Service Delivery Lead

Service Manager/Delivery Lead

Our Fortune 500 Audit Client is looking to add a Service Manager/ Delivery lead to their team- a career within Information Technology team will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within the organization, developing and enhancing both client and internal facing application, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required: High School Diploma

Minimum Years of Experience: 4 year(s) of relevant experience in progressive roles managing IT incident and service management, delivery, and execution using Agile methodology.

Required Knowledge and Skills: Knowledge and experience in the management of delivery, incident, and service of technology solutions using agile methods and both onshore and offshore providers.

Preferred Qualifications:

Degree Preferred: Bachelor Degree

Preferred Fields of Study: Information Technology, Computer Systems Analysis, Management Information Systems

Certification(s) Preferred: ITIL Certification and/or PMP

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader in planning and execution of projects to deliver technology solutions including the following areas:

· Agile methods (Scrum, etc.) and establishing optimal flow (Kanban, etc.);

· Microsoft based technologies including ASP.NET,C#, SQL Server, SSRS, etc.;

· Development of new business capabilities using technology;

· Cloud-based implementations and upgrades;

· Continuous Integration and DevOps;

· Traditional Waterfall/Iterative methods (RUP, etc.);

· IT Service Management industry leading practices (ITIL);

· SDLC Methodology;

· Operations Control Quality and Process Improvement Systems (ISO 9000, SEI CMM, Six Sigma);

· Technical security standards such as ISO 27001;

· Utilizing service management/ticketing/queuing tools (such as ServiceNow) to track incidents and resolutions;

· Financial management; and,

· Team and resource management including formal coaching.

Demonstrates extensive abilities and/or a proven record of success as a team leader in guiding application development and delivery/service teams in the following areas:

· Managing development projects and all technical operational aspects for a specific business area's applications;

· Managing a portfolio of development and operations teams along with managing the technical support for the business applications;

· Managing delivery of services and financial cost recovery for specific business sponsors;

· Managing Service Level Agreements (SLA) with external and internal resources and quality/acceptance of deliverables including customer relations, problem management, vendor management and financial management of the service they represent;

· Operating with some independent authority and good judgement to resolve technical issues that pertain to the business applications under their area of responsibility;

· Maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area;

· Managing teams in a rapidly changing environment including performance management, coaching for development, and resource assignment;

· Building relationships with business stakeholders throughout the organization to influence them to take action to drive progress;

· Contributing to and/or facilitating security reviews, release management, capacity planning, infrastructure change scheduling, etc.; and,

· Coaching technical team members to increase business acumen including the ability to effectively communicate.