IT Service Delivery Lead
Job Title: IT Service Delivery Lead
Location: Atlanta, Georgia
Full/Part Time: Full-Time
Job ID: 220586
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. 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.Responsibilities
Job Duty 1 -
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.
Job Duty 2 -
Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness.
Job Duty 3 -
Develop and maintain strong stakeholder and solution provider relationships built on trust, delivery performance, proactive communications, and thought leadership.
Job Duty 4 -
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.
Job Duty 5 -
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.
Job Duty 6 -
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.
Job Duty 7 -
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.
Job Duty 8 -
Interface and communicate with project teams, management and stakeholders on a regular basis, to create a program culture of inclusion and transparency.
Job Duty 9 -
Perform other duties as assigned
Bachelor's Degree in Business Information Systems, Business Administration, Computer Science or related field or equivalent combination of education and experience
Five to six years of job related experience
Additional Preferred Qualifications
PMP and IT Service Management Certification Knowledge of Microsoft and/or Office 365 technologies Excellent communication, organization and presentation skills Knowledge of systems management and infrastructure technologies involving Linux and Microsoft platforms Knowledge of Active Directory, AD management tools and Group Policy Objects Understanding of enterprise IT components and concepts involving storage, load balancers, and backup systems Knowledge of virtualization technologies such as VMware ESX and/or Hyper-V, including Citrix Understanding of providing infrastructure services in an enterprise, distributed environment.
- Four or more years managing high visibility digital or software projects
- Experience planning, launching, and maintaining product backlogs for enterprise applications or software projects
- Experience balancing multiple priorities and owning a product backlog for enterprise applications
- Experience engaging with multiple stakeholders to plan product roadmaps and reporting progress and milestones to leadership
Master's Degree in Business Administration or related field or equivalent combination of education and experience
Experience managing projects in a SCRUM/Agile environment
Experience performing agile ceremonies such as sprint planning and backlog refinement
Experience working with Salesforce, Marketing Cloud, EDA, or Advisor Link
5 or more years working in the Higher Education or Non-profit industry
3 or more years managing projects and teams with collaboration tools such as JIRA, Microsoft Planner/Project, Workfront, or similar systems
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.
The IT Service Delivery Lead is responsible for the high level product backlog of the Salesforce platform at Georgia Tech. This person will manage multiple stakeholders and balance priorities to manage progress of enterprise applications built upon the Salesforce platform. Some applications include managing the enterprise Advising platform for campus and Marketing and Recruiting enhancements in Salesforce and Marketing Cloud. Also, the position will maintain the overall product backlog and roadmap and prioritize the implementation of new projects on the platform such as Enterprise CRM or Non-degree Marketing. The position will be responsible for managing renewals and licensing for key applications and working with external consultants or internal project managers that are focused on particular projects.