OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Service Delivery Manager is responsible for delivery leadership and will develop an in-depth understanding of the customer's business, structure, challenges and requirements within the context of the customer's business sector.  They will manage internal and external resources to optimize client impact within project budget, timeline and deliverables and agreed upon scope and ensure client satisfaction through project delivery.  They will also effectively manage complex projects in ambiguous environments and assist with creating and closing proposals generated by leadership

Essential Functions/Duties/Responsibilities

Enhance and maintain customer relationships  Serve as an operations customer advocate and liaison throughout the OSV organization Form relationships with the CSM and Account Executive teams in building an understanding of customer requirements and business drivers Ensure quality services are delivered with regard to the agreed SLAs  Take ownership of escalations and manage them to resolutionManage communications with both internal and external stakeholdersPrepare recurring operations reports for customersIdentify opportunities for process and system enhancements and partner with customer operations leadership to implementSupport customer renewal and reference programs

Competencies

Analytical and Problem Solving skillsExhibiting professionalism and diplomacyStrong interpersonal, communication and presentation skillsExcellent project management, documentation and communication skillsMust be customer service orientedExtensive experience in managing Customer relationships with confidence and presence to deal with customers and executives( both internal and customer facing)Highly analytical in problem solving with the ability to apply original and innovative thinkingAble to think clearly in challenging situations and in a logical mannerAbility to be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervisionA high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholdersAbility to research subjects, with a commitment to provide continuous improvementTo maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.

Supervisory Responsibility

This role does not have supervisory responsibilities.

Qualifications and Experience

Bachelor’s Degree or equivalent experience4+ years of experience in Maintenance and/or Managed Services as well as customer relationship management role Functional knowledge of human resources, payroll, payroll tax, and call centerProficiency in MS Office applications (Word, Excel, PowerPoint, Visio)

Preferred Skills

Masters DegreeWorkday experience

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.