Shane Ross

Service Delivery Project Manager @LCG, Inc.

Lead the development and implementation of innovative processes to ensure the delivery of measurable and achievable quality services.• Oversee project teams, managing project costs, schedules, and contract compliance, while serving as the primary interface with customers.• Plan, organize, direct, and track all project aspects, including technology, schedules, costs, contract management, and client satisfaction.• Collaborate with the Contract Manager and interact with the Contracting Officer, Government management personnel, and customer agency representatives to ensure smooth project execution.• Communicate operational vision and plans to government customers, aligning strategies to meet program objectives.• Monitor team performance to ensure adherence to contract requirements and quality standards.• Manage specific task assignments, ensuring timely and successful completion of technical solutions and milestones.• Evaluate project effectiveness and implement changes as necessary to optimize performance.• Assess staff performance, providing coaching and development to enhance skills and outcomes.• Partner with Talent Acquisition to select and onboard new team members.• Supervise training, mentoring, and career progression opportunities for team members.• Prepare and distribute routine and ad hoc reports to track project progress and provide insights to management.• Draft reports to support team management and improve operational efficiency.• Drive issue resolution to ensure rapid response times and high customer satisfaction.• Gather and analyze customer feedback, implementing actions to sustain high service quality.• Enforce adherence to established procedures and quality standards to ensure continuous process improvement.