Job Description

The Service Delivery Manager (SDM) is responsible for leading a team to ensure that value is achieved as anticipated from the outsourced relationships under management. In particular, the SDM ensures that the overall services are delivered as stated in the agreement, that the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services performed by suppliers(s) are minimized. Support or implementation experience with Oracle Human Capital Management or Oracle Financials is preferred.

This includes performing regular performance reviews, monitoring service level and service management issues, and developing new/ amended SLAs and metrics as needed. Furthermore, this position oversees planning and forecasting of outsourced service consumption, quality of service across services. The Service Delivery Manager is responsible for ensuring Con Edison satisfaction with the IT services delivered and ensures that it transforms to the optimum business value to the business organizations supported.

The Service Delivery Manager works closely with various IT stakeholders including "ITIL Service Management" process owners, the IT Vendor Management Office, architects and other stakeholders to ensure compliance with Con Edison strategy, policies and standards for the entire lifecycle of the services delivered.

This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.

Responsibilities

Core Responsibilities

• Lead a high performing team to ensure that value is achieved as anticipated from the outsourced engagement. The Systems Manager ensures that the overall services are delivered and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services performed by suppliers(s) are minimized
• Engage with team leads and SMEs to ensure the outcome of the deliverables is of good quality and adheres to business requirements
• Maintain relationship with Managed Service Provider (MSP) and Business Stakeholders to ensure the effective delivery of services in scope; Act as contact person regarding service delivery requirements, issues, changes and performance
• Manage and oversee MSP performance relative to Service Level Agreements. Conduct regular service reviews; follow escalation procedure where appropriate
• As operational problems occur, review recovery and permanent fix plans; Follow up on root-cause and trend analyses to identify areas of improvement in services in scope. Lead and provide oversight for high priority issues
• Review and authorize work orders / requests and ensure that all required Con Edison approvals are obtained
• Oversee operational change management: review change requests, participate in change meetings as required, approve changes within decision making authority, administer change freezes, review and approve post implementation reviews and reporting
• Ensure MSP follows compliance and controls items as required for SOX, PII, PSC etc.
• Support the appropriate implementation of Transition, Transformation and continuous improvement initiatives
• Support IT process improvement including recommending opportunities for systems or process improvements
• Lead and develop a team of Service Delivery Leads through coaching, performance management, and effective work assignment to drive aligned execution and business outcomes
• Perform other related tasks and assignments as required

Qualifications

Required Education/Experience

• Bachelor's Degree and a minimum of 8 years of related full-time work experience or
• Master's Degree and a minimum of 6 years of related full-time work experience

Preferred Education/Experience

• Master's Degree in IT, Computer Cscience, Business Administration, Engineering or Decision Sciences including mathematics, analytics, and quantitative methods and a minimum of 6 years of related full-time work experience

Relevant Work Experience

• Experience designing, developing, implementing or supporting technologies in one or more IT domains, e.g. applications, data, solution, infrastructure, process change management, required
• Leadership or managerial experience, required
• Ability to interact with senior leadership, external stakeholders and communicate technical concepts to a non-technical audience, required
• Prior experience with application development, understanding architecture of systems, supporting or implementation of Oracle HCM or Oracle Financials, required
• Ability to establish medium and long-term plans, priorities, and estimate, preferred

Skills and Abilities

• Strong written and verbal communication skills
• Ability to inspire and develop staff
• Ability to work within tight timeframes and meet strict deadlines
• Well organized, detail oriented and flexible to handle multiple assignments

Licenses and Certifications

• Driver's License Required
• Project Management Professional (PMP) Preferred

Physical Demands

• Ability to push, pull, and lift up to 40 pounds
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Ability to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies