North Highland Jobs


Job Information

North Highland Project Manager in St. Louis, Missouri

Job Description - Service Delivery Manager


North Highland believes in unleashing potential together. It means we challenge thinking and build our clients’ capabilities so they are stronger for the long-term. It means we create and nurture an environment for our colleagues where sharing ideas isn’t just encouraged – it’s expected. And it means we give our skills, time, and passion to uplift our communities. We act, create, and build – not just talk.

Does that sound like you? If so, let’s connect.

Program and Project Management

Join a team that delivers program leadership, PMO and portfolio management, and project management services that address the unique culture and objectives of clients.

On our Program and Project Management team, you’ll manage end-to-end scope and schedule, cost, quality and assessment that helps clients achieve their desired goals. We tailor solutions for projects of all sizes and levels of complexity.

Why North Highland? Our employee ownership model enables you to grow through your choices and build the firm. We’ll provide challenging opportunities to learn, and we’ll coach you as you grow personally and professionally. We offer an array of resources and training (both on- and off-the job) to help our people expand their knowledge, sharpen their skills and aim for the next level.

At North Highland, you’re not a number. Our firm is large enough to scale up and tackle the most complex challenges, but small enough where we can each quickly make our mark for our clients.

We started as three leaders gathered around a kitchen table. Entrepreneurial spirits are welcome here.

Exciting work you will do:

The Service Delivery Manager (SDM) is based at client site and has overall accountability for managing all of the components of the service as designed by the Service Architect in conjunction with the Client. The SDM plays the integral role in ensuring delivery excellence is achieved with respect to Client Delivery (performance, project and program deliverables) in addition to successful installation and management of the three core principles of Capability, Capacity and Community along with implementation of the associated value adds. Key responsibilities included but are not limited to:

  • Overall responsibility for managing the relationship between North Highland and its Clients

  • Serve as Main point of contact for both the Client and the BA / PPM teams on Client site for all questions, concerns, escalation of risks and issue

  • Liaise with Recruiting to report onsite demand, articulate talent demand

  • Skilled in aligning right fit talent into the right role

  • Recognize performance trends, manage risks and issues around it, address concerns, celebrate successes and manage shortcoming

  • Coordinate and manage teams of BAs / PPMs ranging in size from a few to up to about 25

  • Install, Operate and Manage an appropriate governance structure based on agreed upon KPIs and SLAs

  • Manage the performance of the BAs / PPMs through effective induction, setting goals, establishing associated objectives, conducting engagement reviews

  • Manage and deliver regular reporting to monitor work, progress to goal on performance and deliverable quality and measure and meet Service Level Agreements

  • Develop and deliver appropriate training to the client BA / PPM team as part of North Highland’s commitment to building Capabilities

  • Work with the BA / PPM team and client managers to drive team and community activities to build relationships and share knowledge

  • Responsibility for the Quality Management elements of the NH Managed Services contract

  • Recruitment of interim BA’s as appropriate

  • Work with NH Managed Services clients' BA managers and senior team to identify further opportunities to support the client

  • Managed Services clients' BA managers and senior team to identify further opportunities to support the client

What you will need:

  • Minimum of Bachelor’s Degree from a 4 year accredited university

  • 7+ years leading and managing Project/Program and/or Business Analyst teams

  • Excellent Communication Skills (written and Oral)

  • Proven delivery leader

  • Experience and Comfort working in dynamic and frequently changing environments

  • Ability to liaise with senior stakeholders

  • Adept at establishing and maintaining an advisory role with Clients

  • Experience working within a performance management framework and managing individual and overall team performance against it

  • Skilled in Coaching and Mentoring

  • Effective at utilizing and employing Active / Impact with Listening to derive suggestions and/or solutions

  • Familiarity and exposure to understanding and managing complex project and program delivery

  • Capability of working in either a business or a technology delivery environment (e.g. Waterfall and Agile methods)

  • Identification and management of risks and issues

  • Key drivers for SDM success in the role is the ability to manage, motivate, pioneer, lead, exercise diplomacy, influence and collaborate.

Click HERE to apply

**For this position, work visa sponsorship is not available. All applicants must be authorized to work in the United States without the need for any type of sponsorship from North Highland.

North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we make them real. North Highland is an employee-owned firm, headquartered in Atlanta, GA, with more than 3,000 consultants worldwide and 60+ offices around the globe. The firm is a member of Cordence Worldwide (, a global management consulting alliance. For more information, visit and connect with us on LinkedIn, Twitter and Facebook.

North Highland is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status.