Service Delivery Manager - Enterprise Technologies

We Are Hiring: We are hiring a full-time Service Delivery Manager - Enterprise Technologies.

• Monitors service execution to ensure that services are delivered within agreed upon service levels and that both users and business partners are satisfied
• Proactively monitors and measures service performance and metrics on a day-to-day basis to ensure optimal service delivery
• Serves as an initial point of escalation for significant incidents that interrupt service availability or diminish performance
• Coordinates and mediates cross-vendor/internal team delivery issues, in collaboration with the Service Integration and Management organization, as required
• Ensures compliance of service delivery by MSP within scope of responsibility, in accordance with defined service levels, and contractual obligations
• Plans for a mechanism to measure the impact of corrective actions and associated implications on MSP costs/charges
• Reviews and approves root cause analysis for systemic issues within the production environment
• Identifies the need, reviews, and/or approves service improvement plans to address problems or improve service
• Reviews and approves capacity planning reports
• Participates in joint planning activities and shares necessary information that enables MSP(s) / third party vendors to provide better support
• Understands the scope of MSP services and the potential for rationalizing the MSP portfolio to decrease cost of delivery and/or enhance quality of services
• Within MSP contractual obligations, identifies possible existing services that may be leveraged for new/improved business solutions
• Validates that corporate architectural guidelines, standards, policies (e.g., security, risk, etc.) are followed

• Service Level Management

• Negotiates service level agreements with vendors and holds them accountable for consistent delivery
• Demonstrates a detailed understanding of service management processes, service level agreements and contracts, and assesses whether they are appropriate or require modification
• Monitors and reports on service levels; reviews and approves MSP delivered SLAs

• Financial Management

• Knows how to plan, forecast, budget and track IT costs
• Aligns spending with strategic objectives and improves cost and price transparency for business partners
• Develops and manages the budget for the "run" operations and sustainment of capability (CapEx/OpEx) for a particular service
• Reviews and validates vendor and/MSP invoices; compares against budget, including supporting the resolution of discrepancies

• Other Leadership Responsibilities

• Evaluates, designs and/or implements process or technology changes that enhance effectiveness and/or efficiency
• Recommends technology improvement opportunities to the leadership and architecture teams for increasing IT value while decreasing cost of delivery
• Oversees technology lifecycle management for system components that support the delivery of service(s) under span of control
• Understands and applies risk management policies and procedures appropriately

• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts
• Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate
• Instills a sense of urgency in driving assignments to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Builds trust and respect with key stakeholders
• Demonstrates proactive behaviors and self-management techniques, including but not limited to, working efficiently, demonstrating adaptability and setting goals
• Builds effective relationships with partners and vendors to understand and commit to Ascension's organizational goals; fosters goodwill and collaboration amongst teams and leads by example
• Demonstrates accountability for meeting commitments and deadlines
• Demonstrates alignment of principles, values, and behavior with expected organizational culture and values

• Within scope of job, requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment.

• Certification credentialed from the International Association of Information Technology Asset Managers preferred.

• High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.

• 3 years of experience required.
• 5 years of experience preferred.
• 1 year of leadership or management experience preferred.