contracted Talent Acquisition Optimization (TAO) service to one or multiple clients. This will involve larger teams, multiple offerings and/or a larger geographic cover. This role is accountable for ensuring that the services are delivered in line with contractual and client satisfaction objectives. The Senior Delivery Manager manages client stakeholder relationships and communicates the progress and value of the TAO service to them as well as IBM stakeholders. This role will spend 50% of their time supporting transformation and growth and works in collaboration with the Portfolio Executive and Delivery Project Executive (DPE) to develop the innovation and growth strategy for the client, and participates in associated sales processes, representing delivery. This role manages service delivery in line with forecasts and budgets and owns account forecasting and other financial review processes. The role has people management responsibility for Talent Acquisition Managers and contributes to driving engagement and delivery performance of the account team. The Senior Delivery Manager supports TAO growth by representing delivery in new business presentations.
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Key Responsibilities
- Accountable for the delivery of the contract to the assigned client(s) (typically with revenue over 10M, including multiple offerings) adhering to defined scope and performance measurements
- Partners with the Portfolio Executive and DPE to ensure effective client stakeholder management
- Provides updates to the Portfolio Executive, DPE, and other IBM stakeholders on project status/issues, possible cost overruns, resource and performance issues.
- Apply AI, Data Science, and Exponential Tech to deliver value to the client and drive innovation
- Identify opportunities to increase revenue by utilizing IBM's range of products and services to deliver solutions in line with the account growth strategy and innovation roadmap
- Accountable for designing and delivering to client and Portfolio Executive, accurate and validated SLA's, monthly and quarterly performance metrics
- Ensures client satisfaction surveys are conducted and results and action plans are provided to the client (NPS)
- Consults with the client to identifying service/system/process/experience enhancements necessary to better align the solution with their desired business outcomes
- Control the P&L and budgets, in conjunction with the Portfolio Executive and DPE, ensuring costs and expenses are managed in line with budget/forecast and financial plans.
- Accurately forecast revenue and cost and be accountable for invoice approvals and submission to the client.
- Work in partnership with the Delivery Center Manager/s and leadership teams to successfully provide required services to the client
- Accountable for management and/or co-management of a large delivery team (200+) (including on-site, off-site, and Delivery Center resources) ensuring that performance, professional development and engagement is being proactively managed.
- Responsible for the day-to-day management and direction of the Talent Acquisition Managers
- Review and approval of the delivery team's KPIs for performance and variable compensation (performance-related bonuses)
- Manage continuous improvement plans, operational risks, issues and associated mitigation/action plans and escalate as applicable
- Develop and disseminate strategic insights from program status reports to client and internal stakeholders on the required frequency.
- Lead the delivery of client and internal monthly and/or quarterly business reviews.
- Obtain high client satisfaction levels with the service to promote positive NPS scores, references and case studies from the account
- Accountable for the compliance (Business Controls) of delivery for assigned accounts
- Spends 50% on transformation and growth and works with the PE and client stakeholders to drive continuous improvement and innovation
- Apply AI, Data Science, and Exponential Tech to deliver value to the client and drive innovation
This job can be performed from anywhere in the US.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
- At least 8 years' experience working in Staffing, Recruiting or Human Resources
- At least 8 years of experience managing complex client accounts including senior client relationships
- At least 8 years of proven experience of managing recruitment teams delivering against large scale SLAs, forecasts and budgets
- Significant experience managing remote teams within a matrixed management environment.
- Proficient in computer skills and MS Office (particularly Excel and PowerPoint).
- Ability to read, interpret and understand multifaceted contracts and execute the requirements within that contract
- Experience working with global teams
- Ability to travel as required (typically between 30-50% of time)
- High School Diploma/GED
- Fluency in English
Preferred technical and professional experience
- Bachelor's Degree
- Fluency in Spanish
- Experience in applying exponential technologies, such as AI, data science, and automation, to drive innovation and deliver value to clients strongly preferred
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OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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