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Service Delivery Manager

2 months ago

French Camp, United States SAN JOAQUIN COUNTY HEALTH COMMISSION Full time
Job DescriptionJob Description

The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

We are hiring a Service Delivery Manager to join our team

Must reside in California - Remote position.

What You Will Be Doing:

Under limited supervision, the Service Delivery Manager is responsible for managing multiple projects, budgets, and resources that vary in size and complexity for the Information Systems department. The Service Delivery Manager leads, defines, plans, manages, executes, and finalizes technical projects and efforts that require technical resources. Work is varied and complex and requires a moderate degree of discretion and independent judgement.

Supervises

Service Delivery Supervisor, Technical Analysts, Service Delivery Program Manager

Essential Functions:

  • Leads the creation of detailed requirements and communicates as appropriate.
  • Oversees management and reporting of project status to internal stakeholders, including management.
  • Mentors, guides and assists business units in the overall strategy of Agile Methodology including the processes of creation of user acceptance criteria, quality assurance test scenarios, product acceptance testing, and problem resolution related to project issues.
  • Proactively manages project activities and impediments in collaboration with IT leadership to ensure project timelines are met; takes timely and effective action as required.
  • Oversees the Service Delivery team to ensure the Identification and management of internal and external project resources.
  • Assists in the development, implementation and maintenance of best practice policies, procedures, standards, and other tools; facilitates use and understanding among stakeholders.
  • Participates in the development and implementation of department strategies and business plans.
  • Oversees all IT service delivery processes and ensures their effectiveness to meet business needs.
  • Drive the development and implementation of underlying IT processes and infrastructure, to
  • direct continuous improvements across supporting teams to meet compliance requirements.
  • Serves as an escalation point for customers and coordinates critical incident response for the
  • organization.
  • Partners and collaborates with teams to deliver an IT Service Management program with a
  • coordinated set of continuous improvement initiatives.
  • Defines project objectives, scope and success measures in collaboration with Director and/or project sponsor.
  • Conducts and communicates project post mortems, including the identification of successes and areas for improvement; incorporates into future projects.

What You Have:

Education and Experience

  • Bachelor’s degree in Business Management or a related field; and
  • Six years of Information Technology project management experience; and
  • Experience with information technology strategies and implementations; or
  • Eight years of experience in project management/leadership/or progressive analytical positions in healthcare and/or managed care and/or Medi-Cal/Medicaid
  • Equivalent combination of education and experience.

Licenses, Certifications

Required

  • Project Management Institute (PMI) Project Management Professional (PMP) certification; and
  • Agile Certified Scrum Master certification are required.


What You Bring:

Knowledge, Skills, Abilities and Competencies

  • Expert knowledge of and ability to apply the principles and best practices of service delivery for long/short-term projects, including but not limited to project lifecycle, scope definition and management, planning and scheduling, monitoring, communication cycles, project team and risk management.
  • Strong skills in budget development and management, with demonstrated ability to bring multiple projects in on time and on budget.
  • In depth knowledge of and ability to leverage standard Information Technology and Agile project development methodology in order to initiate, plan, execute, and close business and technology projects and efforts.
  • Knowledge of requirements best practices with ability to understand and translate requirements, and work with business and technical analysts to derive requirements and prepare the requirements into deliverables.
  • Strong analytical skills including the ability to perform complex data analysis on project data or information such as: Resource plans, tasks, impediments, and budget to provide data driven analytics and Information Technology.
  • Strong knowledge of data management technologies such as databases, Extract Transform Load (ETL) processes, Structured Query Language (SQL), and related application or process improvement development efforts.
  • Expert knowledge of technology capability and related functions such as the Software Development Life Cycle (SDLC), Electronic Data Interchange (EDI), database driven development, and network or systems infrastructure.
  • Produces work that is accurate and complete.
  • Produces the appropriate amount of work.
  • Actively learns through experimentation when tackling new problems, using both successes and failures to learn.
  • Rebounds from setbacks and adversity when facing difficult situations.
  • Knows the most effective and efficient process to get things done, with a focus on continuous improvement.
  • Strong problem-solving, with ability to determine key issues, develop effective action plans and implement to successful conclusion.
  • Time management and organizational skills. Uses time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Can attend to a broader range of activities. Meets deadlines.
  • Strong leadership skills, including but not limited to the ability to influence without authority, establish direction, build alliances and relationships, maintain diverse effective teams, and motivate others.
  • Ability to lead an Agile Scrum team for various types of application development and operational projects as the Scrum Master.
  • Strong coaching/counseling skills, with the ability to function as a mentor to service delivery team members.
  • Strong interpersonal skills to effectively ensure interaction with individuals both inside and outside of HPSJ; relates openly and comfortably with diverse groups of people.
  • Strong oral and written communication skills, including the ability to communicate professionally to diverse individuals and groups inside and outside of HPSJ. Includes presentations, with ability to tailor presentations to a specific audience.
  • Commitment to and ability to facilitate the adoption of HPSJ’s strategy, vision, mission and values.
  • Strong knowledge of change management theory and ability to implement and manage effectively.
  • Advanced skills in Word, Excel, PowerPoint.
  • Ability to speak and be understood in English.
  • Ability to handle confidential information with appropriate discretion.


What You Will Get:

HPSJ Perks:

  • Competitive salary
  • Robust and affordable health/dental/vision with choices in providers
  • Generous paid time off (starting at 3 weeks of PTO, 4 paid floating holidays including employee’s birthday, and 9 paid holidays)
  • CalPERS retirement pension program, automatic employer-paid retirements contributions, in addition to voluntary defined contribution plan
  • Two flexible spending accounts (FSAs)
  • Employer-Paid Term Life and AD&D Insurance
  • Employer-Paid Disability Insurance
  • Employer-Paid Life Assistance Program
  • Health Advocacy
  • Supplemental medical, legal, identity theft protection
  • Access to exclusive discount mall
  • Education and training reimbursement in addition to employer-paid elective learning courses.
  • A chance to work for an organization that is mission-driven – our members and community are at the core of everything we do.
  • A shorter commute ­– if you’re commuting from the Central Valley to the Bay Area.

Visibility and variety – you have a chance to work with people at all levels of the organization, and work on diverse projects.

We are an equal opportunity employer and diversity is one of our core values. We believe that differences including race, ethnicity, gender, sexual orientation, and other characteristics, will help us create a strong organization that is sensitive to the needs of those we serve. Employment decisions are made on the basis of qualifications and merit.

HPSJ provides equal employment opportunities to employees and applicants for employment and prohibits discrimination based on color, race, gender (including gender identity and gender expression), religion (including religious dress and grooming practices), marital status, registered domestic partner status, age, national origin (including language use) or ancestry, physical or mental disability, medical condition (including cancer and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military or veteran status, political affiliation or any other characteristic made unlawful by applicable Federal, State or local laws. It also prohibits unlawful discrimination based on the perception that anyone has these characteristics or is associated with anyone who has or is perceived to have these characteristics.

Important Notice: This job description is not a contract between HPSJ and the employee performing the job. The duties listed in the job description may be changed at the discretion of HPSJ, and HPSJ may request the employee to perform duties that are not listed on the job description.