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Information Technology Service Delivery Manager

3 months ago

Dallas, Texas, United States Microland Limited Full time

Microland is a Digital Accelerator. It provides enterprises the means to adopt and consume NextGen technologies in their quest for digital transformation. Incorporated in 1989 Microland has its offices and delivery centers in North America, Europe, Asia, Australia, Middle East.

Microland Recognized as a Leader for the 4th consecutive Year in the 2023 ➤ Gartner Magic QuadrantTM for Managed Network Services

Microland's delivery of digital and "Making Digital Happen" allows technology to do more and intrude less. We make it easier for enterprises to adopt nextGen Digital infrastructure. We enable this using our expertise in Cloud and Data Centers, Networks, Digital Workplace, Cybersecurity and Industrial IoT - ensuring the embrace of brilliance is predictable, reliable, and stable

Microland team has a remarkable track record of personalized client management and of maintaining strategic partnerships with technology leaders such as AWS, Google, Microsoft, Nutanix and VMware that allow us to craft high-performance digital businesses for customers.

Visit for more details.

★ Project Manager | Service Delivery Manage

Project Manager to be based out of Dallas, TX (ready to relocate to Plano/Dallas)

Hybrid Role: – 2 days' work from client premises.

Hours of support: Monday to Friday from 8 AM to 5:00 PM CST

Job Description:

The project manager is responsible for scoping, planning, and delivering this project within the agree timeline in collaboration with various entities/stakeholders. Deadlines, resource allocation and monitoring project progress for Steering committee members would be key deliverable.

  • Assign and coordinate service management, engineering, and operational resources to enable managed services and transformation delivery.
  • Build and maintain project plans covering project resources, capital expenditures, and procurement using the Solution Lifecycle (SLC) methodology.
  • Monitor and control the execution of project activities and report status to key stakeholders.
  • Provide ongoing PMO support to the operations & sales teams for opportunity assessment & risk prediction.
  • Incorporate steering committee governance, policy standards implementation, and communication plan.
  • Establish account level project management processes, procedures, and documentation in accordance with Customer' s policies & standards.
  • Provide detailed program performance reviews and areas of development, recommendations to Customer's leadership.
  • Follows approved software development life cycle during application UAT & deployment.
  • Collect, Track & report.
  • Requirements Analysis- Analyzes project requirements from specifications, maps test cases to requirements and designs test coverage plan.
  • Test Case Management -document and maintain functional test cases and other test artifacts like test data, data validation, and automated scripts to validate all project requirements are fulfilled by working with Application Dev team.
  • Test Plan Management- facilitating test plan/case reviews with cross-functional team members. Oversee the successful execution of User Acceptance Test plans with project team.
  • Software Testing- Assess the results from Dev team on the manual and automated test cases and document test results.
  • Issue Management- Identifies any potential quality issues per defined process and escalates high priority quality issues immediately to project team and management.
  • Defect Management- Ensure Dev team Isolates, replicates, documents, and reports root cause defects and verifies defect fixes.
  • Environment Management- As project progress milestone ensure team creates and maintains virtual machines for the customers whose programs are being tested. Success criteria measured with well documented analysis on synchronized environments.
  • UAT & Deployment - Software Installation & Configuration- capture the findings on software installation in test environments, configurations, and ensures that the application performs correctly. Schedule Production release document milestone completion.
  • Ensure project deliverables as per priorities defined are delivered to the quality and schedule committed to customer.
  • Document test strategy and approach
  • Translate functional requirements into a process maps and relevant test cases to validate each component of a design.
  • Define comprehensive scenarios and variations in data to adequately perform testing.
  • Develop and evaluate procedures and controls to identify gaps between user requirements along with technical team members.
  • Interact with Subject Matter Experts (SMEs) to identify and refine test requirements.
  • Prepare, facilitate, document, and participate in User Acceptance Testing
  • Analyze, develop, and propose enhancements to current business processes, reports, and applications to optimize system effectiveness.
  • Develop, design, build, deploy, and manage new and existing meaningful data metrics that drive visibility, accountability, and action across the organization.
  • Responsible for the transformation of metrics and reporting requirements.
  • Partner with Technology teams/ SMEs to plan and manage key reporting activities including, but not limited to, backlog review, sprint planning, and user acceptance testing.
  • Identify options and alternatives and advise on metrics design, evolution/expansion and troubleshoot potential risks and issues with metrics owners.
  • Design, develop, implement, and monitor Data Governance reporting-related risks and controls.
  • Work with IT managers to assist in publishing any dashboards or reports on operational metrics, IT projects overview and monthly status.

Secondary skillset - The Service Delivery Manager's responsibility will include:

  • Manage the end-to-end delivery of IT Operations and services, ensuring they meet customer requirements and service level agreements.
  • Act as an escalation point to address any operations issues and processes.
  • Review the process and ensuring compliance to the policies and guidelines.
  • Monitor availability and capacity management and provide recommendations for approval.
  • Resolve integration issues between the various processes.
  • Develop and maintain strong client relationships, addressing their needs and expectations.
  • Lead weekly/monthly Service reviews, including Customer planning or trouble resolution sessions.
  • Contribute and attend Quarterly Business Reviews (QBR).
  • Customer experience management, including measuring performance against attributes of the Service to help identify areas for improvement against underperformance.
  • Proactively processing any missed service levels – including providing Customer any Service Credits.
  • Educating End Users on how to use the Services and the associated benefits.
  • In addition to the above it will be the SDMs responsibility to document and enforce all operational processes as outlined in the signed contract.

Education and Experience:

  • Minimum of 8-10 years of experience of .
  • Bachelor's degree in engineering or computer science.
  • Ability to inspire and motivate a team, while managing and influencing them towards achieving project goals.
  • Excellent written and verbal communication skills for interacting with team members, stakeholders, and clients. Skilled in negotiating with team members, stakeholders, and suppliers.
  • Proficient in organizing tasks, managing time, and keeping track of multiple elements of a project simultaneously.
  • Ability to quickly identify problems and implement effective solutions.
  • Capable of adjusting to changing conditions and managing unforeseen challenges.
  • Proficient in the use of and ability to rapidly pick up new technical skills.
  • Demonstrate initiative in self-directed learning, particularly in project/product management delivery tools such as MS Project, Azure DevOps, JIRA, Microsoft Office applications and ServiceNow SPM.
  • Strong experience in managing Agile projects and methodologies like Kanban, SCRUM etc. Some preferred certifications would be: PMP, CSM, ITIL, SAFe etc.
  • Understanding of Software Development Life Cycle (SDLC)
  • Demonstrate adoption of and on-going learning of tools, processes, and project management skills.
  • Proficiency in Microsoft Excel for data analysis and reporting. PowerBI is added advantage.
  • Proficiency in Microsoft Visio or equivalent tool for process mapping and workflow design.
  • Experience working in a managed service company.
  • Lean Six Sigma (or Green Belt) years of related process experience.

Key search Criteria for Hiring:

  • Project Management (PMP or Agile Scrum Master)- Mandatory
  • Microsoft Office Suite – PowerPoint, Excel, Visio. Etc. - Mandatory
  • Lean Six Sigma, ITIL – Mandatory
  • ServiceNow – Understanding complete platform (ITOM, ITSM, SPM) - Mandatory
  • SDLC – Knowledgeable
  • Service Operations – ITSO , Transitions – Knowledgeable

(EEO) Microland is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation