Delivery Manager, Front Office Applications

Job Summary:



* Are you a passionate people leader with in-depth knowledge and a proven track record of leading support teams to deliver first-class resolutions that delight their customers?  Are you also a strategic thinker who can recommend process improvement and drive strategic initiatives? 


* Do you want to join the global talent and staffing solutions leader, where our employees come first?  


* Do you thrive in a fast-paced and innovative environment, and love to learn new things? 


* The Delivery Manager (DM) for Support Services & Transformation Projects Services is responsible for planning, leading, organizing, and motivating the Support teams within the Connected and Onboarding Experience Programs to achieve a high level of performance and quality in delivering exceptional support and business value to users. 


* At an enterprise level, the Delivery Manager will be leading and managing large, complex enterprise-level projects/initiatives consisting of multiple Agile teams and/or requiring integration with other activities outside the scope of the Agile teams. 


* At a team level, playing a consultative role to help put in place the appropriate people, processes, and tools and coaching members of the team as needed to optimize the efficiency of the project team, helping agile teams be successful and on a solid path of continual improvement. 

Essential Functions:



* Provides thought leadership and direction to all aspects of products and services, and partners with peers to ensure roadmaps align with business strategy 


* Establishes direction and a clear sense of meaning to inspire teams in creating their connection and passion to the business goals; orients others around a shared vision 


* Manages concurrent, high-visibility products/projects/services using agile methods in a fast-paced environment that may cross multiple business divisions; blends traditional project management principles and practices with agile development approach to fit large, enterprise-level initiatives 


* Act as an escalation point for critical production issues, ensuring appropriate timed communications, ensuring the team provides updates and resolution within the appropriate service level agreements, and handling major incidents.

 


* Investigate root causes, implement corrective measures, document actions taken, and provide one-page overviews of defects 


* Identifies risks, mitigation plans, operational readiness criteria, deployment success factors, and drives deliverables for production launches 


* Develops/maintains methods to measure customer satisfaction; obtains feedback to ensure that efforts are meeting customer expectations for time, cost and quality 


* Maintains overarching responsibility for executing best practices approaches and methodologies (ex:  ITIL, Agile/ Scrum, SDLC, SOA, etc.) for the support and sustainability of solutions

Responsibilities

Supervisory ...