IT Service Delivery Lead
Job Purpose: The purpose of the Service Delivery Lead is to ensure the highest level of operational service for a technology related program(s). Will lead high priority initiatives characterized as enterprise/campus- wide, resource intensive, and critical to the overall operational success of the Institute. The Service Delivery Lead practices a range of capabilities including, but not limited to: project management, stakeholder satisfaction/experience, best practice research, communications, quality management, and continuous improvement.
- Serve as lead to other project members to ensure the highest level of operational service for a technology related program(s). Plan, implement, and track initiatives to drive continuous service and process improvement for assigned service domains.
- Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness.
- Develop and maintain strong stakeholder and solution provider relationships built on trust, delivery performance, proactive communications, and thought leadership.
- Establish and implement standard processes and procedures for all service domains. Leverage program management tools and processes to manage delivery, measure results, and produce reports in accordance with established service level agreements.
- Refine/Establish measurements, metrics and controls for overall goals and objectives of organization: report on trends and areas for improvement and identify key action plans that drive quality in service delivery.
- Capture, define and document business process models and related documentation with the goal of driving process repeatability and continuous improvement. Provide guidance, education and assistance to management and other staff on the development of process models and related artifacts.
- Identify opportunities for improvements in automated systems (current or future) that help align goals, objectives and measurements and the ability to easily produce data for informed decision making. Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends.
- Interface and communicate with project teams, management and stakeholders on a regular basis, to create a program culture of inclusion and transparency.
- Perform other related duties as assigned.
- Education: Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field.
- Work Experience: Five to six years of related experience.
- Certifications: N/A
- Skills: This job requires advanced knowledge of and skills in the development, installation and maintenance of IT systems typically of a high degree of complexity and/or having campus-wide scope and impact. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required.
Qualifications Preferred Qualifications: •Preferred Education: N/A
•Preferred Work Experience: N/A
•Preferred Certifications: PMP and IT Service Management Certification
•Preferred Skills: Understand the diverse needs of stakeholders and works with IT management to define new solutions and technology applications to serve them.
Partner with business and technology stakeholders on initiatives, including management of project intake process.
The ability to build trust and relationships with customers to support their research, administrative, and academic initiatives. Provide consultative support to faculty or staff on any and all technology relevant to their work (may include collaboration tools such as videoconferencing, emerging technologies such as virtual reality hardware and software, and multimedia applications).
Candidate should have excellent verbal and written communication skills, strong service orientation, and the ability to work well with other professionals in providing technical solutions.
Candidate should be able to resolve and prioritize multiple problems and project assignments quickly and completely with limited supervision.
The ability to evaluate monitoring and logging technologies and their impacts on production services.
Appropriately leverages and manages project managers to ensure that projects are delivered in a timely manner
Manages delivery and implementation of services with a lifecycle that includes strategy, planning, implementation, continual service improvement, and sunsetting of services.
Understands the ITIL fundamentals relating to service delivery
Primary focus will be on the two factor authentication service, but will also have responsibilities with other authentication and integration services.
•Strong knowledge of Linux operating systems Understanding of networking concepts relating to access control including DNS, firewalls.
Knowledge of general secure computing concepts such as firewalls, cryptography, and access controls. Knowledge of computer identity concepts such as authentication methods, multifactor security, account life cycle.
Familiarity with SQL databases and LDAP directories.
Familiarity with common authentication concepts such as federated logins, SAML, web redirects. Additional Information: N/A Impact & Influence: This position will interact on a consistent basis with: Unit members, Campus units, Faculty, Staff, Students, Institute Affiliates, Contractors, and Vendors; Third-Party Solution Providers. This position typically will advise and counsel: Same as above. This position will supervise: NA.
Department Description The Office of Information Technology (OIT) provides information technology leadership and support to the Georgia Institute of Technology, working in partnership with academic and business units to meet the unique needs of a leading research university. OIT serves as the primary source of enterprise-wide information technology and telecommunications services in support of students, faculty, staff, and researchers. Services and resources range from operating and maintaining Georgia Tech's leading-edge wired and wireless networks, which provide Internet and research network connectivity, to protecting the integrity of the Institute’s data and critical administrative systems.
The Enterprise Information Systems (EIS) Directorate is comprised of several key groups working cooperatively together to implement, enhance and support the strategic institute initiatives and projects related to Georgia Tech’s enterprise administrative/business and academic information systems.