Information Technology Service Delivery Manager

IT Service Delivery Manager

Lansing, MI (Onsite)

Fulltime

In this position candidate will be responsible for developing and managing the customer's IT

Infrastructure Service Operations from Onsite and Offshore. (Including program tracks, timelines, risk analysis, service improvement ideas, and communications), and overseeing the program budget. This will include overall Account Delivery in Infrastructure, Application & Service Desk space with Primary focus on IT Infrastructure, In addition, the position will serve as a liaison between the customer prograr area of responsibility and Tech Mahindra program office.

ESSENTIAL DUTIES & RESPONSIBILITIES :

• Creates objectives/strategies to reflect program vision and charter, working in partnership with cross-functional teams within TechM and customer from any number of enterprise divisions.
• Identify the key milestones of the programs and the shortest path to achieving the milestones in context with the program budget, timelines, and program goals.
• Develops and implements program plans including scope, resource requirements, new solutions, best practice protocols, and communications.
• Bridges the communication between Onsite and Offshore team while ensuring that services are seamlessly delivered by both teams.
• Provides team leadership for a variety of cross-functional enterprise-wide teams within Tech
• Mahindra
• Oversee the contractual service levels for Tech Mahindra and ensure the terms and conditions are bided during every step of the Service level management. .
• Work closely with the customer teams to ensure Architecture/Platform related changes are seamless transitioned into Operations.
• Performs miscellaneous duties as assigned.

EDUCATION & EXPERIENCE:

• A bachelor's degree preferred. Equivalent experience may be considered in lieu of degree.
• Experience of running programs in Enterprise Infrastructure & Applications Support Services
• Space.
• A minimum of 15-20 years of relevant experience.
• A minimum of 10 years Managerial experience.

COMMUNICATION & INTERPERSONAL SKILLS:

• Ability to understand complex written and oral instructions and drive team effectively.
• Experienced in C-level interactions, deck preparations and presentations from time to time.
• Must have interacted with VP & C-Level stakeholders and represented service levels & team's performance metrics.
• Written:
• Ability to analyze, evaluate and clearly present written information and findings.
• Verbal:
• Ability to communicate concepts and information clearly and concisely.
• Ability to make executive-level presentations.
• Interpersonal:
• Ability to interact well with staff, co-workers, and outside contacts.

CORE COMPETENCIES / KNOWLEDGE & SKILL REQUIREMENTS:

• Detail oriented with problem-solving abilities.
• Knowledge and application of program management skills and principles in context to this program
• Strong organization, time and project management skills and multi-tasking abilities.
• Strong analytical, financial and systems skills.
• Strong interpersonal and communication skills and ability to engage Tech Mahindra and
• Customer program stakeholders with ease.
• Knowledge of health care industry issues and transformation drivers preferred.
• Knowledge of Enterprise policies and procedures, business, and corporate culture.
• Ability to maintain confidentiality to be aware of issues at corporate and divisional level and customer privacy.
• Ability to clearly define program goals, critical timelines, and objectives.