Service Delivery Manager-1

Seattle Children's Hospital • Seattle, WA

6d

About The Position

The Service Delivery Manager (SDM) provides review and direction for vendor activities, ensuring that the vendor's performance against agreed-upon service levels agreements (SLAs) and quality metrics meet expectations. The SDM monitors the day-to-day vendor operations and delivery, examining measured results for problem determination, root cause analyses and works with vendor on continuous improvement. They track and ensure appropriate actions are taken to correct failed activities, functions or processes. The SDM acts as a key liaison between internal and vendor teams. The SDM ensures that incident management and responses are followed appropriately and that a high degree of visibility into issue investigation and resolution occurs during the incident. The SDM also monitors progress against project deliverables being delivered through exclusively the vendor or in combination of vendor and other parties representing Seattle Children's. This role requires a strong understanding of IT service management processes, excellent communication skills, and a customer-centric approach. This is a highly technical Service Delivery Manager role focused on ensuring smooth IT operations between vendor partners and Seattle Children's Hospital. They will act as the main point of contact, guaranteeing top-notch service delivery and exceeding client expectations. This demands a strong technical foundation in IT infrastructure (think Networking, Desktop Support, Telecommunications, Virtualization, and Cloud computing) and the ability to work closely with Seattle Children's architecture team to plan for future IT needs. Collaborating with vendor technical teams will be essential to ensure services align with agreements, while proactively addressing risks and constantly improving processes. Though this role will be responsible for managing multiple initiatives and projects, it's not a project management role. This role prioritizes a deep understanding of IT infrastructure and the ability to translate business needs into technical solutions.

Requirements

• Bachelor's degree in IT, Business Administration, related field, or equivalent experience
• Minimum of 5 years of experience in service delivery management, vendor management or equivalent experience
• 5 years experience and knowledge of project management practices, including project planning and risk/issue analysis/management
• Strong technical background with in-depth knowledge of IT infrastructure domains such as networking, server virtualization, cloud computing, and storage

Nice To Haves

• Experience with IT service management (ITSM) frameworks, such as ITIL

Responsibilities

• Provides review and direction for vendor activities
• Ensuring that the vendor's performance against agreed-upon service levels agreements (SLAs) and quality metrics meet expectations
• Monitors the day-to-day vendor operations and delivery
• Examining measured results for problem determination, root cause analyses and works with vendor on continuous improvement
• Tracks and ensure appropriate actions are taken to correct failed activities, functions or processes
• Acts as a key liaison between internal and vendor teams
• Ensures that incident management and responses are followed appropriately and that a high degree of visibility into issue investigation and resolution occurs during the incident
• Monitors progress against project deliverables being delivered through exclusively the vendor or in combination of vendor and other parties representing Seattle Children's
• Collaborating with vendor technical teams will be essential to ensure services align with agreements, while proactively addressing risks and constantly improving processes

Benefits

• Seattle Children’s offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager