Service Delivery Manager

Role: Finance Systems Service Delivery Manager

Westerville, OH (Hybrid Model)
10-month contract with a chance of extension or conversion
Pay rate: $100-$150/hr
Conversion Salary Range: $150,000 - $200,000 + bonus potential

Purpose of Role

Reporting to the Enterprise Platform and Application AMS Director, the role is accountable for the delivery of a world-class IT Service Management and Backlog Management services, enabling our Finance solutions to be implemented in our business, taking responsibility for managing our outsourced agreements and collaboration of IT service providers delivering end-to-end service.

Is fully committed to the value of Finance processes and systems, driving how we support the business in day-to-day operations and the fundamental, value of cost-effective service excellence. Is able to assimilate the Business strategy and align with this both at a strategic and operational level.

Supporting the Enterprise Platform and Application AMS Director, the role will deliver leadership in the development of a strategy to provide outstanding service capabilities and the cascading of this strategy to all teams involved in the end-to-end delivery of these services.

Supporting the Head of the Strategic Portfolio Function, the role will deliver leadership in managing the delivery of the Finance backlog call-off contracts.

The role will own and drive the service outcomes, reporting to senior and executive management. Accountable for:

AMS Service

1. Ensure Service Quality: Drive the delivery of day-to-day operations of our AMS services and the attainment of agreed service level agreements.
2. Service Management: Day to day operational management, oversight, reporting and escalation of core service management capabilities, Incident, Problem, Request, Change and Release Management.
3. Communication: Keep customers and stakeholders informed of the performance of the service, including outages and changes.
4. Governance: Management of budget, cost and right sizing the support model based on stability of the service.
5. Collaboration: Build relationships with key cross functional teams in the delivery of end-to-end service.
6. 3rd Party Management: Day to day management of 3rd party activities, in line with the outcomes of the contract.

Backlog Service

1. Backlog and Major Change: Own the management, coordination, development, and release of identified and prioritized change.
2. Business expectation: Ensure priorities are understood and critical path is delivered, communicating where critical path changes and the implications.
3. Governance: Ensuring the best use of available resources in the delivery of change, management of the budget and cost, driving the benefits of the planned change.
4. Collaboration: Build relationships with key cross functional teams to enable the delivery of changes.
5. Reporting and tracking: Develop and communicate reporting enabling visibility on third-party performance.

Focusing on the stability of both above services, owning service improvements which will deliver efficiencies and ultimately cost reduction of the services.

As a senior manager effectively communicate with senior and executive members of the Business community, the IT organization, and Suppliers.

Responsibilities

1. Accountable for the end-to-end IT Service Operations and Backlog delivery for our Finance Platforms.
2. Ensures the day-to-day operational activities, priorities and escalations are delivered through indirect influence and leadership.
3. Identify and action against stability and service improvement opportunities.
4. Delivers leadership in the development of a strategy to provide outstanding service capabilities and the cascading of this strategy to all teams involved in the end-to-end delivery of these services.
5. Drive cross-functional team to service outcomes, where capacity is available, ensuring it is utilized against both AMS and Backlog services.
6. Engage broader teams in the delivery of our services to ensure end-to-end delivery is not impacting our services.
7. Chair the governance forums to challenge and manage the budget, cost, priorities, and ultimately cost efficiencies and reduction.
8. Deliver services to agreed KPIs that support our world-class objectives ensuring that this is visible to senior and executive members of the Business community, the IT organization, and Suppliers.
9. Deliver transparent and effective reporting, driving decisions and points of communication with stakeholders.
10. Develop, grow and maintain key relationships across IT, Partners and into the business.
11. Holds suppliers accountable at a senior level and ensures that the relationship enables effective delivery by suppliers.
12. Senior manager responsible for the quality and outcomes of service reviews in line with schedules.
13. Lead other governance meetings in accordance with schedules.
14. Act as senior escalation as required by the operation of these in-scope services.
15. Act as a key approver in new or changing of services through delivered through the Backlog service into operations.
16. Ensure Service Levels are being focused on, delivered and where not, communicated with ongoing improvement plans to return to green.
17. Respond to Audits and ensure that all Audit points are effectively remediated in line with our processes.

Skills & Experiences Required

1. Experience: 10 years of IT Service / Application Management Services and Development experience with recent experience in a large international organization.
2. Strategic: Demonstrable experience in delivering Global IT Service Strategies and management of a third-party contract.
3. Financial: Excellent financial management skills with experience of managing budgets of 5m+.
4. Experience in Financial systems, ideally Oracle Fusion.
5. Experience in IT Transformation particularly being in an interim state moving toward end-state design.
6. Experience of corporate IT Application systems including cloud and SaaS services that underpin these.
7. Familiarity with development and operational frameworks.
8. High level of experience in delivery of IT Service Strategy.
9. Leadership experience of managing cross functional teams and suppliers in a fast paced, virtual, international and demanding work environment.
10. A track record in directing and managing change and continuous improvement.
11. Excellent analytical skills including an ability to anticipate and highlight potential issues and opportunities.
12. Ability to engage, build relationships with and influence senior leadership and key business stakeholders.
13. Possesses exceptional communication skills, with the ability to engage different audiences at all levels.
14. Must be able to manage multiple/conflicting priorities, appropriately prioritizing and allocating resource, with a strong track record of delivery.
15. Excellent level of understanding around performance management concepts, benchmarking and metrics.
16. Clear understanding of IT General Controls and how these apply across the IT landscape and the processes in use to support the back office applications.

Expert

• IT Technical transformation
• IT Service Management and Service Improvement
• IT Outsourcing
• IT Risks and Compliance
• Development Lifecycle Delivery
• Financial and Benefits Management
• Change Management (IT processes and Organizational)
• Cross-functional team and supplier management
• Communication skills - both written and verbal covering a wide range of stakeholder groups from the management level to the operational level
• Highly Resilient
• Strong self-motivation, ability to work independently with little supervision
• Bias for action

Advanced

• Strategic and Analytical thinking
• Facilitation skills
• Networking (across multiple functions, business units, external stakeholders)
• Ability to work with ambiguity and uncertainty
• Ability to positively resolve conflicts
• Able to manage 3rd parties
• Relevant industry and Financial understanding/experience
• Understanding of IT methodologies

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.