Service Delivery Manager

Lemont, IL 60439

Employment Type: Contract Job Category: Project Management Job Number: Na677940321 Compensation: $46.73 / hour

Job Description

Position:  Service Delivery Manager
Duration:  12 - 24 months
Location:  Lemont, IL   60439 onsite

This opportunity is onsite daily and is NOT open for 3rd party representation (NO C2C) or sponsorship at this time.
I am looking for a Service Delivery Manager to join the Infrastructure PMO team to ensure that services are delivered on time and within the Service Level Agreements.  You will be working with ServiceNow and 100 software applications that require continuous monitoring, revisions, and prioritization.  
Additionally, there will be projects and initiatives that need assistance with requirements and assessments.
As a Service Delivery Manager, you will be the primary point of contact for setting and prioritizing the technology strategy, transformation and service needs in partnership with the Business Relationship Managers.   
  • Work with the Service Owners to 
    • define the services and service offerings of an organization, including accurate descriptions, Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and any other details that make up their organization’s service portfolio.
    • review service level performance and customer feedback.
    • identify and recommend operational improvement opportunities for their owned services.
    • present recommendations to the organization’s leadership for new, modified, or improved services and obtain leadership’s support to proceed with recommended actions.
    • oversee the recommended actions approved by the organization’s leadership.
  • Work with the Service Management Office and other Service Delivery Managers to identify and prioritize cross-organizational service delivery improvement opportunities.
  • Transition of new services or elements of a service to operational state and retire ineffective services or elements of a service from operations.   
  • Provide service delivery performance feedback to line management. 
  • Support and champion representing software application owners and service owners to drive BIS support to troubleshoot and repair issues and defects with IS software and services.
  • Oversee creation and maintenance of software description documents, high-level requirements documents, user acceptance testing documents, and other IS software application documentation to ensure effective and efficient software application lifecycle management.
  • Oversee identification of requisite IS services, creation and maintenance of knowledge base articles, management of groups and roles, including ISAAC, as needed for services, and train service owners on how to translate data, analytics, and user feedback into metrics.
  • Monitor incidents/requests that have not been fulfilled or completed to satisfaction.
  • Manage and maintain the IS division software lifecycle including contract due dates, funding source and align those that are similar.
  • Identify the correct business owners for services and applications.
  • Work with business owners to translate business goals and end user needs into product strategies to support their applications and services.
  • Create and maintain a backlog, write user stories, and manage releases.
  • Minimum bachelor’s degree in engineering, data science or another related technical field.
  • Experience with management of various software applications.
  • Experience with service management and delivery.
  • Strong problem resolution skills, along with customer service and team orientation skills.
  • ITIL Certification
  • ServiceNow

Did you know about Sterling?  As a Sterling contract W2 employee you are become an owner in Sterling.  We are an Employee-Owned ESOP (Employee Stock Option Program) Company that itself is an additional retirement benefit on top of our other exceptional Sterling benefits, including paid holidays, PTO, the ability to join the 401K with a company match. Sterling Engineering / Staffing could be your future home.

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.

Meet Your Recruiter

Mary Gallian

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