Program Manager

The Service Delivery and Integration Manager will be an effective leader and communicator overall. She/he will be a proven team leader, able to conceptualize, plan, document, and communicate efficiently.

• Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or certifications are a plus.

• Proven experience (7 years) in ITSM configuration management, CMDB management, and process design.

• In-depth knowledge of ITIL practices, specifically Configuration Management and related processes.

• Strong understanding of IT assets (hardware and software) and service relationships within a CMDB context.

• Experience with ITSM tools and CMDB platforms (ServiceNow)

• Excellent analytical, problem-solving, and communication skills.

• Ability to collaborate effectively with cross-functional teams and stakeholders.

• Strong organizational skills and attention to detail.

• ITIL Foundation certification is highly preferred.

The role of the Service Delivery and Integration Manager (SDIM) is to ensure effective, integrated IT service for assigned sites. This position is responsible for managing the delivery of day-to-day operational support and end-to-end management of minor enhancements working with IT staff and Performing Service Provider (PSP) resources. The site-specific services include integrated applications, hosting, end-user computing, network and security services. This position will work closely with the Client Strategy Team to maintain effective working relationships with the local business clients at the site, country, and region levels.

SDIM Overall Responsibilities:

Primary responsibilities of this position relate to integrating the day-to-day IT activities to ensure the delivery of services, developing and maintaining client relationships locally, and for managing requests for minor enhancements. The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of IT services, and for enhancing our clients’ use of enabling technologies.

The responsibilities for this position include:

• Manage integrated IT services for their assigned sites, working with Performing Service Provider (PSP) resources—coach, counsel and mentor suppliers as required to provide effective integrated services

• Understand, for each business unit, what their overall business plans are and the role each site has in achieving those objectives

• For each critical system at a site, understand the business requirements and manage the delivery of services to meet expectations

• Develop strong collaborative IT, Performing Service Provider (PSP) and business working relationships to ensure effective IT services

• Engage IT strategic teams to manage business client operational escalations.

o Note that this refers to operational escalations that have been assigned and not those that have been deemed ‘a project’

• Establish and maintain regular communications with business clients regarding local IT service activities

• Ensure effective local/assigned site IT change management execution, following the ITIL framework and standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations –

o Note that this will activity is expected to take place following the Change Management/CAB process.

• Understand the local and regional legal requirements and, on behalf of the client, act as the focal point for the execution of queries, audit, and other formal governance processes

• Provide local support for Business Continuity and Disaster Recovery Planning, coordination and testing activities, as requested

• Support other IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions

• Support IT financial processes for provisioning of services, including creation of purchase requisitions, purchase orders, appropriation request approvals, invoice review and approval, and invoice payment performance

• Process local standard IT requests, such as eRequest order approvals, as required

• May perform tasks for any PSP with limited scope. Example: Physical support for Disaster Recovery

• Provide responses to site questionnaire for their responsible sites

• Troubleshooting as needed

• Local site communication of new products – examples, PC Refresh, O365

• Provide input/direction related to site safety, and access procedures as well as locations within the facilities (ie. Server rooms, device storage, etc.)

Working Closely with the Service Integration and Management (SIAM) Team the SDIM will contribute in the following areas for their site, as needed:

• Contribute to the managing of Service Requests and Managed Requests, including request initiation, requirements, approval, prioritization, scheduling and execution

• Contribute to the maintenance of the demand forecast for Service Requests and Managed Requests

• Support prioritization of IT services work within the assigned sites

• Work with SIAM for effective problem management activities

• Work with SIAM team in areas involving incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions

• If requested or assigned, manage business escalations to resolve IT operational issues and incidents and business client complaints.

o Note that this would typically involve 1 PSP. Multiple PSP escalations would typically be addressed by SIAM processes.

• Contribute to the analysis of the metrics provided by the PSPs for service delivery effectiveness, as required by the underlying contract and Client Satisfaction Surveys, and as otherwise appropriate

• Recommend improvement actions

• Contribute to invoice review and invoice payment performance

• Work with SIAM to ensure that IT PSPs are performing to contractual deliverables at the sites

• Working with SIAM, develop and deploy local IT service improvements according to global best practices

• Change Management Activities:

o Participate in the regional Change Approval Board (CAB) meeting

o Conduct expedited approval process for urgent / emergency changes

• Support the maintenance of the Global Site List (GSL) and business site contact information required for IT services at assigned sites

• Support and attend, as requested, applicable and appropriate, Internal management meetings or other similar forums

• Assist and coordinate Third Party Providers, hardware providers, Software providers and Customer Groups, as needed for facilities related work requests and Projects – for the assigned sites

• Provide local cultural, physical impacts, business awareness and information to SIAM processes

• Obtaining Internal Client interaction requirements and providing this information to the applicable Process owner(s)

o Note that this scope is limited to Service Requests or Incidents. Project-related requirements would be addressed by BRM/BSM team.

• Obtaining issue handling and escalation requirements from Internal Clients and providing to the applicable Process owner(s)

o Note that this activity would be in close collaboration with the SIAM team and following defined escalation procedures