Job Description
IT Service Delivery Manager is a critical role required to collaborate and drive innovative solutions, providing strategic direction and thought leadership on new and emerging technologies. With a focus on building solutions, and maximizing the use of emerging technologies that will enable Shalom Media to transform our current technology and delivery to our client base. As an IT Service Delivery Manager with Shalom Media, you will be responsible for managing the day-to-day operations of all IT infrastructures and delivery of IT improvement projects.
Key Responsibilities:
- Integration and transition of new technologies across Shalom Media into scaled end-user experience improving solutions
- Lead a delivery team that is responsible for driving outcomes for the products by owning all aspects of delivery
- Being the highest point of escalation for operational matters and working closely with the Project management office, and IT Service Delivery Director to resolve Service delivery issues and report on Service performance. Resolution of Service delivery issues and Service risks
- Ensure MSP/ contracted Services are delivered effectively including integration of Services provided by the external vendors or contractors with key responsibility for meeting SLAs, Performance Standards, and overall responsibility for all Service delivery areas
- Be a strategic thought leader in helping define the technical vision for products across the product family
- Collaborate with Product Owners to make trade-offs and decisions for associated products (technical debt vs business criticality) and manage technical dependencies within and across product families
- Lead talent management within the product family
- Hiring, managing, and evaluating IT staff across the product family and providing mentoring and coaching
- Manage external contractors and consultants working on IT delivery projects
- Support the IT crew in building skills and improving engineering standards and practices
- Develop capability within the IT organization that helps develop strong capabilities that support the future of the products, deploy training, coaching, and other tactics to build capabilities where needed
- Steward the product family and its relationships with key stakeholders/product owners
- Work closely with the Architecture team and other Architecture functions to ensure teams are leveraging best practices and standards that have been defined
- Stand up a testing team, and build a strategy for Automation and regression testing for all product family
- Identify opportunities for continuous quality improvement of technical standards, methodologies, and technologies.
Skills:
- Proven track record in building and maintaining effective working relationships with a range of stakeholders – product owners, program leads, solution architects, project and scrum masters, and vendors engagements including – SLAs, continuous improvement, and reporting
- Sound knowledge of technical infrastructure and IT systems, software applications including testing, including the ability to perform basic troubleshooting to support API/Micro Services/Supplier activities
- Strong organizational and project management skills and sound business acumen
- A recognized reputation as a technical expert in the relevant technical platforms and systems
- Domain expertise and experience in managing change control and the delivery of change management in a controlled environment
- Development experience as a technical leader and detailed knowledge of appropriate technology and technical trends
- Proven ability to make architecture decisions and drive them through implementation at the product family and product level
- Cloud platforms, microservices, APIs, mobile and web development and analytics platforms Project Management/ Agile Experience
- Experience in Agile as a leader, architect, or engineer
- Experience leading a high-functioning, highly agile team of engineers that delivers scalable and responsive web-based cloud solutions
Requirements:
- MBA/MCA or Master’s degree in an appropriate field of study
- At least 7+ years of demonstrated experience in Leading an IT Delivery team or in a similar role
- A strong customer/User experience focused and futuristic Security mindset with an ability to map new technologies, trends, and emerging practices
- Strong communication skills, technical and business, is essential with an ability to provide a concise and clear explanation of complex technical ideas, solutions, and alternatives to the teams and all parties involved
- Proven ability to coach and mentor teams/squads or talents and Solution-focused with a mix of creativity and strategic thinking