Digital Services Delivery Manager
Argus a subsidiary of Aflac
Tampa, FL 33607
Full-time
Job details
Job Type
Full-time
Full Job Description Job Summary
This role is responsible for both reactive root-cause analysis and proactive trend analysis. Responsible for the management of Problems to ensure that problems are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems. Also responsible to co-ordinate with Service Desk and relevant parties in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and users to ensure accurate and appropriate communications during Major Incidents. Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc.; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
Summary of Essential Job Functions
• Manage Problems: Ensure that major problems are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
• Major Incident Management: Coordinate with Service Desk and Incident Co-coordinator in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents
• Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc. Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. Operationalize data monthly by loading, validating, and reviewing on timely basis.
• Customer Interface: Delivering & managing high standard communications across the business and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to business users across the organization; provide a practical representation of the business users view within IT and the Service Center; attend customer meetings, review SLA performance, take part in new projects and represent the Service Center viewpoint and input
• Post Mortem Reviews: Call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner
• Translate executive vision into technical requirements and subsequent deliverables.
• Gather functional and business requirements and rapidly translate that information into a working set of operational and financial models, dashboards, and management reports.
• Collaborate with IT Leaders on performance and service metrics, and service management initiatives.
• Document new processes and procedures for data management
• Analyzes the development and implementation of integrated IT initiatives to support business strategies
• Partnering with analytical firms to create business and technology strategies that meet short-term goals and position company for long-term success
• Communicates frequently with management, providing feedback, recommendations and operational focus
• Applies the Agile principles of Scrum to daily operations, generates agile compliance reports for department leadership.
• Analyzes data for integrating high quality, low cost services across multiple businesses and customers
Required Knowledge, Skills and Abilities
• Data Standards
• ITIL
• IT Service Management
• SDLC
• UML (Unified Modeling Language)
• Project Management Tools
• Technology Business Management
• SCRUM
• Budget Administration & Management
• Strategic Framework Development
Education & Experience
• Bachelor’s degree in Computer Science, Information Systems or related field required
• Scrum Master certification or equivalent professional training preferred
• Five or more years of relevant technical and business experience (may require in-depth knowledge of one or more industries)
• Five years of experience in a complex business environment involving multiple business issues
• Experience in working with cross-functional teams and the flexibility to deal with people at a variety of levels (internally and externally)
• Demonstrated ability to launch and deliver multiple IT projects on time and within budget
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.