Service Delivery Manager

OneAmerica - Indianapolis, IN (30+ days ago)3.5


OneAmerica IT Associates leverage their information technology skills participating in and leading peer groups to create solutions meeting complex challenges. This position will lead collaborative groups to find innovative solutions to drive business value. Mentors junior resources and cross functional peers. Expected to formulate and implement changes to OneAmerica’s frameworks to meet changing business objectives.

Specifically, the Service Delivery Manager is responsible for the management of OneAmerica IT Infrastructure outsource service provider(s) and acts as a primary point of contact for IT Infrastructure services to OneAmerica. The SDM also acts as a liaison to the IT application development organization and OneAmerica business units for Infrastructure services and provides technical consultation and service support. The SDM takes responsibility for one or more service areas, managing to the service level agreements and ensuring outsourcing provider(s) adhere to contractual requirements.

Additionally, the Service Delivery Manager will:
Manage and resolve critical situations through effective communication with OneAmerica business units, IT project teams, IT operations and IT service provider(s).
Manage operational budget and assist with annual budget exercise.
Drive day to day operational and project activity with IT outsourcing provider:
o ITIL process management and integration/implementation

o Inventory and Asset management

o Backup/Restore and recoverability management

o Tooling and monitoring of environment

o Cloud / Hosted / SaaS solutions

Knowledge and Skills Required for this Role:
Understanding of COBIT v5, IT Service Management (ITSM), ITIL v3, and continuous improvement including Lean and Six Sigma.
Understanding of SSAE16 (i.e., SOC1) compliance requirements and management.
Implementation and management of ITIL Service Transition and Operations processes.
Technical experience with two or more of the following technical areas: VOIP/Voice related technologies, monitoring and automation tools, disaster recovery, mainframe, distributed/midrange platforms, field services, service desk, storage, network, data center environments, messaging (Exchange/Lync/Sharepoint), iSeries, Backup/Recovery, Wintel/Linux Computing, and/or Unix Computing.
Familiar with IT project management.
Expert in managing services in an environment with pre-negotiated Service Level Agreements and establishing continuous improvement of those agreements.
Ability to do first/second level solutioning scenarios.
Familiar with asset and license management and related budget activities.

Gateways required for this role:
Bachelor’s degree (BS, BA), Computer Technology, related technical discipline, or equivalent 10 years’ professional technical experience.
Master in Business Administration or a Computer Technology / Engineering field given additional consideration.
5 - 7 years industry experience.
3 - 5 years leading or managing a technical team.
Cloud / Hosted / SaaS solutions experience required.
ITIL v3 Foundation certification given additional consideration.
PMP certification given additional consideration.
Able to travel up to 20%.