FirstBank Jobs

Description:

Delivery Manager - End User Support

As an organization, TEKsystems Global Services (TGS) provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada and India. Our model provides the ability to engage customers beyond staffing when asked for more ownership, capabilities, or methodology while enhancing client/consultant support. We partner with progressive leaders to create opportunity, accelerate business transformation and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full stack technology and talent services provider, we partner with our customers across the globe to own change. Join us. At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, high energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and our inclusive culture. We’re doers, looking for doers who do the right thing. Roll-up your sleeves thought leaders focused on creating possible. Team champions who declare success only when everyone achieves their ambitions. Sound like the career experience you’ve been searching for. We’re looking for a (Delivery Manager - End User Support) to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward. Let’s partner. Together, we can accomplish amazing things. Here’s what the opportunity supported through our TGS Talent Acquisition Team requires.

The Delivery Manager (DM) is responsible for planning, leading, organizing, and motivating agile Product and Service teams to achieve a high level of performance and quality in delivering exceptional business value to users. The Delivery Manager, End User Support, is responsible for the global delivery of these services to the enterprise. The candidate will be responsible for the oversight of the Service Desk, Deskside Support, ITSM and Service Now development in support of the Allegis Group Operating companies

Essential Functions: · Define and lead the ITSM process development and improvement roadmap for multiple ITIL framed processes to improve alignment and business outcomes for the Allegis Group Operating companies. · Responsible for operational support and the development of new capabilities relative to the Service Now platform. · Establish the strategy of the Next Generation Service Desk offering for Allegis Group. · Establish direction and clear sense of meaning to inspire teams in creating their own connection and passion to the business goals; orient others around shared vision; socialize agile and engage catalysts for culture change.

Define and oversee the sourcing strategy for service desk capabilities for global business operation. · Oversee the strategy on adopting emerging products, services, protocols, and standards in support of Service Desk technology procurement and development effort. · Provides thought leadership and direction to all aspects of services, partnering with Enterprise Architecture (EA) and Strategic Account Managers, to develop roadmaps and drive delivery consistent with plan. · Oversight of Service Level Agreement (SLA) management and contracts as they relate to outsourced operational support and software/hardware systems in partnership with Vendor Management organization. · Acts as a core member of the Corporate EO Leadership Team · Participates in work request assessments related to organization’s initiatives. Provides estimates (cost, duration) as required by the work intake process using a defined estimation model that provides confidence levels, assumptions, risks and communicates across all stakeholders.

Management responsibility for the team, including hiring, leadership, development and accountability for performance. · Act as Coach-Leader, coaching others in their development as leaders, catalyzing the growth of people’s capacity to embrace greater complexity, and focus on helping others bring out their own agenda for their development. · Assist in team development while holding teams accountable for their commitments, removing roadblocks to their work; leveraging organizational resources to improve capacity for project work; and mentoring team members.

Budget Responsibility: · Participate in Annual budget creation activities and ensures adequate funding to deliver on Service Levels. · Reviews and approves budgets and operational expenditures. · Shares fiscal responsibility for the organization’s technology investments and future planning of the organization’s spend, to avoid unnecessary and duplicative services and to maximize ROI. · Establishes clear cost-of-service model, and drives business cases for taking cost out of transactional processes through automation

Minimum Education and/or

Experience: · Bachelor’s degree in business, Information Systems, or equivalent; advanced degree desirable · Minimum of 15 years of Information Technology experience required. · Minimum of 10 years of leadership experience in Enterprise Operations · Expertise and previous experience in leveraging outside partners as the position will work closely with outsourced and offshore partners supporting the company's development and maintenance efforts. · Global leadership experience implementing world-class processes and systems that significantly improve business operations both locally and on a global scale · Experience with Agile/DevOps methodologies preferred

Skills/Abilities: · Outstanding conceptual, analytical and strategic skills and vigorous thought processes are required, as is the ability to balance strategic visions and execution capabilities to deliver results. · High level of intellectual ability and be able to demonstrate appropriate insightful problem-solving skills. · Excellent organizational, leadership, decision-making and communication skills are necessary to perform the functions as described. Incumbents must be adept at navigating the business, persuading, influencing and negotiating with others as necessary to effect change and providing strategic direction. · Strong business and financial acumen with a sense of shareholder responsibility is essential. · Must have a high level of interpersonal and communication skills and an exceptional ability to work well with others to effectively interact with internal customers and department staff. · Ability to build relationships, influence key decision-makers, and collaborate on a cross-functional team comprised of diverse personalities, skill sets, and levels of experience is required. · Balanced business/technical background to provide highly-credible leadership to development teams and to be able to accurately and objectively evaluate complex project risks and issues. · Ability to travel without restrictions (up to 15% domestic and international) · Solid understanding of and demonstrated experience in using appropriate tools such as Agile lifecycle management tools (Version One), MS Project, Visio and all Office tools.

Core Competencies: · Customer Service · Building Relationships · Business Knowledge / Organizational Acumen · Self-Motivation/Self Starter · Leading Self and Others

Skills:

Project management, Implementation, Service delivery, Infrastructure, Agile

Top Skills Details:

Project management,Implementation,Service delivery,Infrastructure,Agile

Additional Skills & Qualifications:

Excellent communication skills and people skills

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.