Technology Delivery Manager

25 Mar 2024

Vacancy expired!

W2 ONLY. Hybrid Charlotte, NC. 12 month contract to hire. No visa sponsorshipCodeworks, LLC is a successful IT recruiting firm in Wisconsin. Our global investment services client has engaged us to find a Technology Service Delivery Manager.The successful candidate will:

  • Build strong relationships with business and technology teams. Understand their service needs. Leverage service delivery best practices. Build a service delivery framework that meets the business needs and the technical needs of the company's Engineering and Technology department.
  • Build a service delivery framework that leverages, at a minimum, the following best practices: Service, Service Level, Incident, Problem, Monitoring & Event, Service Request, Availability, Capacity & Performance, Change, Release, Configuration, IT Asset, Service Continuity, and Knowledge Management.
  • Lead the development, documentation and management of service delivery processes. Ensure processes are well understood and agreed upon with key stakeholders and well understood and followed by consumers and practitioners.
  • Develop and manage two value-based service catalogues. One focused on the business. The other focused on the Engineering & Technology team used to build business services and/or run the technical infrastructure. All services in each catalogue should have demonstrable value to their consumers, define mission criticality, identify business/technical owners, have defined SLAs/OLAs, identify underpinning contracts, etc.
  • Identify, measure and report on service delivery KPIs (Key Performance Indicators). Ensure the veracity of service delivery metrics.
  • Ensure the currency and accuracy of the CMDB as system of record. Ensure the CMDB and its interfaces are fit for purpose and fit for use for Service Delivery, Technical Operations, Purchasing, Finance and Business Continuity.
  • Leverage Configuration and IT Asset Management functions to track, in partnership with Purchasing and Accounting, software licenses including entitlements, consumption, license keys, renewals, etc. Manage technology vendor contracts.
  • Leverage Change and Release Management functions to ensure technology changes are fit for use, resources are available for deployment, conflicts are mitigated, business needs are considered, communications are sent, and implementations are validated. Ensure the delivery and maintenance a forward schedule of change. Ensure the optimal operation of a Change Advisory Board (CAB) with proper voting members.
  • Create vision for and manage the ITSM system: ServiceNow or Jira Service Management. Create and manage intuitive self-service portals.
  • In partnership with Cloud and Microsoft Engineers, leverage Monitoring & Event, Availability, Capacity and Performance best practices to develop monitors to ensure the health of both the business and technical service catalogues and SLA/OLA compliance. Help design real time dashboards, alerts, automated case creation and reports.
  • Lead a team of ET Service Delivery SMEs.
  • Qualifications
  • ITIL Managing Professional, Strategic Leader or Expert certification preferred.
  • 5+ years of designing, building and maintaining service delivery frameworks and processes.
  • Demonstrated proficiency in Service, Service Level, Incident, Problem, Monitoring & Event, Service Request, Availability, Capacity & Performance, Change, Release, Configuration, IT Asset, Service Continuity, and Knowledge Management.
  • Be able to multi-task in a fast-paced environment and prioritize duties to meet deadlines with limited supervision
  • Proven strong verbal and written communication skills
  • Effective influencing and consensus-building skills
  • Strategic focus on problem-solving
  • Strong teaching and mentoring skills
  • Strong presentation and communication skills
  • Position may require occasional travel outside of primary work location
  • Proven experience working effectively in heavily distributed environment
  • Exhibited experience with maintaining strong documentation
  • Experience with the ability to transfer knowledge to key members of the team and act as a value-added resource
  • Ability to interact confidently with counterparts at all levels within the firm
  • Excellent problem solving and troubleshooting skills
  • Demonstrated ability collaborate with teams spanning a range of locations
    • ID: #49537315
    • State: North Carolina Charlotte 28201 Charlotte USA
    • City: Charlotte
    • Salary: Depends on Experience
    • Job type: Contract
    • Showed: 2023-03-25
    • Deadline: 2023-05-13
    • Category: Et cetera