Information Technology Service Delivery Manager

Candidates for this position must be located within the United States and will work remotely. Candidate must be willing to work Eastern Time Zone hours and will be part of an on-call schedule every 3 weeks for a week at a time. Healthcare experience highly preferred. Radiology Imaging experience a plus.

The Service Delivery Manager, Enterprise Applications is accountable for a particular service that is delivered by internal teams, a Managed Service Provider (MSP), or a set of service providers. This individual ensures effective delivery of services to meet or exceed business expectations for such services, while achieving appropriate balance between quality of outcomes, risk to systems and customers, and the life cycle cost of such services. This Service Delivery Manager (SDM) has oversight of all Enterprise Applications for operational support, including vendor and lifecycle management. The SDM often doesn’t work with individual team members, but rather MSP counterparts who drive Technology service delivery to a defined service level agreement (SLA).

Responsibilities

• Oversight of all Enterprise Applications for operational support, including MSP, vendor and lifecycle management
• Evaluates, designs and/or implements process or technology changes that enhance effectiveness and/or efficiency.
• Recommends technology improvement opportunities to the leadership and architecture teams for increasing Technology value while decreasing cost of delivery.
• Oversees technology lifecycle management for system components that support the delivery of service(s) under span of control.
• Understands and applies risk management policies and procedures appropriately.
• Rotational escalation coverage for application related issues to ensure effective resolution.
• Monitors and directs service execution to ensure that services are delivered within agreed upon service levels and that both users and business partners are satisfied.
• Ensures compliance of service delivery by internal teams/MSP(s) within scope of responsibility, in accordance with defined service levels, and contractual obligations.
• Proactively monitors and measures service level metrics on a day-to-day basis to ensure optimal service delivery.
• Promotes and coordinates close cross-service provider (internal and external) integration throughout the software development lifecycle, where required, to build a seamless service.
• Becomes intimately familiar with any MSP agreements, especially Services and Service Level Agreements, to direct and oversee in-scope services and service performance to support achievement of desired outcomes.
• Identifies any new or changing risks and issues and establishes ownership for mitigation or resolution activities.
• Ensures alignment across multiple competing initiatives, be they internal or external.
• Serves as an initial point of escalation for significant incidents that interrupt service availability or diminish performance.
• Coordinates and mediates internal team/cross-vendor delivery issues, in collaboration with the Enterprise Services Management (ESM) organization, as required.
• Plans corrective actions and measures potential implications for the internal team and MSP costs/charges.
• Reviews and approves root cause analysis for systemic issues within the production environment.
• Identifies the need, reviews, and/or approves service improvement plans to address problems or improve service.
• Reviews and approves services and service reports provided by the internal teams and/or MSP(s).
• Participates in joint planning activities and shares necessary information that enables internal teams / MSP(s) / third party vendors to provide better support.
• Understands the scope of internal team/MSP services and the potential for rationalizing the internal team/MSP portfolio to decrease cost of delivery and/or enhance quality of services.
• Within MSP contracted obligations, identifies possible existing services that may be leveraged for new/improved business solutions.
• Validates that Technology standards and policies (e.g., security, risk) are followed.
• Contribute to negotiation of service level agreements with internal teams/vendors and holds them accountable for consistent delivery.
• Demonstrates a detailed understanding of service management processes, service level agreements and contracts, and assesses whether they are appropriate or require modification.
• Monitors and reports on service levels; reviews and approves internal team/MSP delivered SLAs.
• Knows how to plan, forecast, budget and track Technology costs.
• Aligns spending with strategic objectives and improves cost and price transparency for business partners.
• Develops and manages the budget for the “run” operations and sustainment of capability (CapEx/OpEx) for a particular service.
• If applicable, reviews and validates vendor and/MSP invoices; compares against budget, including supporting the resolution of discrepancies.

Required Leadership/Interpersonal Skills

• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts.
• Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate.
• Instills a sense of urgency in driving assignments to completion; escalates issues as needed with MSPs, vendors, internal Technology teams and senior leadership.
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience.
• Builds trust and respect with key stakeholders.
• Demonstrates proactive behaviors and self-management techniques, including but not limited to, working efficiently, demonstrating adaptability, and setting goals.
• Builds effective relationships with internal teams, partners, and vendors to understand and commit to US Radiology Specialists’ organizational goals; fosters goodwill and collaboration amongst teams and leads by example.
• Demonstrates accountability for meeting commitments and deadlines.
• Demonstrates alignment of principles, values, and behavior with expected organizational culture and values.

Education

• BS in Computer science, engineering or related field or an equivalent combination of education and/or experience.

Required Experience

• 5+ years of experience with Technology service delivery management, including direct oversight of Technology managed service providers.
• 5+ years of experience with Enterprise Business Applications, including direct oversight of support and lifecycle management.
• Extensive experience in complex vendor interaction, negotiation, and management.
• Strong understanding of best-in-class and emerging technologies for responsible service area.