RSM

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

RSM’s Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup-type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice. We are currently seeking a Sr. Service Delivery Manager for our Managed Services Practice.

A Sr. Service Delivery Manager plays a pivotal role in ensuring the seamless delivery of services to clients. This role involves managing service delivery teams, maintaining client relationships, and ensuring that services meet or exceed client expectations. Strong leadership, communication, and problem-solving skills are essential for driving service excellence and continuous improvement.

Key Responsibilities:

• Oversee the delivery of services to clients, ensuring high levels of satisfaction.
• Manage and lead service delivery teams, providing guidance and support.
• Develop and maintain strong client relationships, acting as the primary point of contact.
• Monitor service performance metrics and implement improvements as needed.
• Ensure compliance with service level agreements (SLAs) and contractual obligations.
• Conduct regular service reviews with clients and internal stakeholders.
• Identify and mitigate risks to service delivery.
• Collaborate with other departments to resolve service-related issues.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Prepare and present service performance reports to senior management.

Key Deliverables:

• Service performance reports and dashboards.
• Client satisfaction surveys and feedback reports.
• Service level agreement (SLA) compliance reports.
• Risk assessment and mitigation plans.
• Continuous improvement plans and implementation reports.
• Training and development plans for service delivery teams.

Win Strategy Execution:

• Develop and implement win strategies to increase proposal win rates.
• Conduct post-proposal analysis to identify areas for improvement.
• Perform thorough competitor analyses and market research to enhance bid strategies and improve win rates.
• Share best practices and lessons learned with the team.

Continuous Improvement:

• Analyze bid outcomes and feedback to identify areas for improvement in the bid management process.
• Implement best practices and lessons learned to enhance future bid performance.
• Stay updated on industry trends, competitor activities, and regulatory changes that may impact bid strategies.
• Leverage proposal automation tools and templates to improve efficiency.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field, or equivalent experience.
• 7 years of experience in bid management, proposal development, or service delivery management within the managed services outsourcing industry (preferred).
• Proven experience in bid management and proposal development, preferably in the managed services industry.
• Strong understanding of the managed services market and competitive landscape.
• Ability to lead and motivate cross-functional teams.
• Proven leadership and team management skills.
• Strong organizational and time management skills.
• Proficiency in proposal automation tools, CRM systems, and service management tools (e.g., ITIL, ServiceNow).
• Proven track record of managing and winning complex bids and proposals.
• Strong understanding of bid management best practices, methodologies, and tools.
• Excellent project management and organizational skills, with the ability to manage multiple bids and priorities simultaneously.
• PMP certification is highly desirable.
• Experience with project management methodologies (e.g., Agile, Scrum) is a plus.
• Exceptional written and verbal communication skills, with the ability to craft compelling proposals and presentations.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Project, CRM) and bid management software.
• Ability to work independently and collaboratively within a team.
• Strong attention to detail and ability to develop and implement mitigation strategies to address identified risks.
• Monitor and report on bid progress, highlighting any issues or risks that may impact the outcome.

Skills and Competencies:

• Attention to detail and commitment to producing high-quality work.
• Ability to work under pressure and meet tight deadlines.
• Strong interpersonal skills and the ability to work effectively in a team environment.
• Strategic thinking and the ability to anticipate and address potential challenges.
• Client-focused mindset with a commitment to delivering exceptional service.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits https://rsmus.com/careers/el-salvador.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.