Service Delivery Manager

Manages a team of associates that is responsible for one or more areas. Responsible for managing project definitions, systems analysis and development. Responsible for priorities and schedules for the development of information technology applications, and for development and maintenance of systems standards and methodology. Responsible for hiring, salary and performance reviews, discipline, promoting and training of direct reports. Assigns, directs and reviews the work of direct reports.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

Leading and Managing People

• Provides technical assistance and direction to direct reports for proper testing techniques, design, analysis and coding principles.
• Balances the need to develop others with the need to meet other responsibilities.
• Helps others to resolve conflicting priorities.
• Attempts to increase system and organization knowledge of direct reports.
• Establishes clear direction and defines priorities for the team.
• Acts with integrity and respect.
• Accountable for personal and organizational excellence.
• Can have indirect reports, i.e. team leaders who also have direct reports.
• Establishes performance goals.
• Provides coaching, career development, and evaluations for direct reports.
• Fully understands company policies and procedures. Acts in accordance with all company policies and can explain them to associates.

Project Administration

• Creates, manages and is accountable for budget and monitoring of expenditures.
• Large project planning/design and supervision of project execution.
• Effective scheduling and prioritization of projects.
• Resource planning to support future initiatives and in proportion to project impact on the organization.
• Aids in the definition of user requirements in order to convert business needs to systems solutions.
• Manages cross-functional teams during project execution.
• Works as a team member.
• Provides estimates and councils users regarding project scope, timeline and deliverables.

Strategy

• Leads with foresight.
• Identifies priorities and commits resources accordingly.
• Embraces and champions change.
• Partners effectively with customers to achieve business direction.
• Develops innovative business practices that focus on the market and needs of the customer, both internal and external.
• Translates the vision and direction of the company into specific actions that others can take.
• Understands core IBM business and capabilities.
• Manages relations with one or more departments.

Subject Matter Expert 

• Investigates and develops alternative ways to accomplish goals when proven methods are no longer effective or are inefficient. 
• Keeps up-to-date on trends and developments in the market place and relevant technological areas.
• On-call support should be 7x24. Maintain level 2 on-call during rotation.
• Builds the needed infrastructure to follow through on strategic plans.
• Provides leadership during critical production issues.
• Applies key learning or insights to new situations.
• Addresses and ensures resolution of problems. Behavioral Competencies Communication
• Expresses ideas and suggestions in an organized and concise manner.
• Produces documents that are clear, concise and grammatically correct.
• Solicits and readily accepts constructive feedback.
• Presents feedback to others in a tactful manner.
• Maintains composure when addressing an adversarial or hostile audience.
• Addresses conflict directly, confidentially, and appropriately.

Decision Making

• Researches and collects appropriate data points for effective decision making.
• Readily makes recommendations and includes necessary documentation and material to support conclusions.
• Develops Innovative Practices
• Identifies new ways to use technology to improve work processes.
• Makes a significant contribution to improving work quality.
• Recognizes when it is appropriate to challenge the status quo and when it is not.
• Considers the possible outcomes and corresponding consequences when taking risks.

Works as a Team Member

• Supports team decisions to implement changes, suggestions, improvements, and solutions.
• Encourages and supports the exploration and application of best practices
• Offers assistance to others and shares information regardless of personal likes or dislikes.
• Enthusiastically participates in cross-functional efforts.
• Shares resources across teams to benefit the company's goals.
• Develops proactive working relationships across departmental/organizational boundaries.

Acts with Integrity & Respect

• Prevents personal conflicts from interfering with his/her objectivity.
• Consistently arrives on time for meetings and appointments.
• Accepts responsibility for the results of his/her decisions and actions.
• Communicates important information without compromising confidentiality. 
• Encourages diverse perspectives when discussing issues.

Supervisory Responsibilities:

• Effectively plans and communicates needs for resources to ensure goals are met.
• Invests in teaching others tasks rather than assuming person al responsibility for the tasks.
• Takes time to thoroughly explain a task or process when training others.
• Breaks down complex tasks into simpler steps that others can more easily follow.
• Balances the need to develop others with the need to meet other responsibilities.
• Gives direct reports additional responsibility as they demonstrate competence.
• Teaches others to solve problems by asking a series of questions and leading them to the correct conclusions.
• Clearly articulates role and expectations with team members.
• Follows up to ensure that major implementation milestones are met.
• Determines the appropriate amount of direct supervision necessary when assigning work.
• Establishes clear directions and priorities for individual associates.
• Helps others to resolve conflicting priorities.
• Meets with associates regularly to discuss goals, expectations, and performance.
• Adjusts his/her management style depending on the skills and needs of his/her associates.
• Gives both positive and constructive feedback.
• Takes ownership/responsibility for finding solutions to problems and implementing them.
• Balances the need to produce a high quantity of work with the need for product quality.
• Keeps up-to-date trends and developments in the market and relevant technological areas.
• Demonstrates a personal interest in direct reports' career success.
• Effectively uses individuals' mistakes and challenges as broader learning opportunities for the team.
• Clarifies and reinforces procedures in response to a pattern of mistakes or errors.
• Defines and communicates the expectations for success at different job levels.
• Requires associates to meet job expectations before providing them with growth opportunities or rewards.
• Effectively addresses behavior that undermines teamwork.
• Gives feedback in a way that minimizes defensiveness.
• Develops specific action plans to remedy subordinate performance deficiencies.
• Shares responsibility/blame for direct reports' mistakes.
• Establishes an environment that promotes a balance of work and personal life.
• Empowers others with the authority necessary to accomplish their objectives.
• Gathers sufficient information on job candidates to make informed hiring/promotion decisions.
• Maintains high standards when hiring, despite pressure to fill open positions.
• Considers candidates' hard and soft skills when making hiring decisions.
• Insists that customers work with capable subordinates rather than allowing customers to unnecessarily escalate decision-making.
• Continually focuses on improving the quality of customer service.
• Creates and uses measures to track the quality of services and products.
• Encourages associates to devise new ways to improve processes.
• Helps others understand the importance of a change, initiative, or program and visualize what it will look like when it is done.
• Allocates resources consistent with business strategies and priorities.
• Assesses the availability of resources before planning work for others.
• Delegates an appropriate amount of work to direct reports.

Minimum Knowledge, Skills and Abilities required:

• Bachelor's degree in Computer Science or Business Information Systems desired or equivalent work experience.
• Minimum 10 years experience in programming and systems design with a minimum of 2 years involving direct supervision of associates.
• Summarize the minimum kinds of knowledge, skills and abilities required to do this job:
• Demonstrates skills in design, analysis, project management and supervision.
• Organizes and analyzes user requirements at a professional level.
• Communicates well both orally and in writing.
• Accepts individual/team responsibilities and meets commitments. Takes responsibility for performance and actions.
• Creative in delivering value to systems solutions and customer/user requests. Anticipates and accepts change by capitalizing on opportunities that arise.
• Possess and displays leadership abilities.
• Basic knowledge of Microsoft Office, Visio and Project desired.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

• Solves complex problems where development of new solutions, methods, and systems will result in a major impact on the department's overall success.
• Analyzes problems quickly and develops business solutions to complex problems.
• Implements recommendations and see task assignments and see projects through to completion.
• Performs efficient and effective analysis and complete task level activities.
• Analyzes current methods and procedures, recommend and implement improvements.
• Communicates effectively by telephone and in group meetings and discussions. Provides and receives information accurately.
• Daily sitting, focusing on and operating a personal computer or terminal keyboard for over 120 minutes at a time.
• Communicates by telephone for more than 120 minutes on a daily basis.
• Writes using pen/pencil or personal computer keyboard for up to 120 minutes at a time on a daily basis.
• Communicates and is understood by others.
• Reads printed words and numbers in printed form and on computer/terminal monitor.
• Distinguishes objects or symbols at 20 feet or more and 20 inches or less.
• Ability to travel by air.

EQUIPMENT USED AND NECESSARY

• Calculator
• Personal computer or terminal
• Computer printer
• FAX
• Photocopier
• Telephone
• Overhead Projector General office environment
• Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time.
• Work is generally performed within an office environment, with standard office equipment available. 

 

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