Lead staff members through service delivery transformation.
Work closely with new incumbent supplier to ensure contractual obligations and SLA’s are being met.
Derive metrics to demonstrate and measure delivery improvement and fiscal responsibility.
Direct the overall deployment and activities of their staff and facilitate the resolution of situations brought to their attention that impact the cost, schedule or technical parameters of projects and key efforts.
Manages all deliverables and obligations related to application operation; application maintenance and support; and application release management for assigned application portfolio.
Manages all outsourced managed services and cloud/hosted vendor contract SLAs related to application operation.
Ensures all applications in portfolio are monitored for performance and assured operations in alignment with all automated and non-automated department monitoring standards.
Establish and maintain effective working relationships with key clients.
Develop and utilize performance metrics to show process for service delivery and SLA adherence.
Help drive area transition to an agile delivery approach.
Integrate activities with business unit and other IT departments to ensure the successful implementation and support of project efforts.
Help to ensure successful delivery of key capital project implementations including seamless transition to steady state support.
Effectively manage and control maintenance, outside service, and project costs.
Lead the development of road maps for key applications to ensure application resiliency and provide added business value.
Evaluation of root cause technical solutions proposed by the supplier; striving for elimination of technical debt.
Coordinate preparation of statements of work and specifications, estimation of product / service costs and pricing, and negotiation and administration of contracts.
Negotiate IT’s interests and manage external vendor, contractor and material contracts.

Requirements

Bachelor’s degree from an accredited four-year college or university with a focus in computer science, computer information systems or a closely related area.
A minimum of 10 years related experience is required of which (5) five years includes supervisory/leadership responsibilities.
A minimum of (5) five years related experience managing outsourced IT managed services providers or similar experience.
A minimum of (5) years’ experience supporting COTS and other application software solutions or similar experience.
Knowledge and experience working within an agile framework a plus.

Benefits

competitive total rewards program
overview of benefits programs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

application operationapplication maintenanceapplication release managementperformance metricsagile deliveryroot cause analysiscontract negotiationcost managementservice delivery transformationoutsourced IT managed services

Soft Skills

leadershipcommunicationrelationship managementproblem-solvingorganizational skillsnegotiationteam managementfiscal responsibilitycollaborationadaptability

Certifications

Bachelor’s degree in computer scienceBachelor’s degree in computer information systems