- Lead and manage the delivery team for a large ZILO client, ensuring efficient and effective delivery of ZILO's products and services to clients.
- Establish and maintain delivery metrics to measure and monitor delivery performance, striving for high customer satisfaction
- Collaborate with the Sales and Commercial teams to understand client requirements, expectations, and objectives.
- Foster strong relationships with key clients, acting as their delivery lead, escalation point and trusted advisor, addressing their needs throughout the customer lifecycle.
- Use your client relationships to contain issues, find solutions and avoiding escalation where possible and maintain progress to the agreed plan.
- Lead the successful onboarding of new clients onto the ZILO platform, ensuring a smooth transition from sales to implementation and early life support for all project workstreams.
- Manage migration of client data onto the ZILO platform, working closely with the Head of Migration on innovative ways to accelerate this.
- Define project scope, timelines, and resource requirements for client deployments, closely monitoring progress to meet delivery milestones.
- Ensure plans and scope are sufficiently detailed to effectively manage change against with least ambiguity.
- Continuously evaluate and improve service delivery processes to enhance efficiency, scalability, and customer experience.
- Implement best practices and standard operating procedures for consistent and high-quality service delivery.
- Collaborate with Delivery colleagues to build repeatable playbooks for client delivery.
- Work closely with product management, engineering, and infrastructure teams to ensure seamless coordination between development and delivery processes for the benefit of project delivery goals.
- Facilitate clear communication and alignment between departments to achieve shared business objectives.
- Identify potential risks and issues in the end-to-end delivery, proactively implementing mitigation plans to minimize any adverse impact on clients and the business.
- Monitor and manage project risks throughout the delivery lifecycle.
- Ensure robust change management processes are in place to manage all changes to agreed scope.
- Contribute to the ZILO Delivery strategy and be forward thinking on ways to improve.
- Be a member of the wider Delivery leadership team and contribute as a leader to the larger debate.
- Lead, mentor, and motivate delivery team members, fostering a culture of excellence, collaboration, and innovation.
- Provide coaching and professional development opportunities to team members to enhance their skills and capabilities.
- Provide regular status reporting to the ZILO and Client stakeholders on all delivery workstreams and activities for use at governance meetings.
- Establish reporting of the budget usage and progress towards financial milestones for internal management stakeholders
- Establish and run governance meetings with the client engaging appropriate stakeholders for support.
- Proven experience (typically 10+ years) in client delivery or project management, preferably within a SaaS or technology-related business.
- Proven experience in complex delivery within Financial Services and Transfer Agency (Typically 10+ years)
- Experience across Transfer Agency products and the ability to get into detailed discussions with clients and ZILO teams as required.
- Demonstrated experience in leading and managing teams, with a focus on achieving customer success.
- Excellent communication and interpersonal skills, capable of building strong relationships with clients and internal stakeholders.
- Strong understanding of SaaS business models, software implementation lifecycles, and project management methodologies.
- Analytical mindset with the ability to leverage data and insights to drive process improvements.
- Familiarity with Project and Agile methodologies and a commitment to continuous improvement.
- Project Management Professional (PMP) certification or related credentials are a plus.
- Enhanced leave - 38 days inclusive of 8 UK Public Holidays
- Equity ownership scheme
- Private Health Care including family cover
- Life Assurance – 5x salary
- Flexible working-work from home and/or in our London Office
- Employee Assistance Program
- Pension
- Access to training and development
Delivery/Project Manager - London, United Kingdom - ZILO
Description
ZILO is focused on transforming global transfer agency to create sustainable value for firms and the customers they serve. To achieve this, we started with a clean technology slate, a design-driven approach, and a commitment to put people first. ZILO's technology enables firms to replace legacy end-of-life systems, many of which were developed 30+ years ago, and slash costs, risk, and user friction along the way.
Job Description: Delivery Manager
As a Delivery Manager at ZILO, you will be responsible for overseeing the successful delivery of our services and solutions to large clients. You will collaborate closely with Product, Technology and Core teams to ensure seamless implementation, onboarding, migration of assets, and transition to BAU for our customers. The Delivery Manager plays a crucial role in driving customer satisfaction, optimizing delivery processes, and aligning business objectives with exceptional service delivery.
Delivery Management:
Customer Success and Relationship Management:
Project and Onboarding Management:
Process Optimization:
Cross-functional Collaboration:
Risk and Change Management:
Team Leadership and Development:
Project reporting and governance:
Requirements
Joining ZILO as Delivery Manager provides a unique opportunity to lead a dedicated team, contribute to customer success, and shape the future of delivery within ZILO.
Benefits