Job Description :
Position: Program Manager-Delivery Manager
Location: Frisco, TX
Contract : Fulltime
* Be Accountable and Responsible for Customer satisfaction, Service delivery and Service commitments
* Be the leader during the transition phase and steady state phase of the engagement
* Work collaboratively with customer teams in planning, execution and continuous improvement activities
* Define and establish service goals, expected outcomes and measurable results
* Design and utilize score-cards, surveys, methods and tools to monitor SLA compliance and CSAT
* Collaborate with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels
* Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools
* Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Service Catalog, ITSM Platform, etc.
* Develop business cases to propose and implement additional ITSM processes and functions to further improve service - Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
* Own and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of Sev 1 (Critical severity incidents), recurring incidents, recurring problems, or major events
* Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users
* Continually analyze and refine service portfolio metrics to help shape the future Service Delivery Strategy
* 15 years of experience with the last 5 years having played the role of Service Delivery Manager
* Self-starter / Leader with ability to work independently with the customer and inside the organization
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