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Service Delivery Manager/Lead - Project Management
Non-Union Position
Budget & Financial Planning & PMO; Portland, Oregon (US-OR)
Hybrid schedule available for Oregon & Washington residents.
Regular FT
Posting # 5041
About Us:
At NW Natural, we offer more than rewarding career opportunities and a vibrant, inclusive work culture. We invite you to join us in providing safe and reliable utility services and renewable energy to better the lives of the communities we serve. Our vision is to be the leader in service excellence, innovation and environmental stewardship for our customers, while building on our strengths as a trusted energy provider and environmental leader for our industry.
In addition to environmental stewardship, We’re also deeply committed to Diversity, Equity and Inclusion at NW Natural. Our DEI Council started 21 years ago, and today we continue to foster a culture where all employees can experience a sense of belonging, shared purpose and possibility.
The Role:
The Service Delivery Manager (SDM) is the primary point of contact between the PMO and their assigned business lines. The SDM will develop strong working relationships with leaders in their assigned business lines and serve as their advocate within the PMO to intake projects, secure resources, and resolve issues. The SDM will be an expert on the PMO’s processes, applications, and provide support/oversight to the assigned business line’s projects from initial conception through delivery.
The SDM will lead a team of 3-4 FTE project managers, and a similar number of contract project managers. The SDM will be accountable for ensuring projects within their purview are adequately resourced, that schedule, scope, and cost data is up-to-date and accurate, that risks, issues, and changes are escalated and promptly addressed.
Day to Day:
Strategic responsibilities:
- Establish strong working relationships with leaders in assigned business line(s)
- Establish strong working relationships with leaders and resources in supporting functions (Accounting, Finance, Legal, Purchasing, Rates, etc.)
- Maintain relationship with external parties (government agencies, vendors, business partners)
- Serve as single point of contact for business line, executive, and supporting function relationships
- Support business leadership in identifying and defining work as project or BAU
- Work with PMO Portfolio Manager and other SDMs to prioritize work within the overall Portfolio
- Develop and maintain business line roadmap(s) in Planview
- Coordinate quarterly board forecasts with PMO Portfolio Manager
- Identify and recommend opportunistic projects based on capacity and business line needs
- Work with other SDM and Portfolio Manager to streamline PMO processes and tools, while maintaining quality of the project narrative
- Coordinate regulatory responses for Rate Case and other testimony
- Coordinate access management (physical and system), SOX compliance for extended resources and projects
Tactical responsibilities:
- Ensure appropriate PMO staffing for all programs and projects within assigned business line(s)
- Bring new projects through Intake process and ensure proper stakeholder representation
- Ensure compliance with project delivery processes, project stage gates and portfolio governance
- Work with supporting functions to ensure roadblocks are resolved and timelines are maintained
- Address escalated risks and issues by working within assigned business line(s) and across lines as needed
- Champion the use of PMO tools (Planview, ADO), templates and processes
- Establish, document, and enhance business line specific processes
- Create presentations for governance bodies, PUC, etc.
- Maintaining line of sight to project financials, including accruals, forecasts, change control, and variance justification
- Provide coverage for any gaps in resourcing for leaves, replacements, escalations
- Monitor invoices for receiving, payment, and issues
- Audit projects to ensure proper documentation for SDLC, SOX compliance, PMO
Resource Management responsibilities:
- Hire, onboard, and manage FTE PM resources, including performance management, development reviews, training, etc.
- Hire, onboard, manage, and offboard contractor PM resources, including staff augmentation, skilled, and delivery team hires
- Work across roles (PM, BA, CM, QA) to ensure consistency in onboarding, management, and offboarding of FTE and contractor resources
- Provide feedback to other team resources as they work on projects
Come on your first day with:
- Bachelor’s degree in business or a related field with 5 or more years' work experience, or equivalent education and/or experience.
- Extensive project management experience; PMP or similar certification desired. Depending on the specific role, project management experience in IT, construction, or engineering projects is required.
- 2+ years’ experience as a resource manager
- 2+ years’ experience hiring and managing contract resources
- Exceptional verbal, written and presentation skills with the ability to tailor information to the audience
- Executive presence with ability to interact with resources from all levels of the organization
- Ability to work effectively both independently and as part of a team.
- Ability to work on tight deadlines with limited supervision.
What we offer:
Health & Wellness –
- Rich health insurance benefits with competitive employer contribution
- Free access to an online wellness resources platform
Work Life Balance -
- Up to 23 Vacation Days
- 80 Hours of Sick Time
- 10 paid holidays and 3 floating holidays
- Flexible work arrangements
- 3 weeks paid parental leave
- Green Team / Diversity, Equity & Inclusion Council / Safety Team / Women’s Network and many other Employee Resource Groups
- 1500 sq foot exercise facility and secure bike room
Financial -
- Meaningful annual incentive bonus opportunity in addition to base salary
- Competitive 401K company contribution and match
- 15% discount on NW Natural stock through Employee Stock Purchase Program
- Up to $5250 a year in tuition reimbursement
- Wellness incentive program
Discounts -
- 20% off natural gas service
- Up to 30% discount at NW Natural Appliance Center
- TriMet Pass for all HQ employees
- Generous discounts with Verizon & AT&T Wireless
Base salary range: $116,750.00 - $166,400.00 per year, depending on qualifications
Annual Target Incentive: Manager, 15.0% target
Targets are calculated using eligible earnings during plan year participation. Payout, if earned, is based on company and individual performance for each plan year and may range from 0% – 200% of target. Targets are subject to change in subsequent plan years. Must be employed by September 30 in order to receive any prorated payout.
Application Process: To be considered for this position, submit a complete electronic application including cover letter and resume via our website.
https://www.nwnatural.com/about-us/the-company/careers
Deadline: 9/17/24
Disclosure: We are a drug free workplace and we comply with Federal Drug Free Workplace Act and Department of Transportation regulations.
All applications must be submitted through NW Natural’s Electronic Application System. Resumes submitted via email, fax or mail will not be accepted in lieu of an electronic application.
NW Natural is proud to be an equal opportunity employer. We welcome and embrace our candidates’ diversity and take affirmative action to employ and advance individuals without discrimination on the basis of race, color, sex, gender identity or expression, sexual orientation, religion, age, physical or mental disability, veteran status, pregnancy (including childbirth or related medical conditions), national origin, marital status, genetic information, and all other legally protected characteristics. We forbid discrimination and harassment in the workplace based on any protected status or characteristic. A criminal history is not an automatic bar to employment with NW Natural. Instead, we make individualized assessments regarding qualifications and backgrounds. NW Natural is also committed to providing reasonable accommodations for individuals with disabilities, individuals with sincerely held religious beliefs, and disabled veterans in our job application procedures. If you need assistance or an accommodation as part of the application process, please contact us at employment@nwnatural.com or (971) 979-6341.
NW Natural does not accept unsolicited submissions or assistance from search firms for posted positions. Resumes submitted by search firms working under a valid and current written contract with NW Natural valid written Statement of Work in place for this position from NW Natural HR/Employment will be deemed the sole property of NW Natural. No fee will be paid in the event the candidate is hired by NW Natural as a result of the referral or through other means.
Nearest Major Market: Portland Oregon