Service delivery manager job description

Description The Senior Service Delivery Manager - Technical, is responsible for the management of internal and external teams within various towers, management of the delivery of services within the towers including the managed services organizations, ensuring the timing and quality of deliverables within the towers, and ensuring that both the technical and financial objectives are met by our service delivery teams. Principal Responsibilities and Duties:

This role will lead the Technical responsibilities of Network and Security towers within the Infrastructure as well as lend expertise in other towers as backup,

Focus on the technical roadmap for the network and security infrastructure with alignment to the services the infrastructure group has ownership and accountability.

Develop and maintain technical documentation, including diagrams, Operational and Engineering standards, project and transition documents.

Manage and coordinate IT services and activities to assure effective enterprise resources are provided to the organization with in-house and commercial service management staff,
Analyze key performance indicators to ensure services are delivered within SLA's, Accountable for the development and measurement of SLAs with both internal and external contract providers, Manages multiple programs and deliverables, and the coordination and direction of third-party partner relationships, Studies problems and capabilities, and develops solutions and strategies for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency, Responsible for identifying, evaluating, and maintaining continual improvement opportunities from service desk and enterprise systems; improving quality and reducing costs. Prepare, document, and communicate various reports of production, operation, performance, and down time, Recommends changes in programs, processes, routines, and quality control standards, Responsible for the development of enterprise communication and training materials, Key Stakeholder in the development of and use of technology policies.
Position Requirements:

10 years of relevant IT services delivery experience, or equivalent combination of education and work experience in technology, service management, and operations. 10 years of experience managing and leading teams, contractors, delivery professionals in an in-house, on-shore, and near/off-shore environment. Strong functional, analytical, presentation, documentation, training, inter-personal and customer relationship skills. Ability to establish priorities and work independently, on site and remotely.
Educational & Experience Requirements

Bachelor of Science Degree or higher; Management and/or Computer Science major desirable or 10+ years of proven work experience. Strong technical experience with the following areas: Firewall-WAF, IDS/IPS, Cloud Security, DNS (Route53), Load balancing, Route/Switch, VPN, NAC, SDWAN. Additional infrastructure engineering experience as it relates to interfacing with the Security and Network environments. Life Cycle management and planning through EoL/EoS and NextGen initiatives. Knowledge of cloud (Microsoft Azure, AWS and Office365) environments, along with the IaaS, PaaS and SaaS models. Experience engineering and deployments of enterprise-wide systems, services and applications utilizing IT project management best practices and methodologies.
Understanding of IT Service Management (ITSM), ITIL v3, and continuous improvement. Implementation and management of ITIL Service Transition and Operations processes, Expert in managing services in an environment with pre-negotiated Service Level Agreements and establishing continuous improvement of those agreements. Familiar with asset and license management and related budget activities
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At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family, and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

The Senior Service Delivery Manager – Technical, is responsible for the management of internal and external teams within various towers, management of the delivery of services within the towers including the managed services organizations, ensuring the timing and quality of deliverables within the towers, and ensuring that both the technical and financial objectives are met by our service delivery teams.

This role will lead the Technical responsibilities of Network and Security towers within the Infrastructure as well as lend expertise in other towers as backup,

Focus on the technical roadmap for the network and security infrastructure with alignment to the services the infrastructure group has ownership and accountability.

Develop and maintain technical documentation, including diagrams, Operational and Engineering standards, project and transition documents.

Manage and coordinate IT services and activities to assure effective enterprise resources are provided to the organization with in-house and commercial service management staff,
Analyze key performance indicators to ensure services are delivered within SLA’s, Accountable for the development and measurement of SLAs with both internal and external contract providers, Manages multiple programs and deliverables, and the coordination and direction of third-party partner relationships, Studies problems and capabilities, and develops solutions and strategies for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency, Responsible for identifying, evaluating, and maintaining continual improvement opportunities from service desk and enterprise systems; improving quality and reducing costs. Prepare, document, and communicate various reports of production, operation, performance, and down time, Recommends changes in programs, processes, routines, and quality control standards, Responsible for the development of enterprise communication and training materials, Key Stakeholder in the development of and use of technology policies.
Position Requirements:
10 years of relevant IT services delivery experience, or equivalent combination of education and work experience in technology, service management, and operations. 10 years of experience managing and leading teams, contractors, delivery professionals in an in-house, on-shore, and near/off-shore environment. Strong functional, analytical, presentation, documentation, training, inter-personal and customer relationship skills. Ability to establish priorities and work independently, on site and remotely.
Educational & Experience Requirements
Bachelor of Science Degree or higher; Management and/or Computer Science major desirable or 10+ years of proven work experience. Strong technical experience with the following areas: Firewall-WAF, IDS/IPS, Cloud Security, DNS (Route53), Load balancing, Route/Switch, VPN, NAC, SDWAN. Additional infrastructure engineering experience as it relates to interfacing with the Security and Network environments. Life Cycle management and planning through EoL/EoS and NextGen initiatives. Knowledge of cloud (Microsoft Azure, AWS and Office365) environments, along with the IaaS, PaaS and SaaS models. Experience engineering and deployments of enterprise-wide systems, services and applications utilizing IT project management best practices and methodologies.
Understanding of IT Service Management (ITSM), ITIL v3, and continuous improvement. Implementation and management of ITIL Service Transition and Operations processes, Expert in managing services in an environment with pre-negotiated Service Level Agreements and establishing continuous improvement of those agreements. Familiar with asset and license management and related budget activities.
Travel:
Some travel may be required.
Salary Band: 06C
This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, WI, IN or ME as business needs dictate or for team-building and collaboration.
If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.
Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
For all positions:
Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.
To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.

Job Summary and Mission

Are you passionate about managing Supply Chain services? Do you want to lead the transformation of the way Starbucks sources and delivers retail hardware technology? The Retail Infrastructure Technology (RIT) team, accountable for $250M in supplier spend; owns the selection, installation, maintenance and associated vendors that make up the technology services for 10,000+ company owned Starbucks locations across North America. This position contributes to Starbucks success by providing engagement oversight into aspects of OEM (Original Equipment Manufacturer) management and collaboration across our Value-Added Resellers (VARs). This role requires the ability to have a strategic view of the organization with the ability to execute at a tactical level. A successful candidate can anticipate complexity in multiple and overlapping relationships across suppliers, can grasp and plan around the complexities of global supply chain challenges in today's world, and provide recommendations to solution challenges ahead. This role will assist in decision making process with stakeholders, and can influence said stakeholders in the best decision, even if it is the most difficult to implement. Running a continuous improvement program will also be core to improving the service offerings with the technology delivery to Starbucks North American retail locations.

The right candidate will also model and acts in accordance with Starbucks guiding principles.

Summary of Key Responsibilities:

• Oversight and relationship management of multiple OEMs with key responsibilities aligning to smooth operations in the engagement with multiple VAR's.
• Can see the bigger picture of supply chain challenges, with the ability to transform the performance of the entire portfolio.
• Seek data to drive decisions, leverage experience and Business Intelligence to balance where data is not available.
• Leads the supply chain conversation between OEM's in partnership with multiple VAR's, ensuring supply keeps up with demand, removing hurdles that pose risks to deployment across new stores, renovations and relocations.
• Strategically and systematically evaluates emerging and longer-term opportunities and risks to meet supply chain needs.
• Determines strategic business direction to best meet customer's future needs. Monitors and evaluates Service Delivery model and adjusts as needs evolve.
• Think outside of historical norms to solve next generation issues with new and creative engagement models across an entire portfolio.
• Fail fast, learn, adapt, modify, go again, repeat.
• Thinks globally, from a portfolio point of view, about the strategic roadmap and direction that Service Delivery will go in the future.
• Create and deliver a clear and concise message to leadership. Can put together a presentation and can deliver the content with support from manager & director.