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Senior Technical Delivery Manager

Company: Ciber Global LLC
Location: Atlanta
Posted on: October 13, 2019

Job Description:

Make a difference Ciber Global wants you. Come build new things with us and advance your career. At Ciber Global you ll collaborate with experts. You ll join successful teams contributing to our clients success. You ll work side by side with our clients and have long-term opportunities to advance their top priorities. Position Summary:

  • The Delivery Manager of the team is the primary client point of contact, and responsible for execution of the Operations program.
  • The Manager is responsible for a successful delivery of IT services, operational initiatives, project, and client management.
  • The Manager leads, coaches, and develops a team of consultants both Onshore and Offshore with a focus on solution delivery, operational support, process improvements, and meeting/exceeding SLA.
  • Additional responsibilities include an active role in IT Change Management, IT Problem Management, and IT Release Management.
  • The Delivery Manager utilizes ITIL Best Practices to improve IT services management processes.
  • Establishes and operates a Continual Service Improvement (CSI) program to improve customer system stability and availability, team productivity, and overall cost of support.Essential Responsibilities:
    • Execute Service Management process and solutions to support the assigned operational functions.
    • Create and Maintain staffing schedules for both Onshore and Offshore consultants.
    • Act as the escalation point for the operational support with around the clock accessibility.
    • Work with the Product and Service Owners, as well as the client Operational Support organization to define, comply, or adapt to the service management requirements.
    • Manage organization change control activities for production and non-production change environments using established procedures.
    • Communicate service delivery performance status, concerns, and risks to client business and IT support team managers and promote service improvement recommendations.
    • Ensure work practices are in line with all audit, security and regulatory requirements and client/company policies.
    • Identify and prioritize improvement opportunities and establish Service Improvement Plans (SIPs).
    • Own the relationship with both IT and business's functional area leaders.
    • Partner with respective IT and Services Managers to ensure alignment and drive operational efficiencies.
    • Develop and drive the CSI for the service area.
    • Communicate the CSI vision with key stakeholders and team.
    • Identify frameworks, models and standards that will support CSI activities.
    • Present improvement recommendations to stakeholders and senior management
    • Provide direct &/or indirect oversight of individual assigned delivery team members.
    • Performs a significant role in leading and coaching direct and/or indirectly managed consultants to support the engagement, including individual growth and development of succession plans for the engagement.Minimum Experience and Qualifications:
      • A minimum five years of experience in managing a 24x7 infrastructure operations support team in a Global Delivery model with a leading IT Services organization is required.
      • Knowledge of key technologies deployed and used by large Enterprise IT is a must.
      • A minimum five years of experience in the following areas is required.
      • ITIL Foundation Certification and knowledge of IT Service Management (ITSM) as aligned with the ITSMF USA best practicesIT/Business liaison role managing, relationships with client service and business management partners.
      • Managing and delivering on complex IT programs including but not limited to cloud migrations and on-premise systems maintenance and migrations.
      • Infrastructure support for Applications development and production support services at the Middleware layer.
      • Managing to a stringent SLA and KPI metrics.
      • Enterprise IT Service management tools (i.e. ServiceNow, Remedy, Jira, Bugzilla, VersionOne).
      • Demonstrated Project Management experience.
      • Resource Planning and Performance Management of associates.
      • Three to five years using Microsoft Excel for metrics collection, evaluation and reporting of KPI and SLA data.Preferred Experience and Qualifications:
        • Proven record of presenting recommendations to senior leadership, executing organizational change, and measuring operational and business results.
        • Experience with Service Now or a leading Enterprise Service Management Tool.
        • Knowledge of Resource Planning and Shift Scheduling tools.
        • PMP Certification is a plus.Preferred Technical Experience and Qualifications:
          • Deployment and configuration management.
          • Chef, Puppet, Jenkins (a subset), Docker, Kubernetes and container management.
          • Load Balancing and Network Traffic Management.
          • AWS: Elastic Load Balancer from AWS ;On-Prem: F5, A10, Nginx, and web proxies.
          • Azure: Azure Service Fabric and Load Balancer (new: aks / Kubernetes).
          • Content Delivery Network and Edge Computing (Akamai, Amazon CloudFront, Azure CDN, CloudFlare )Infrastructure Scripting (Linux shell tools: bash, sh, ksh, etc.,
          • Windows Shell tools: bat, PowerShell, Ruby, Perl, Python,
          • On-premise server systems administration with Linux and Microsoft Windows systems, including load-balancing, availability management, and capacity management.Qualification:
            • Bachelor s Degree in related discipline and/or demonstrated capability to perform job responsibilities through previous experience and education. At Ciber Global our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks. Ciber Global is an Equal Opportunity Employer Minorities/Females/Gender Identity/Sexual Orientation/Protected Veterans/Individuals with Disabilities. Find a purpose Help clients embrace emerging technologies. Create inventive solutions and meet intriguing client challenges. Solve, fix, design and innovate. Be a part of something bigger by helping clients go digital, create engaging customer experiences and transform their business. Move ahead Ciber is helping clients bring their innovation initiatives to life - come join us and make a difference! No matter where you are in your career, you can work to move to the next level. You ll work hand in hand with top-tier talent and be part of a team focused on the technologies that help clients compete and win. - provided by Dice

Keywords: Ciber Global LLC, Atlanta , Senior Technical Delivery Manager, IT / Software / Systems , Atlanta, Georgia

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