Job Description

Remote

Location - EST TIme zone

Service Delivery Manager

The Service Delivery Management team has responsibility for solving human and business problems with new Infrastructure technology and services. This role drives the service delivery strategy, product roadmap development, and delivery/operation of the Infrastructure services to an assigned business segment. The Senior Manager, Service Delivery will work closely with business peers, managed services, and infrastructure services team members to effectively execute against technology service initiatives.

• a strong Product and Program Management background
• a meaningful understanding of the core IT infrastructure services gained through hands-on experience working as an engineer
• a balanced strategic and pragmatic approach to problem-solving
• a track record of extensive experience managing high-scale infrastructure programs such as of cloud, compute & storage, data center migration, and network

The candidate will need to display deftness in managing critical priority call, anticipating, and mitigating risks, exploring, and implementing contingency plans with Domain Owners, and providing frequent, appropriate, and timely updates to key stakeholders.

This position will report to the Vice President of Infrastructure Service Delivery, and will work closely with Stakeholders, Domain Owners, Agile Delivery Managers, and other Infrastructure Service Delivery Managers.

Job Responsibilities

• Lead the managed services vision and strategic development process for assigned business segment to include services roadmap development and periodic review processes

Manage a roadmap of infrastructure, security, and networking programs in pursuit of highly scalable, effective, and dynamic Infrastructure product for the assigned segment

Perform research, validation, and whitespace analysis to identify new opportunities for existing and new features/functionality

Foster close relationships with key constituents and technology vendors to validate strategy and roadmap

Deeply understand the business case for proposed services and initiatives in assigned business segment, including cost/benefit estimates, trends, competitive and risk analysis, service industry best practices, and product development timelines

Partner with business and technical teams to plan and prioritize service delivery release and specific release content

Act as first point of engagement, ensure regular reporting of status across all programs and projects, establishing the right controls within the team to ensure accurate status, pro-active risk management and robust plans.

• Engage business partners to develop and execute action plans to address gaps

Prepare business case (financial/ROI) analysis to quantify and determine the value to the services organization of a current or potentially new service

Plan, prioritize, and manage the services, features, and requirements from conceptual stages through product life cycles to optimize revenue and meet operational, financial, and corporate objectives in assigned business segment demonstrating strong understanding of the business segment needs

• Collaborate with the engineering and operations teams to ensure consistent execution of service delivery plans following established service delivery methodology and processes that result in service delivery on time and in budget
• Ensure establishment of program plans throughout the life cycle of the delivery. Ensure change is controlled, dependencies identified, and risks & issues managed
• Build and maintain relationships with the business sponsors, understanding their goals and motivations, and shaping the technology roadmap to meet these business objectives
• May mentor other Service Delivery Managers

Required Skills/Experience

• 10+ years of hands-on experience in one the following disciplines product, project, or portfolio management & program management
• Strong understanding of Agile delivery methods
• 3+ years of hands-on experience working as IT Infrastructure Engineer

Experienced managing complex, multiyear Global projects

Relevant experience working with 3rd party vendors to deliver results

• A background in industry or related business environment
• Demonstrated knowledge of business unit platforms and technical services
• Ability to make decisions in a fast-paced, deadline-driven, and rapidly changing environment
• Broad understanding of usability and user experience best practices
• Strong understanding of product lifecycle development and technologies utilized in the industry and the ability to see their impact
• Broad experience delivering enterprise class software products for a national multi-cultural audience and defining digital content experiences (experience with insurance products helpful)
• Strong diplomatic and consensus building skills
• Strong ability to:
  • Convey technical concepts in a clear, understandable way
  • Evaluate, analyze, and interpret the voice of the customer through a variety of data sources
  • Overcome internal barriers and negotiate resource constraints to produce successful service management initiatives
  • Make decisions in a fast-paced, deadline-driven, and rapidly changing environment
  • Establish credibility, influence, and effective working relationships with peers and stakeholders
  • Interact and partner at all levels across the organization
  • Be both strategic and tactical in day-to-day interactions

Desired Skills/Experience

Previous experience working with remote delivery teams, international experience a considerable plus.

Education

• Required knowledge and skills would typically be acquired through a bachelor's degree in computer science or related field (or equivalent in experience)

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