Service Delivery Manager

Milestone Technologies is looking for an IT Service Delivery Manager with experience coordinating, planning, tracking, and managing projects involving enterprise scale platforms and complex integrations. This role leads technical, enterprise level initiatives by providing direction, and executing project work-streams and follow-up to ensure projects are delivered within scope, on time, and within budget. The SDM ensures requirements are met and completed while meeting quality for operations and establishing documented processes and service ownership for after the project ends. This position leads to using a variety of project management practices, including waterfall and agile, to help the team keep a delivery and learning cadence that remains focused on delivering value against the product vision. The SDM supports the ability of the team to deliver value by performing outward-facing tasks such as financial tracking, stakeholder relationships (supporting the product owner), and reporting to a wider organization.

How You Will Make a Difference:

• Drives large-scale projects and collaborates with employees, leadership, clients, and other internal and external stakeholders

• Creates and maintains project management artifacts (e.g., plans, WBS, budgets, forecasts, resource tracking, schedules, change requests) and ensures the project requirements are defined and the project teams meet the project objectives

• Allocates resources and provides teams with the necessary support to address impediments.

• Works with Product Owners to plan release schedules from the technology perspective (e.g., coordinate teams for delivery against release schedule)

• Works with stakeholders to create high-level preliminary release and project delivery plans for product features

• Manages delivery team metrics to evaluate progress against delivery milestones

• Aggregates individual product team status into portfolio-level risks, assumptions, and interdependencies

• Reports on overall delivery status to program leadership and various stakeholders

• Ensures effective communication, collaboration and team engagement in initiatives that cut across portfolios and products

• Establishes and organizes application development plans that align with the goals and strategies

• Applies standard techniques and tools to carry out analysis and performance monitoring activities for specified products

• Supports problem resolution, resolves issues and acts on feedback and usage of in-life products.

• Provides input to the requirements baseline

• Investigates, manages, and applies authorized requests for changes to baselined requirements, in line with change management policy

• Sets clear expectations for self and others and takes appropriate actions to ensure obligations are met

What You Will Need to Succeed:

• Minimum 5 years of experience as a Delivery Manager and/or Program/Project Manager delivering complex large-scale projects

• Proven track record for the successful delivery of projects and working cross-functionally with business and IT

• Strong process knowledge of SDLC and experience leading teams using Agile and Waterfall

• Ability to create and manage detailed project plans showing the critical paths, dependencies, constraints, and resource assignments

• Understands Resource Management and the value of resource management and may practice one or more behaviors associated with the skill

• Experience working with Financial Control systems such as SAP, Oracle Financials, IBM iSeries, and various Material Management systems

• Working knowledge of ServiceNow Project Portfolio Management module

• Proficient with Google collaboration applications: email, spreadsheet, document, presentation

• Experience with Smartsheet for project scheduling

• Bachelor's degree, preferably in a technical field (CompSci, MIS, Engineering)

Physical Demands and Work Environment:

• Ability to safely lift, push, pull, and move items weighing up to 50 pounds.

• Ability to walk, squat and climb for extended periods of time.

• Ability to work in environments that may include areas reaching temperatures of 90+ degrees Fahrenheit at times.

• Travel required up to 100% of the time.

• Valid REAL ID or other federally accepted identification for U.S. travel.

• Ability to work overtime and/or weekends as required.

• Current valid driver’s license and ability to pass a Motor Vehicle Record Check.