Service Delivery Manager

Ascension; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Ascension is seeking a Service Delivery Manager who will be accountable for ensuring effective service delivery by Managed Service Providers. This role requires a strong capability in IT service management, vendor negotiation, and performance monitoring while maintaining a focus on quality outcomes and efficient cost management.

Benefits

Paid time off (PTO)

Various health insurance options

Retirement benefits including employer match plans

Long-term & short-term disability

Tuition reimbursement

Parental leave & adoption assistance

Qualifications

• 5+ years of experience with IT service delivery management/vendor management.
• Extensive experience in vendor interaction, negotiation and management.
• Leadership or management experience preferred.

Responsibilities

• Monitors service execution ensuring adherence to service levels.
• Negotiates service level agreements with vendors for consistent delivery.
• Oversees technology lifecycle management for system components.

Skills

Critical thinking

Negotiation skills

Vendor management

Leadership

Communication

Education

BA/BS in Business, Computer Science, Engineering or related field

Job description

We Are Hiring

• Department: AP EntTech ERP
• Schedule: 8 hour shift, Monday-Friday
• Location: Remote

What You Will Do

Role Purpose

The Service Delivery Manager is accountable for a particular service that is delivered by a Managed Service Provider (MSP) or a set of providers. This individual ensures effective delivery of services in order 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.

Functional Responsibilities

Service Delivery

• Monitors service execution to ensure that services are delivered within agreed upon service levels and that both users and business partners are satisfied
• Proactively monitors and measures service performance and metrics on a day-to-day basis to ensure optimal service delivery
• Serves as an initial point of escalation for significant incidents that interrupt service availability or diminish performance
• Coordinates and mediates cross-vendor/internal team delivery issues, in collaboration with the Service Integration and Management organization, as required
• Ensures compliance of service delivery by MSP within scope of responsibility, in accordance with defined service levels, and contractual obligations
• Plans for a mechanism to measure the impact of corrective actions and associated implications on 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 capacity planning reports
• Participates in joint planning activities and shares necessary information that enables MSP(s) / third party vendors to provide better support
• Understands the scope of MSP services and the potential for rationalizing the 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 corporate architectural guidelines, standards, policies (e.g., security, risk, etc.) are followed

Service Level Management

• Negotiates service level agreements with 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 MSP delivered SLAs

Financial Management

• Knows how to plan, forecast, budget and track IT 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
• Reviews and validates vendor and/MSP invoices; compares against budget, including supporting the resolution of discrepancies

Other Leadership Responsibilities

• 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 IT 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

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 IT 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 partners and vendors to understand and commit to Ascension’s 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

Qualifications: Education and Work Experience

• BA/BS in Business, Computer science, Engineering or related field or an equivalent combination of education and/or experience
• 5+ years of experience with IT service delivery management/vendor management, including direct oversight of IT managed service and/or implementation providers
• Strong understanding or ability to learn about best-in-class and emerging technologies for responsible service areas which may include software, hardware and/or services.
• Extensive experience in vendor interaction, negotiation and management
• Lean/process improvement experience is a plus.
• Healthcare provider industry experience is preferred

Complexity of Work

• Within scope of job, requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must be able to work in a stressful environment

What You Will Need

Education:

• High School diploma equivalency with 3 years of cumulative experience OR Associate'sdegree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
• 3 years of leadership or management experience preferred.

Additional Preferences

#at #ascension #LI

Why Join Our Team

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

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Benefits

Paid time off (PTO) Various health insurance options & wellness plans Retirement benefits including employer match plans Long-term & short-term disability Employee assistance programs (EAP) Parental leave & adoption assistance Tuition reimbursement Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.