Technical Services Delivery Manager, Salesforce Marketing Cloud (Pharma)

The Technical Services Delivery Manager facilitates the delivery of technical solutions, assets, platforms, and other digital assets in support of our client’s digital marketing activities and goals. Ideal candidates should possess a blend of technical expertise, project management skills, cross-departmental communication, critical thinking, and leadership abilities to effectively manage and coordinate the delivery of technical services to meet client requirements and expectations. This role is open to remote candidates based in the U.S., with a requirement to work Eastern Time (ET) hours.

Responsibilities

Oversee the end-to-end delivery of technical services and products, including solution design, implementation, testing, and ongoing support, ensuring quality and timely delivery of digital assets; Plan, organize, and prioritize the delivery of technical products within projects, managing allocated resources effectively while maintaining project timelines and deliverables; Create and maintain Technical Briefs for technical projects in support of set project management requirements, detailing deliverables and functional requirements as outlined in Statements of Work; Monitor technical project progress, track key milestones, and proactively identify and address any issues or risks that may impact delivery; Manage Product launches, including coordination, communication, issue tracking, and quality assurance; Act as an advocate for a team of technical professionals, providing leadership, guidance, coaching, and general support to ensure performance and professional development; Set clear goals and expectations for the team, providing ongoing coaching and feedback to support their continued work per company and client expectations; Foster a culture of collaboration, accountability, and continuous improvement within the technical services team; Lead Daily Technical Team Stand-ups, including record keeping and facilitation of issue resolutions; Conduct and/or participate in Sprint Reviews, Post-Mortems, and Retrospectives, as necessary; Act as cross-departmental liaison to foster collaboration and communication across internal teams, ensuring alignment and coordination in delivering integrated technical solutions to clients; Engage with internal and external stakeholders, including executives, partners, and vendors, to communicate technical project statuses and solicit feedback; Coordinate with internal teams and external partners to ensure the availability of required resources for technical service delivery; Coordinate meetings with external technical teams, maintaining continuous communications with all relevant parties; Build and maintain strong relationships with clients, acting as the primary point of contact for technical service delivery to ensure their satisfaction; Serve as the escalation point for complex technical issues, providing guidance and support for clients as needed; Operate and maintain client partner agency-facing Service Desks; Manage Technical Documentation, including updating processes and workflows to reflect current best practices; Establish service quality standards and metrics to measure the performance of the technical services team; Monitor key performance indicators (KPIs) related to technical service delivery, analyze performance data, and prepare regular reports for management and clients; Identify and mitigate risks associated with technical service delivery, proactively addressing issues to ensure project success; Conduct regular reviews and assessments to identify opportunities for process improvement and optimization; Drive continuous improvement initiatives to enhance the efficiency and quality of technical service delivery processes; Stay abreast of emerging technologies and industry trends, assessing their potential impact on project delivery

Requirements

Experience working with Salesforce Marketing Cloud (SFMC); Experience using Adobe Workfront or similar project management tools; Bachelor’s degree in computer science, engineering, or a related field; 5 years of proven experience in technical service delivery or product management roles, preferably in digital marketing; Strong technical background with expertise in CRM, CMS, Web Development, Email Automation, and Analytics; Excellent communication, interpersonal, and negotiation skills; Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities; Blend of technical expertise, project management skills, cross-departmental communication, critical thinking, and leadership abilities

Benefits

Medical, Dental & Vision Insurance; 401K plan with a generous match and immediate vesting; Generous paid parental leave; Annual budget for professional development opportunities; Flexible time off; Additional life insurance and employee assistance program