Client Delivery Manager

What are Digital Transformation Services?

Organisations are constantly grappling with disparate data, finding ways to improve data collection, gain valuable insights and then personalise communications with current and potential customers.  All this must be done at scale, with a plethora of variables and sent in a timely manner.  Our capabilities in this space are un-matched, with a dedicated digital transformation team spread across the Asia Pacific region and capabilities in solutions development, integration services, artificial intelligence, and omnichannel deployment.

Our services focus on API-led integration with AI focussed automation.  These services culminate into an offering that ensures maximum utility at scale for your marketing efforts.  This usually means that we secure the data first, building a repository that can be easily segmented to enable greater analytics surrounding marketing decision-making and more targeted personalised approaches to marketing initiatives.

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Role & Responsibilities

The Client Delivery Manager (CDM) is responsible for leading project delivery for DTS projects that help our clients deliver exceptional customer experiences, streamline operational efficiency, and ensure readiness for the digital future.

Working closely with the Account Director’s and the Director, Digital Transformation Services you are responsible for understanding the scope and deliverables required to deliver a DTS project and then direct the DevOps team to undertake the requisite activities and monitor them until its successful completion.

As a CDM you will be responsible for (these duties and responsibilities are subject to amendment by the Company from time to time):

• Gathering and understanding the requirements of a DTS project working closely with the Director, Digital Transformation Services, and the Account Director to construct the Technical Requirements Documentation.  This may require participation in client meetings and/or project meetings on a case-by-case basis.
• Identifying deliverables, resourcing needs and timeframes for the delivery of a successful project, including estimation of the project costs based on hourly rate cards for the itemised services.
• Communicating the requirements to DevOps team and ensuring that they are kept abreast of any changes in scope or deliverables from time to time.
• Regularly monitoring the performance of the DevOps team in meeting the deliverables of the DTS project and communicating any delays to the Account Director from time to time.
• Working closely with the DevOps SQA to ensure all deliverables are tested and met.
• Carrying out training and working group sessions with the client to deploy the DTS project in the client environment or off-premises, including working with the TechOps team to setup infrastructure and test information security requirements.
• Reviewing and improving DTS processes and systems for improved efficiencies and assisting with the digital processes of other departments.
• Running daily work in progress meeting with the Account Directors and status meetings with the Director, Digital Transformation Services. 

• A bachelor’s degree in computer science, information technology, computer engineering or marketing, business, commerce, design or another closely related discipline.
• Professional certifications that can help the CDM in better performing their role.
• A blend between a technology generalist, analytical and creative person. 
• Successful previous experience as a senior manager of digital transformation services in the marketing or technology sectors, where exposure to sales or client facing roles will be looked upon favourably.
• Committed to continuous education through workshops, seminars, and conferences.
• Demonstrated experience in a client focused, high-pressure environment meeting tight deadlines and client expectations. 
• Excellent communication and interpersonal skills, with the ability to converse with onshore and offshore DevOps and Account Directors to address the client and DTS project needs.
• Ability to handle heavy workload, mediating many demands and requests with strong problem-solving drive.
• Smart, proactive, and a quick learner with organizational agility and strong attention to detail.
• Be an effective team player.
• Strong managerial and process management skills.
• Demonstrated excellent computer skills (especially with Microsoft Excel).
• Familiarity with digital transformation projections, marketing automations, email and web campaigns.
• Knowledge of Jira or other traffic management/project management software. 
• Creativity and design thinking, whereby DTS can think of new ideas and ways to improve the digital experience for their clients’ customers.
• Project management skills that can help in oversight of digital transformation initiatives, such as planning, organizing and overseeing the various aspects of a digital transformation project. 

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Team and Reporting Lines

The CDM reports directly to the Director, Digital Transformation Services.