Senior Delivery Operations Manager

Based on our continued growth, we currently have an exciting opportunity for a Senior Delivery Operations Manager within our Diabsolut division affiliate of Empowerists. We are looking for an experienced IT Delivery Operations professional, with Salesforce project and managed services delivery experience, to join our Professional Services team, reporting to the EVP, Customer Engagement. This position is 100% remote; we are open to candidates living in different regions across India.As a member of Diabsolut, Global Services, this position is a key player role, expected to manage, and direct a team of Salesforce service delivery professionals in a shared services environment, providing project delivery, application support and change management services. The ideal candidate has extensive experience in IT professional services delivery (Salesforce, plus other ERP/CRM products), onsite-offshore delivery, remote services delivery, customer management, and leadership, with a successful history of high probability customer satisfaction and expertise in delivery of technology solutions on a complex platform.Roles and Responsibilities:Manages process execution for shared service delivery of projects, support and change requests.Interacts with Diabsolut consulting and project managers at client sites to understand delivery expectations – including scope, timelines, and deliverables.Responsible for delivery of all assignments with the shared services team.Works with Delivery leaders in North America to plan and staff service delivery team members from Global Services.Manages team assignments, utilization, resource requirement forecasts and time reporting.Governs work quality and ensures deliverables meet client expectations.Ensures high level of external and internal customer satisfaction.Manages escalations arising out of delivery actions and provides successful resolutions.Provides continuous improvements to Managed Services execution process and delivery methodologies.Works with Resource Operations for resource planning – including hiring, assignments, and utilization.Provides periodic update reports (BU and client level), dashboards (internal management) and tracks commercials related to delivery.Qualifications:Graduate/Post-graduate.Extensive experience in professional services, account management, and leadership.Proven track record of delivering successful projects.Strong expertise in delivering technology solutions on a complex platform.Excellent communication and collaboration skills.Ability to build and maintain trusted client relationships.Most recent experiences must be as Team Lead or Delivery Lead/Manager (managed mid to large sized delivery teams).Preference for candidates who have previous experience as a Business Analyst or Technical Lead role on Salesforce platform.Delivered and managed customer engagements on Salesforce Platform.Worked on Agile and Waterfall methodologies documentation, and software/tools.Proven team management skills – resources, deliverables, quality and timelines.Must have experience in onsite-offshore delivery, managed teams in shifts.Great consulting, problem solving, and critical-thinking skills.Good interpersonal skills and communication skills.Ability to work independently and handle change and shifting work priorities, multiple concurrent projects/tasks.Proficient in Microsoft Office, and Sharepoint.Requirements & Skills:Salesforce experienced, with experience in 1 or more Salesforce products.Managed a team of Salesforce consultants/developers.Two or more Salesforce Certifications preferred.Mandatory experience with implementation and production support/change management.About Empowerists:Founded in 2003 by Joe Diab, Diabsolut Inc, now Empowerists, began as a ClickSoftware reseller. In 2015 with more than 70 employees the Empowerists was divided into 3 separate businesses Diabsolut FSM (ClickSoftware partner), Diabsolut Cloud Solutions (Salesforce partner) and Watershed CI our management consulting and staff augmentation business. Seeing the need for a streamlined HRIS as our company grew in 2016, our Director of HR, Sally, saw an opportunity and launched HRWize, our HRIS solution. Today, Sally is the president of HRWize, and two new products, Earnwize (salary review tool) and Workaxle (enterprise workforce management), have been introduced under the HRWize brandAfter Salesforce acquired ClickSoftware in 2019, Diabsolut FSM and Diabsolut Cloud Solutions merged to become Diabsolut and have since gone on to become a Salesforce Summit Partner. Since 2021, we have made strategic investments to acquire Foundry52 and Emelar, also both becoming part of Diabsolut. Through these acquisitions Diabsolut strengthened their commitment to Salesforce and also entered into partnership with Certinia (was Certinia), becoming Certinia’s Partner of the year for delivery excellence in 2022.Today the Empowerists are more than 300 employees globally and we continue to grow by investing in our people and businesses.