Job Title: IT Service Delivery Manager II, CRM and Business Pipeline Platforms (Salesforce)
Position Type: Full Time
Hours Per Week: 35
Full Time or Part Time: Full Time
Department: Global Knowledge & Info Mgmt
Location: United States/Baltimore
About CRS:
Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a part of our staff and as partners people of all faiths and secular traditions who share our values and our commitment to serving those in need.
Job Summary:
The IT Service Delivery Manager (SDM) oversees the delivery of key technology platforms to CRS across products, services, and portfolios. The SDM is responsible for successfully incorporating new technologies and services into the day-to-day operations, management, and support that ensures a world-class service experience for our business. The SDM role establishes policies, processes, and best practices designed to ensure consistently high service levels of performance.
The SDM has overall responsibility for establishing, managing, and maintaining strategic relationships with customers in one or more business segments and interacts with functional groups within the IT organization, to ensure service alignment with agency strategy. In addition, the SDM performs as a liaison for end-users, outside vendors, contractors, and consultants to define and establish service and support requirements. The SDM will investigate and resolve customer relationship problems.
Job Responsibilities:
- Leads the CRM and Business Pipeline Platforms (Salesforce) across the organizations.
- Ensures that the agency is positioned to maximize the CRM and Business Pipeline Platforms (Salesforce) business value.
- Builds and leverages close partnerships with the business owners and other stakeholders to define platform objectives, elicit and prioritize change, plan project implementations, prepare and manage budgets, acquire and mobilize resources, assess service health and status, identify and manage risks and issues, communicate progress, and maintains a platform / service roadmap.
- Develops, formalizes and directs relationships with one or more strategic IT vendors and internal clients to drive proper alignment on business and operational topics.
- Manages and measures performance of the overall service business value, including competitive market assessment/benchmarking.
- Helps shape current and future state business processes supported by services and platform areas of responsibility.
- Leads business process owners in obtaining approval for new IT projects in accordance with CRS' IT governance process.
- Guides business process owners and key subject matter experts to estimate the budget, business resources and participants needed to achieve business goals.
- Is responsible for ensuring that the Service Portfolio/Catalog is accurate and is maintained.
- Delivers results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
- Negotiating and ensure compliance to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Scope: Able to manage globally distributed team (various sizes) of internal and external resources.
Qualifications:
- Master's degree in information systems, engineering, management or IT related field or equivalent experience.
- Minimum of 12 years' experience, of which 8 have been a CRM and Business Pipeline Platforms (Salesforce) manager; including experience in the software development lifecycles for a projects requiring significant business change.
- Experience serving as project manager for the full lifecycle implementation.
- Expertise of business process analysis and modeling methods and tools
- Experience in managing staff in organizations with geographically distributed teams desirable.
- PMI certification.
- Salesforce certification.
- ITIL v3 Framework for IT Service Delivery.
- Knowledge of IT trends, applications, and technologies and their application in developing country contexts desirable.
- Experience with developing, coaching, and leading geographically dispersed technical team.
Personal Skills:
- Expert relationship skills, including excellent written and oral communication.
- Excellent organizational change management and facilitation skills.
- Strong knowledge of IT project management methods and tools.
- Proven ability to align people, process, and technology to deliver business value.
- Solid attention to detail, making and keeping commitments, and meeting deadlines.
- Experience in working in a team-oriented, international, collaborative environment.
- Ability to lead through shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
- Ability to elicit cooperation and drive decision making from a wide variety of sources, including upper management, clients, and other departments.
- Ability to make decisions which have significant impact on the department's credibility, operations, and services.
Language: Fluency in written and spoken English required. Ability to work effectively in French and/or Spanish desirable
Travel Required: 10%
Key Working Relationships:
Supervisory: System Administrators, Configuration and Integration Analysts, Business Analysts
Internal: Business Process Owners, senior leadership, other IT teams
External: Business partners, peer organizations, professional associations
Agency-wide Competencies:
These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.
- Serves with Integrity
- Models Stewardship
- Cultivates Constructive Relationships
- Promotes Learning
Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
CRS' talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.
EOE