Service Delivery Lead IT BSD Outsourced Run App Support

Overview

Responsibilities

• Maintain relationship with outsourced partner to ensure the effective delivery of services in scope and act as contact person with IT partner regarding service delivery requirements, issues, changes and performance.
• Manage and oversee performance relative to Service Level Agreements. Conduct regular service reviews; follow escalation procedure where appropriate.
• As operational problems occur, review recovery and permanent fix plans; Follow up on root-cause and trend analyses to identify areas of improvement in services in scope.
• Review and authorize work orders / requests and ensure that all required ConEdison approvals are obtained.
• Oversee operational change management: review change requests, participate in change meetings as required, approve changes within decision making authority, administer change freezes, review and approve post implementation reviews and reporting.
• Ensure IT partners performance of any compliance and controls items.
• Support the appropriate implementation of Transition, Transformation and continuous improvement initiatives.
• Support IT process improvement including recommending opportunities for systems or process improvements.
• Perform other related tasks and assignments as needed.

Qualifications

• Master's Degree and a minimum of 2 years relevant full-time work experience or
• Bachelor's Degree and a minimum of 3 years relevant full-time work experience.

• Bachelor's Degree in IT, Computer Science, Business Administration, Engineering or decision sciences including mathematics, analytics and/or quantitative methods and a minimum of 3 years relevant full-time work experience in developing applications/databases, troubleshooting technical issues, and knowledge of project management methodology including supervisory experience.

• Extensive experience working within an IT organization supporting delivery of business-critical services, preferred.
• Strong background in application support and operational issue resolution, ensuring minimal service disruption, preferred.
• Proven ability to lead meetings, coordinate stakeholders, and drive alignment across IT and business teams, preferred.
• Demonstrates strong work ethic, integrity, and accountability in managing service delivery outcomes, preferred.
• Skilled at managing shifting priorities and multiple assignments while meeting schedule and budget expectations, preferred.
• Experience leading application support teams to maintain high service quality and performance, preferred.
• Hands on experience developing applications/databases, providing deeper insight into technical service issues, preferred.
• Proficient in managing supplier/vendor contracts and ensuring adherence to SLAs, performance targets, and compliance requirements, preferred.
• Possesses formal Project Management and/or Business Analysis skills to support planning, transitions, and continuous improvement initiatives, preferred.
• Experienced contributor to medium- to large-scale system development projects, with strong technical understanding supporting effective service oversight, preferred.

• Effective negotiation skills
• Effective interpersonal skills
• Strong written and verbal communication skills
• Excellent organizational skills
• Demonstrated problem solving skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

• Driver's License Required

• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.
• Flexible and able to work off-hours to support deployments, resolve production problems or respond to corporate emergencies, as needed.