Service Delivery Manager Lead

Indianapolis, IN, United States

** Service Delivery Manager Lead**

**Job Category****:** Information Technology **Requisition Number****:** SERVI003631 Showing 1 location **Job Details**

**Description**

At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

**Job Summary**

Responsible for management of internal and external teams within various towers, management of the delivery of services within the towers including the managed services organizations, ensuring the timing and quality of deliverables within the towers, and ensuring that the financial objectives are met by our service delivery teams

Responsible for the management of third-party application development and support vendor teams to ensure the delivery of services to meet schedule, quality, and budget objectives. This role

- drives delivery improvement opportunities

- provides real-time feedback to key stakeholders

- Manage the consistent communication

- provides periodic status reporting and manage delivery escalations

- Identify cost saving opportunities

- Partner with IT Business Operations team for smooth invoice processing

Primary Responsibilities:

* Manage and coordinate IT services and activities to assure effective enterprise resources are provided to the organization with in-house and commercial service management staff

* Manages multiple programs and deliverables, and the coordination and direction of third-party partner relationships

* Studies problems and capabilities, and develops solutions and strategies for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency

* Analyze key performance indicators to ensure services are delivered within SLAs

* Responsible for identifying, evaluating, and maintaining continual improvement opportunities from service desk and enterprise systems; improving quality and reducing costs.

* Prepare, document and communicate various reports of application development, production, operation, performance, and down time

* Partner with ePMO leadership to mitigate the project delivery risks

* Recommends changes in programs, processes, routines, and quality control standards,

* Key Stakeholder in the selection of managed service providers and the integration of those providers into a global service strategy

* Responsible for the ensuring communication and training materials

* Accountable for driving increased utilization of our third party capabilities

* Lead continuous Improvement Programs

* Drive the Monthly Service Reviews and Weekly Updates

* Being proactive to remove the delivery blockers

* Perform day-to-day operations of the IT Infrastructure Disaster Recovery program working closely with our managed service provider to ensure all components undergo regular DR testing

* Continually strive to enhance the DR program by maturing the program ability to more quickly recover in the event of a disruption

* Manage High Availability (HA) program to ensure periodic testing of all HA enabled systems

* Manage infrastructure tools and NOC along with internal and external resources

* Ownership of the budget for subject area including forecasting, annual capital/expense submittals and monthly tracking

**Job Requirements**

Required Education and/or Certifications

* 10 years of relevant IT services delivery experience, or equivalent combination of education and work experience in technology, service management, and operations,

Recommended Education and/or Certifications

* Bachelor of Science Degree or higher; Management and/or Computer Science major desirable or 10+ years of proven work experience

* Familiarity with Gartner (or similar) vendor management strategies and frameworks is a plus

Required Work Experience

* Experience implementing enterprise-wide systems and applications utilizing project management best practices and methodologies

* 10+ years of experience managing and leading teams, contractors, delivery professionals in an in-house, on-shore, and near/off-shore environment

* Or any combination of education and experience which would provide an equivalent background

**Salary Band**: 07B

As a condition of employment, OneAmerica requires that all new hires who receive a job offer on or after Jan. 17, 2022 provide evidence of vaccination against COVID-19 within the first week of their employment with OneAmerica, unless an exemption has been granted as an accommodation due to the individuals medical condition, sincerely held religious belief, or other legal requirement. Once employment begins, new associates will be required to submit proof of COVID-19 vaccination through the confidential and secure HR Service Center process within their first week of employment. If a new associate is unable to be vaccinated against COVID-19 due to a medical condition or sincerely held religious belief or other legal requirement, the associate will have two weeks after an offer of employment has been accepted to submit a request for an exemption for review and consideration by OneAmerica.

Due to the COVID-19 pandemic, the majority of OneAmerica associates are currently working remotely in accordance with our safety protocols. The selected candidate will be expected to temporarily work remotely for an unspecified period of time as determined in OneAmericas sole discretion. When normal business operations resume, the selected candidate will be expected to physically return to work in the office located in Indianapolis, IN.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individuals race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.

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