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.
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
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.
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
Required Skills/Experience
Experienced managing complex, multiyear Global projects
Relevant experience working with 3rd party vendors to deliver results
Desired Skills/Experience
Previous experience working with remote delivery teams, international experience a considerable plus.
Education
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