Service Delivery Manager with ITIL and Incident Management experience

Hello team,

We are looking for a Service Delivery Manager with experience in ITIL at Bellevue, WA for a contract opportunity. Please find the below job description and apply for the job if you are interested.

Role: Service Delivery Manager (ITIL)

Location: Bellevue, WA

Hiring mode: Long term Contract

Mandatory Skills: ITIL Framework, Incident Management

Responsibilities:

Oversee delivery of multi-cloud support service by coordinating efforts of multiple teams to ensure timely and high-quality response. Responsible for ensuring compliance with defined service level agreements (SLA) and Key performance indicators (KPI)Track and monitor the performance of services, identify areas for improvement, and implement changes as needed. Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively. Foster positive work environment and build culture of automation & innovation to improve service delivery performance. Maintain positive relationship with all stakeholders and ensure proactive response to their inquiries and concerns. Prepare operational/strategic reports based on defined cadences and present to Steering & Operational committees. Proactive identification of issues and risks, prepare strong mitigation/resolution plans. Experience:10+ years of progressive experience working as a Technical Delivery Manager or Service Delivery Manager. Strong multi-cloud (preferred AWS & Azure) and operations management skills’ or similar certifications strongly preferred. Excellent communication, research, analytical, and documentation skills. Ability to handle multiple, concurrent activities; manage teams effectively and be responsive to users and stakeholders in a timely manner.

Expectations from this role:

Level of Proficiency: Level of Proficiency: Under guidance deliver large and complex programmes within budget and schedule to meet outcomes as outlined.; adhering to defined processes and quality standards for a portfolio with TCV of $3-5 mil. Responsible for tracking operational and logistic decision making, and implementing a robust governance model involving internal and customer stakeholders.

Outcomes:

1. Drives adoption of well-established delivery plans, standards, processes, best software engineering practices, right infrastructure, RACI matrix and RAID Log to deliver high quality solutions to customers

2. Provide thought leadership to create a culture of innovation within the teams and develops innovative solutions to problems without precedent, that improve business performance and contributes to organization goals

3. Manages the P&L of a portfolio with TCV of $3-5 mil

4. Support the portfolio (under direct span) growth objective of 10-15% YoY

5. Implement plans for a programme of digital transformation, focusing on service improvements, and value-adds; proposing innovative ideas to the customer beyond standard delivery

6. Build/Manage a span of control of 60 – 100 associates; providing individual and team mentoring, ensuring high levels of team engagement, and developing capabilities within team, function and organization

7. Improve and optimize the overall delivery process within budget

8. Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability

9. Engage/work with key client stakeholders and drive through the end-to-end requirements of the delivery; ensuring customer expectations are met

10. Conduct periodic reviews; tracking delivery milestones and processes. Make decisions and recommends approach based on the results from the reviews

Ensure effective participation in SteerCo meetingsTypical performance measures:

1. Revenue (Targets vs. Actuals)

2. Profitability (Targets vs. Actuals)

3. Digital Services Mix (Targets vs. Actuals)

4. Services Penetration Mix (Targets vs. Actuals)

5. Transformational Value Delivered to Client (as defined)

6. Customer Satisfaction

7. People Satisfaction Performance Areas

Domain / Industry Knowledge

1. Forecast the overall business requirements and market trends

2. Have meaningful conversations with key client stakeholders, interpret the data and enhance the quality of the proposed solution

Make useful recommendations based on existing gaps and recommend specific company services / solutions

3. Manage domain related project management issues in multiple projects

4. Validate roadmap for customer strategy

5. Review to contextualize the solution to the industry

Technology Concepts

1. Recommend appropriate framework, approach, and solutions to meet the functional and non-functional requirements

Identify technologies and products relevant to the company in the short term (1 to 2 years)

2. Guide solution response team

3. Guide team, evaluate work products, and connect to technology officers in customer organization

4. Identify and leverage the most appropriate tools

Profitability Management

1. Create profitability sheet based on resource plan

2. Enable outcome-based pricing

3. Present analysis to senior management

4. Create cost benefit model using ROI, IRR and other management concepts

5. Track and monitor profitability of projects on an ongoing basis

6. Change pyramid, rate changes and other onshore / offshore changes

7. Improve project margins, utilization and reduce buffers to control project expenses

Pricing & Licensing Models

1. Create an integrated pricing model

2. Guide team members to apply pricing techniques

3. Interact with relevant stakeholders during deal process

4. Compare, contrast and choose suitable commercial models among those practiced in the industry

5. Optimize key levers of the business model to make the commercial proposal competitive

Account Management Processes and Tools

1. Prepare internal reports

2. Manage at least 1 account ($3-5 mil) independently including responsibility for top line and bottom-line targets; manage customer relations

3. Work independently with account teams in mining account(s)

Provide support to the specialist to create an account plan aligned to customer needs, company

approaches and strategies

Project Management

1. Plan and manage large and complex projects as defined within the company

2. Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects

3. Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process

4. Monitor complex integration / interdependence across work streams within the span of the project

5. Implement best practices with measurable business value adds

6. Set quality goals and processes

7. Influences project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them; balancing effectiveness and efficiency.

Team Management

1. Effectively manage the managers

2. Resolves team conflicts with a proven ability to implement and communicate difficult decisions

3. Maintains positive business relationships among internal stakeholders

4. Demonstrates approachability and transparency in working with the team

Stakeholder Management

Manages escalations from customers by providing frequent updates to both the company

and customer leadership on resolution progress

1. Plans and supports vendor/partner management activities– vendor/partner assurance, procurement, invoice approvals

2. Ensures invoicing on time and collection of payments from customers

Estimation and Resource Planning

1. Consolidate estimates at a solution level, evaluate risks and validate estimates from a technical standpoint, with assumptions, scope and boundaries defined

2. Review, validate and negotiate estimates across service lines

3. Conduct resource planning (pyramid, people development) at a project level based on project requirements

4. Conduct impact analysis for changes and analyse corresponding impact to overall estimates, resource loading

5. Review project scope and schedule in project plan