Job Description :
Required Skills Set:
Years of Experience: 4+
Education Required: Bachelors Degree or Equivalent Work Experience
Mandatory Skills
In depth understanding of multiple Service Management disciplines (Incident, Problem, Change, Configuration, Knowledge, Request, Service Level, Continual Service Improvement
Experience in developing, engineering and improving IT Service Management processes. 4 to 5 years
Experience in creating, managing and maintaining process diagrams and process definition documents. 4 to 5 years
Experience in gathering and analyzing requirements to improve existing processes. 3 to 4 years
Experience in defining, measuring and trending KPIs and process metrics. 3 to 5 years
Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes. 2 to 3 years
Experience in developing, managing, and maintaining the ITIL process and associated procedures. 1 to 2 years
Demonstrated handling pressure and Internal Customer engagement in critical or difficult circumstances
Able to build a business case with detailed models, value and ROI
Able to drive innovation across internal customers
Strong business background (working in a company of similar scale)
Ability to work in dynamic environment with changing priorities
High energy, innovative candidate who is motivated by challenging assignments
Excellent communication skills, interpersonal, oral, and written
Effective at managing multiple requests with conflicting priorities under tight deadlines
Ability to coordinate and participate in operational reviews
High attention to detail, quality and accuracy
Strong analytical, organizational, and problem-solving skills
Ability to work well within a team to learn and share knowledge
Experience organizing and assembling resources required to develop a solution or proposal or deliverable.
Effective at developing and maintaining strong internal customer and team relationships.
Familiarity and practice in Agile
Bachelor''s Degree in Computer Science, Information Technology or an equivalent qualification from an accredited institution is required.
Additional Preferred Skills:
Preferred Skills (skills that would be beneficial but are not required):
ITIL Foundation Certification (or Higher)
Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)
Certification in Cloud Technologies
Use of a ServiceNow Platform
Experience in leading the transformation of business processes
IT Service Management Process Ownership
Basic Project Management skills
Advanced knowledge and understanding of IT concept
Familiarity and practice in SAFe Agile
Experience with Kaizen and Six Sigma tools
5S, Value Stream Mapping, SMED, Poke-yoke, or Kanban experience
Experience conducting attainment or sustainment audits
A Postgraduate qualification in Management is preferred.
Project Description:
We are looking to hire Service Delivery Manager with Cloud experience to provide oversight for Service Delivery with Cloud & On Prem working in EST hours. This is for immediate contract.
Team information (i.e., size of Team, Team make-up, future projects, Team strengths or weaknesses):
This candidate will be part of the client''s Platform Services organization reporting to the Sr Manager of Platform Services.
This candidate will be involved in the maturation of Service Management Processes.
This candidate will be part of a multi-year technology transformation into cloud migration.
This candidate needs to have outstanding Service Management experience and present themselves as a thought leader as well as have hands on experience to implement continuous improvement after go-live of new processes and technologies.
A thinker and a doer.
Job Responsibilities and Expectations of Employee (i.e., on-call/pager, shift work, extended hours):
The Service Delivery Manager for Service Management will focus on supporting internal customers and external third-party vendors in improving their performance in IT Service Management capabilities.
Candidates will focus on effectiveness, efficiency, productivity and quality throughout the Service Management Life-cycle.
The candidate will partner closely with internal technology customers, analyze performance data, and provide insights regarding improvement opportunities.
The candidate will also guide the internal customers through the Continuous Improvement lifecycle to help ensure implementation and realization of benefits.
The candidate must take an enterprise view towards Service Management and develop multi-faceted solutions to optimize operations.
A successful candidate needs to have outstanding Service Management experience and present themselves as a thought leader in the area of Continuous Improvement.
Core Responsibilities:
Will liaison with Technology vendors & Internal customers to ensure optimal performance within Service Management disciplines
Will develop deep understanding of internal customer priorities, value drivers and challenges, and use this knowledge to translate needs into Service Management opportunities
Will evaluate performance in Incident, Problem, Change, Configuration, Knowledge, Request and Service Level activities
Will develop cross-Service Management process solutions that optimize the internal customers'' performance and results
Will ensure that best practices are implemented and followed by internal customer teams
Will identify improvement opportunities and present recommendations to internal customers
Will partner with internal customers & 3rd party vendors to create and maintain Service Improvement Road map and supporting plans
Will quickly become a trusted advisor with the internal customer
Will proactively identify opportunities and new ways to create value through improvements and enhancements
Will support and guide internal customers through improvement cycle, which may include changes to process, platform, training, capabilities, organizational change leadership, etc
Will develop reports and overviews of internal customer performance, improvement plan progress and benefits realization
Will provide leadership, guidance & support to internal customers
Will build and maintain alignment with multiple stakeholders across client, with primary focus on internal customers
Will collaborate with other IT Service Management teams when trends are identified that impact internal customers
Will collaborate with other suppliers that support internal customers where improvement opportunities are identified
Will foster teamwork and collaboration across different work groups
Will mentor internal customer team members by coaching them in the areas of best practices
Will take on a leadership role within a group that candidate does not directly manage
Will utilize emotional intelligence and communication skills to influence and drive change across respective customer functions at all levels including Senior leadership
Will demonstrate confidence to influence strong and diverse customer groups to align on road map and goals
Will tailor communications and influence tactics have based on situational awareness
Will leverage the expertise of people across the organization
Physical Environment and Working Conditions:
In office 5 days a week; remote options available as needed