Service Delivery Manager

 

Key Responsibilities:

 

•             Manage day to day interaction with Client for IT delivery issues

•               Manage day to day activity and work load of business analysts and system analysts

•             Manage the relationship with both internal customers and external clients

•               Responsible for project and enhancement intake/prioritization process

•               Monitoring and reporting of metrics

•             Works closely with internal teams to ensure all work correlates to the release schedule

•             Serves as an escalation point for business/system analysts

•               Validate all technology Project/CR estimates to clients

•               Responsible for external client communications for planned outages

•               Responsible for external client communications as it relates to production failure and break/fix issues

•             Provide end-to-end oversight for the client from requirements to deployment on all change requests & projects

•               Serves as central point for all client and internal domain inquires

•               Responsible for developing and executing action plans associated with ongoing metrics

•               Technology Solution Design Participates in the technical design and review of complex technology solutions used to deliver HR outsourcing services.

•             Provides client-specific requirements and assists in the evaluation of solution alternatives to meet the business needs.

•             Deep expertise in a given area of technology is a requirement including technical installation and administration of web-based HRIS hardware and software components.

•             Keeps pace with new technologies and industry trends in order to influence the strategic technical direction.

•               Client Implementation Leads team members, third parties, and technology counterparts in the implementation and integration of these solutions for specific clients.

•               Works across internal and external resources to resolve technical challenges across multiple HR transition and transformation projects.

•             Accountable for the delivery of multiple projects at one time.

Operational Deployment/Technical Support

•               Responsible for system configuration, systems/change management, and operational deployment of technology solution(s).

•             Coordinates with resources from IS to define and implement procedures and tools required to provide proactive availability and performance monitoring.

•               Acts as a second or third level support resource for the client technology solutions

  Technical Project Management

•             Provides project management for the construction and deployment phases of the client project. This includes estimating the tasks and resources required to design and code the solution, and building a project schedule which allows sufficient time for each stage of the implementation.

•             Responsible for keeping the project on schedule and communicating overall status.

         

Qualifications:

•                      Formal Education & Certification: Bachelors and/or Masters Degree in Engineering/Computer Applications

         Knowledge & Experience:

 

8+ years of work experience including:

•             Experience managing concurrent projects and managing a team of at least 8-12 members.

•               Experience working in the required domain/service area.

•             Experience working with offshore India and multi-site North American teams

•             Experience with applications like PeopleSoft 9.x HCM, Taleo, SuccessFactors, SumTotal and Kronos, Workbrain, Workforce

•               Role is based in the greater Toronto area travel to client locations should be expected