IT Service Delivery Manager II, CRM, DMS, and Business Pipeline Platforms(Catholic Relief Services), Baltimore, MD, US, 21201

Posted On: July 18th, 2018    Job Type: Pipeline Jobs    Job Location:

The IT Service Delivery Manager (SDM) oversees the delivery and health of key technology platforms to CRS across products, services, and portfolios. The position is responsible for successfully incorporating new technologies and services into the day-to-day operations, management, and support. It is both a strategic and operational role, requiring establishment and management of expectations, driving core products and services to the highest standard, and developing and implementing policies and procedures.

 

The SDM has overall responsibility for establishing, managing, and maintaining strategic relationships with one or more business units, and interacts with functional groups within the IT organization, to ensure service alignment with agency culture, value and strategy. In addition, the SDM performs as a liaison for end-users, partners, vendors, and consultants to define and establish service and support requirements. The position works closely with all levels of management to research and deliver optimal solutions for the organization, and the ideal candidate must be able to think logically, strategically, and be willing to assertively engage in innovation through research and adoption of evolving technologies.

The IT Service Delivery Manager (SDM) oversees the delivery and health of key technology platforms to CRS across products, services, and portfolios. The position is responsible for successfully incorporating new technologies and services into the day-to-day operations, management, and support. It is both a strategic and operational role, requiring establishment and management of expectations, driving core products and services to the highest standard, and developing and implementing policies and procedures.

The SDM has overall responsibility for establishing, managing, and maintaining strategic relationships with one or more business units, and interacts with functional groups within the IT organization, to ensure service alignment with agency culture, value and strategy. In addition, the SDM performs as a liaison for end-users, partners, vendors, and consultants to define and establish service and support requirements. The position works closely with all levels of management to research and deliver optimal solutions for the organization, and the ideal candidate must be able to think logically, strategically, and be willing to assertively engage in innovation through research and adoption of evolving technologies.

1. Facilitates strategy and planning of technical implementations while applying a customer focused collaborative and consultative approach to supporting Customer Relationship Management (CRM), Digital Marketing (DMS) and Business Pipeline Platforms across the organization.

2. Ensures that the agency is positioned to maximize the value of its CRM, DMS, and Business Pipeline Platforms.

3. Builds and leverages close partnerships with business process 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.

4. Develops, formalizes and directs relationships with one or more strategic IT vendors to drive successful service delivery.

5. Manages and measures performance of the overall service business value, including competitive market assessment/benchmarking.

6. Helps shape current and future state business processes supported by services and platform areas of responsibility.This includes ensuring a full understanding of the underlying business process, and managing a forward-looking impact analysis of system changes prior to their development to anticipate effects on budget, system functionality, integrations with other systems and on-going management/user support burden.

7. Leads business process owners in obtaining approval for enhancing business capabilities in accordance with CRS' IT governance process.

8. Guides business process owners and key subject matter experts to estimate the budget, business resources and participants needed to achieve business goals.

9. Monitors and manages project financials, scope, and schedule to ensure projects stay on track. Drives implementations of high-quality solutions by ensuring an excellent understanding of Business Requirements.

10. Facilitates regular status meetings with project team, vendors, and all stakeholders.

11. Is responsible for ensuring the Service Portfolio/Catalog, including system and business process documentation, is accurate and is maintained.

12. 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

13. 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.

 

Agency-wide Competencies (for all CRS Staff):

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

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

Education and Experience

  • 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, DMS, and Business Pipeline Platforms (Salesforce, EveryAction, Jitterbit ) 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.

 

Required/Desired Foreign Language

  • Fluency in written and spoken English required. Ability to work effectively in French and/or Spanish desirable

Travel Required 

  • 10%

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

EOE

1. Facilitates strategy and planning of technical implementations while applying a customer focused collaborative and consultative approach to supporting Customer Relationship Management (CRM), Digital Marketing (DMS) and Business Pipeline Platforms across the organization.

2. Ensures that the agency is positioned to maximize the value of its CRM, DMS, and Business Pipeline Platforms.

3. Builds and leverages close partnerships with business process 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.

4. Develops, formalizes and directs relationships with one or more strategic IT vendors to drive successful service delivery.

5. Manages and measures performance of the overall service business value, including competitive market assessment/benchmarking.

6. Helps shape current and future state business processes supported by services and platform areas of responsibility.This includes ensuring a full understanding of the underlying business process, and managing a forward-looking impact analysis of system changes prior to their development to anticipate effects on budget, system functionality, integrations with other systems and on-going management/user support burden.

7. Leads business process owners in obtaining approval for enhancing business capabilities in accordance with CRS' IT governance process.

8. Guides business process owners and key subject matter experts to estimate the budget, business resources and participants needed to achieve business goals.

9. Monitors and manages project financials, scope, and schedule to ensure projects stay on track. Drives implementations of high-quality solutions by ensuring an excellent understanding of Business Requirements.

10. Facilitates regular status meetings with project team, vendors, and all stakeholders.

11. Is responsible for ensuring the Service Portfolio/Catalog, including system and business process documentation, is accurate and is maintained.

12. 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

13. Negotiating and ensure compliance to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

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