Service Delivery Manager
| Company | Arch Capital Group |
|---|---|
| Location | Morristown, NJ, USA, Raleigh, NC, USA, New York, NY, USA |
| Salary | $100000 – $129500 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years of experience working in IT organizations
- 5+ years of hands-on experience with product, project, or portfolio & program management
- Exceptional skills in project leadership, time management, facilitation, and organization
- Experience communicating with End Users
- Experience in managing stakeholders
- Outstanding knowledge of IT service management and change management principles
- Ability to make decisions in a fast-paced, deadline-driven, and rapidly changing environment
- Broad understanding of usability and user experience best practices
- Experience delivering enterprise class software products to a global audience
- Strong diplomatic and consensus building skills
- Experience with JIRA and Project Planning / Road mapping software
- Experience with ServiceNow
- Experience with Reporting and Analytics
- Demonstrated experience with managing End User-facing projects (Site build outs, Equipment lifecycle / refreshes, new technology implementations, etc.)
- Experience with executive and stakeholder presentations and status reviews
Responsibilities
- Build and maintain strong relationships with end users and business sponsors, understanding their goals and motivations, and shaping the technology roadmap to meet business objectives
- Partner with business and technical teams to plan and prioritize projects, service delivery, and specific release content
- Partner with leaders to envision, strategize, develop, and maintain services roadmap
- Strategize, implement, and maintain program and project initiatives that align to organizational objectives
- Perform research, validation, and whitespace analysis to identify new opportunities for existing and new features, functionality, or services
- Understand and develop business cases, including cost/benefit estimates, trends, competitive and risk analysis, service industry best practices, and product initiative timelines
- Plan and prioritize services, features, and requirements from conceptual stages through product life cycles
- Develop program intake and assessment protocols for evaluation and improvement
- Collaborate with IT engineering and operations teams to ensure consistent execution of plans
- Oversee multiple project teams. Identify risks and opportunities across the portfolio
- Work closely with initiative sponsor, cross-functional teams, and assigned IT managers to develop the scope, deliverables, required resources, work plan, budget, and timing
- Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
- Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
Preferred Qualifications
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No preferred qualifications provided.