Infrastructure Service Delivery Lead in Irving, TX at MDI Group

Date Posted: 8/10/2018

Job Snapshot

Job Description

Infrastructure Service Delivery Lead 
Direct Hire
Ft. Worth, Texas

The Service Delivery Lead is responsible for the delivery of IS infrastructure services, including ongoing operations and support. This position manages the day-to-day relationship with the contracted Infrastructure Service Provider, ensuring services are delivered according to the contractual agreement(s). The position ensures Service Providers meet or exceed Service Level Agreements and ensures Performance Indicators are at or above agreed-upon levels. This position closely monitors the delivery of services by the Provider, audits performance where necessary, and implements and/or recommends corrective actions when service delivery does not meet contractual obligations.

Must manage and interpret monitoring and reporting mechanisms that measure the Service Providers performance. The IS Consultant, Infrastructure Service Delivery Lead will be expected to amend existing metrics and develop and implement new metrics and reports as technologies and services evolve over time. In addition, this role requires the review and approval of technical and project status reports, development of mitigation/remediation plans where necessary, and suggestions for improvements. The IS Consultant, Infrastructure Service Delivery Lead ensures that efficient and cost effective technology solutions, aligned with enterprise architectures, are developed and deployed so as to enhance organizational productivity and improve the Company’s competitive position.

What you will be doing:
Service Provider Oversight
Develops strong knowledge of all relevant contractual documents to fully understand scope, responsibilities, obligations, and deliverables
Manages the relationship with Provider to ensure the effective delivery of outsourced services 
Conducts regular service reviews; manages and audits Provider performance and productivity relative to Service Level Agreements
Ensures Provider is compliant with all agreements
Works with Provider to identify opportunities for service improvement, approves service improvement plan, establishes timelines for completion, and validates successful implementation
Authorizes all work resulting in financial expenditures and ensures that all required approvals are obtained prior to delivery
Serves as the primary liaison regarding communication between our company and Provider relative to service delivery changes, incidents, problems and recovery efforts; partners closely with the IS Vendor Management Organization
Maintains focus on the handling of high severity incidents and problem record
Contacts Provider with corrections, plan/program changes and any details/information necessary to resolve conflicts between our company and Provider
Develops and distributes written communications as needed to the Provider
Reviews and monitors Provider problems, change management processes, and escalation procedures
Participates in operational change management: reviews change requests, facilitates change meetings, applies change approvals
Meets frequently in regularly-scheduled management meetings with the Provider
Interface with the Vendor Management Organization and management as needed to analyze Provider performance
Provides demand management and prioritization of work in alignment with the business and Provider response to demand
Reviews technical procedures documents created by Provider at regular intervals to confirm accuracy and currency

Authors and publishes the annual Tool & Database Platform Summary
Establishes metric/performance reporting; tracks Provider performance and ensures viability of service levels
Defines, reviews and approves Provider reporting on assets, availability, capacity, etc; implements improvements where necessary
Validates and approves Provider invoices
Implements, maintains and matures service level reporting
Ensures the timely completion of all related security and compliance deliverables
Stakeholder Interactions
Provides early warning to stakeholders regarding chronic degraded or missed service levels
Measures, monitors and manages company satisfaction and provides remediation
In conjunction with Provider, designs and administers customer surveys and other feedback processes
Conducts service level reviews; monitors aging of incident and service request resolution
Provides direction and leadership in developing client processes

Plan/Build Responsibilities:
Engages with partners to evaluate and deliver service requests
Suggests innovations, process and system changes to improve processes and business results
Participates as an operations/support expert in partner meetings, identifies and brings other appropriate subject matter experts as needed
Supports solution life cycle planning and delivery
Keeps abreast of new and updated technologies, methods and products
Assists with the preparation, monitoring and control of IT financial expenditures
Reconciles projected resource baselines with actual utilization of resources
Perform capacity and demand planning with Provider and governance team
Forecasts demand for all in-scope and new services
Ensures new service requirements are formally incorporated into Provider agreements and confirms Provider is prepared to support new services as they come on-line
Coordinates services, projects, and plans within domain to ensure priorities are addressed appropriately
Participates in DR activities
Ensures Provider has appropriate Business Continuity/ Disaster recovery plans
Consults on the definition and execution of the Provider’s Disaster Recovery plan
Participates in testing of plans as necessary and monitor results of business continuity testing.

End User Computing (EUC) and Mobility Services Experience:
Successful candidates will have experience working in a Retail organization managing teams delivering End User Computing (EUC) Services and Mobility Services
Experience in successfully managing Asset Management processes to ensure full visibility and accountability for corporate assets
Experienced managing a team providing Depot Services
Experience in EUC policy creation and improvement
Experience in software license management


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