Manager - Service Delivery - IT

Position Summary:

The Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high-quality application support, and to ensure service support and service delivery processes are in place to meet business needs. This role will act as point for multiple teams of combined McCormick and provider delivery resources organized into DevOps teams with end-to-end accountability across applications.

Key Responsibilities:

- Maintain high performing application support function, ensuring that the business needs are understood and delivered in each step of the delivery cycle to ensure the solution meets the Business Customer's needs, in close alignment with Business Solutions group and the delivery provider in compliance with SLA's."

- Monitor, control and support application service delivery; ensuring systems, methodologies and procedures are in place and being followed by the provider. Manage the detailed tasks required to deliver high-quality application solutions in accordance with the agreed AMS Delivery Methodology to achieve a consistently high standard of a solution delivery.

- Audit the TASD on planning and tracking of Define, Design, Configure and Test deliverables and ensuring stakeholders are regularly appraised of status and progress. Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

- Resolve day-to-day conflicts between business and delivery partner. Remove blockers to delivery and escalate issues when appropriate, ensure effective communication to all stakeholders. Out of hours support will be require.

- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes. Ensure reporting is of a high standard and review in line with agreed SLAs, address problem management, risks and issues and ensure service improvements are in line with business requirements.

- Collaborates with Contract Analyst and VMO to monitor and manage financial sides of contract with delivery Partner.

Qualifications/ Required Skills:

- Bachelor's degree or equivalent of proper experience within service delivery management.

- Excellent Vendor Management skills.

- Sytems, software, technologies like Azure - DevOps & Service Now.

- Proficiency in leading both physical and virtual, global and culturally diverse teams.

- Ability to work independently, navigate problems, resolve conflicts and bring solutions into the table.

- Build strong interpersonal relationships and be able to persuade, negotiate and influence for meeting business objectives.