Job Description

Synopsis of the Role

As a Client Delivery Manager, you will be a strategic leader within the Professional Services & Client Delivery team, accountable for the successful end-to-end delivery and execution of complex customer projects. This entails comprehensive oversight from conception to completion, ensuring alignment with strategic objectives and optimal resource utilization. Your expertise will be critical in translating business requirements into actionable project plans, leveraging advanced technical acumen for robust planning, rigorous testing, and seamless implementation. A primary focus will be to elevate the customer experience, exceed key performance indicators, and drive business growth through exceptional project delivery. You will also be instrumental in cultivating a high-performing, agile team culture, while building bridges and developing cross-functional relationships across Product, Sales, IT and Consulting.

What you'll do

Strategic Client Engagement: Serve as the primary interface with key clients, sales leadership, and consultants to meticulously define and validate project scope, requirements, and expectations. Requirements Gathering: Interpret intricate customer business requirements into a comprehensive project specifications, encompassing technical attributes, data structures, reporting mechanisms, and delivery protocols. Stakeholder Alignment: Conduct executive-level walkthroughs of business requirements and proposed solutions, ensuring complete alignment across all internal and external stakeholders. Technical Integration Leadership: Facilitate and guide complex technical connectivity discussions with clients and internal Equifax technical teams. Cross-Functional Delivery Management: Lead and coordinate cross-functional teams across the organization to ensure the successful, integrated delivery of all major client initiatives in accordance with established program plans. Project Governance & Resource Optimization: Establish and manage project governance frameworks, assigning clear responsibilities, identifying and securing critical resources, and developing detailed schedules to ensure timely project completion. Risk Management: Proactively identify and mitigate critical path issues, manage project resources, and continuously provide transparent and timely reporting to executive sponsors and project teams. Performance & Compliance: Ensure all project activities adhere to defined timelines and budgetary constraints. Relationship Management: Cultivate and maintain strong, collaborative working relationships with senior internal stakeholders, proactively identifying and implementing strategic solutions. Market & Product Expertise: Maintain an advanced understanding of Equifax's comprehensive product and service portfolio, along with a keen awareness of market dynamics and regulatory landscapes. Financial Administration & Compliance: Oversee the review of agreements, interpret intricate billing requirements, and accurately capture pricing information to ensure precise and timely project billing. Client Issue Resolution & Advocacy: Act as a senior escalation point for client issues, leading investigations and orchestrating resolutions by engaging appropriate internal groups, responding to high-level inquiries, and synthesizing critical project information. Custom Solution Estimation: Generate and submit comprehensive High-Level Estimates to the Pricing Department for bespoke client projects.

What experience you need

Extensive Industry Experience: A minimum of 9 years of progressive experience in senior project/delivery management, Scrum Master, or business analysis roles within a high-velocity production environment, with a demonstrable track record of successfully managing complex client engagements. Executive Communication: Superior verbal and written communication skills, capable of influencing senior leadership and external stakeholders. Advanced Technical & Analytical Acumen: Possess a strong technical background, exceptional attention to detail, and advanced problem-solving and analytical capabilities. Agile & Lean Mastery: Expert-level understanding and practical application of Agile and Lean methodologies, including Scrum. Proactive Leadership: A self-directed, highly proactive leader adept at navigating and resolving complex challenges in dynamic, customer-centric environments. Strategic Organization & Troubleshooting: Exceptional organizational and troubleshooting skills, with a keen ability to discern critical details. Resilience & Adaptability: Demonstrated ability to perform effectively under pressure, respond decisively to evolving client needs, and champion organizational change.

What could set you apart

Client Relationship Executive: Proven ability to build and sustain relationships with internal and external clients, employing sophisticated interpersonal and negotiation skills to manage expectations, resolve highly complex issues, and foster enduring partnerships. Strategic Impediment Removal: A track record of identifying and strategically removing systemic impediments or obstacles that hinder the development team's velocity and overall project progress. Organizational Transformation: Demonstrated leadership in driving continuous improvement initiatives across the team and the broader organization, including the successful introduction and institutionalization of new processes and the strategic implementation of emerging technologies. * Bilingual: English and French is an asset