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IT Service Delivery Manager in Knoxville, Tennessee, US at TeamHealth

Date Posted: 7/11/2019

Job Snapshot

Job Description

JOB OVERVIEW

The Service Delivery Manager serves as the person accountable for technical issues with production solutions and is responsible for ensuring an excellent business partner experience when issues arise. The Service Delivery Manager acts as a liaison between business and technical resources to ensure that service requests, bug fixes, and minor enhancements follow a standard process of intake, processing, prioritization, execution, and delivery. The Service Delivery Manager works with business partners to determine reproducible steps for issues and requirements for requests, and then leads a team of offshore resources (and some limited onshore resources) to execute necessary changes and manage expectations and timelines.

This position will require a non-traditional schedule, including early morning or evening hours to coordinate and communicate with offshore resources.

ESSENTIAL FUNCTIONS

  • Establish and maintain strong relationships with key business partners, team members, and other stakeholders so that EIT has clear lines of communication in place to support production solutions.
  • Work with the EIT Service Desk to improve issue handoff and communication practices and standards.
  • Lead a team of offshore business analyst and software engineering resources in investigating and executing service requests, bug fixes, and minor enhancements.
  • Work with business partners to fully understand root causes of issues in order to identify and effectively address underlying problems to drive better resolutions.
  • Provide technical direction and leadership for software engineering resources, including performing and coordinating code reviews to ensure that standards and best practices are followed.
  • Serve as the primary contact for offshore resources to assist them with technical and business questions or, if needed, to connect them with other internal resources who can provide additional assistance.
  • Serve as a liaison between business and technical resources, effectively bridging technical and business languages, viewpoints, and capabilities to create a clear, shared understanding of issues and requirements.
  • Regularly review production solutions to ensure they are operating as expected to deliver the intended results and work with teams to implement corrective actions when needed.
  •  Responsible for maintaining and updating skills by participating in educational opportunities consistent with the technologies and methodologies established at TeamHealth.
  • Responsible for completion of all documentation processes and project and time tracking efforts in a timely manner.

 

Job Requirements

JOB QUALIFICATIONS

  • Bachelor’s degree in business, information systems, computer science, or related field.
  • A minimum of 5 years of experience in enterprise service and solutions.
  • A minimum of 5 years of experience with C#, C, Java or other similar languages.
  • A minimum of 5 years of experience with relational database design and SQL.
  • A minimum of 3 years of experience with the Microsoft .NET development platform.
  • Strong interpersonal communication skills required, including the ability to work diplomatically with a diverse workforce.
  • Excellent oral and written communication skills.
  • Experience in coordinating simultaneous assignments by assessing project deadlines, establishing work priorities, and coordinating personal work schedules.
  • Experience with Agile and Scrum methodologies.
  • Resourcefulness, ingenuity, and maturity in decision making and problem solving.
  • Ability to work with minimal direction and supervision.
  • Strong organizational and analytical skills accompanied by flexibility to quickly adapt to a changing business environment.

PHYSICAL AND ENVIRONMENTAL DEMANDS

  • Position will require a non-traditional schedule with early morning or evening hours.
  • Duties are performed in a modern office setting.
  • Prolonged sitting, with prolonged work on a PC.
  • Serves as part of the on-call rotation.
  • May require some light travel.

This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, and fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week.

DISCLAIMER

Cooperative, positive, courteous and professional behavior and conduct is an essential function of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with co-workers, peers and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others as well as responding appropriately to job performance feedback from the supervisor. Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.