Service Delivery Manager

Make a difference. Be happy. Grow your career.

​​The PH IT Service Delivery Manager will partner with the country leadership team to ensure IT operations are functioning as expected and supporting the needs of the site.  This leader is responsible for leading, tracking and escalating IT events that require the attention of various IT teams to best support the Global Business Services (GBS) onsite and remotely.  The leader is to ensure successful delivery of IT projects, proactively identify IT related needs and escalate concerns that are exceeding expected SLA delivery for our customer. This role involves overseeing the execution of a diverse portfolio of projects, providing leadership, mentorship, and guidance to the project team, ensuring projects are delivered on time, within scope, and on budget as well as ensure all processes are followed as designed. The IT Service Delivery Manager will engage in site leadership activities to liaison IT needs and activities to the IT leadership team.  This is a critical role for the alignment of standard operating procedures, processes and identifying additional best practices. 

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic's maxims and mission to serve our customers who care so well for us.

Leadership & Team Management:

• Responsible for overall delivery of Services for a group of low complexity Managed Services accounts. 
• Accomplishes results through the efforts of matrixed managers and professional team members. 
• Works collaboratively with Global Delivery Leader/Service Areas to consistently provide positive end-user experience, continuous improvement initiatives and resource optimization efforts.
• Integrates deep professional understanding and IT Services expertise applicable to Healthcare customers.
• Uses extensive experience, innovation thought leadership and judgement to make decisions.
• Partner with the onsite leadership at the GBS to facilitate IT processes and standards.
• Ensure successful deliver of IT projects, ensuring alignment with the organization's business objectives.
• Liaison IT requests, enhancements, projects, etc. with the GBS operational leaders
• Foster a collaborative and results-driven environment, promoting teamwork and a high level of accountability for service deliveries
• Assist with reinforcement of the standard operating procedures and processes.

Stakeholder & Executive Communication:

• Support the preparation and presentation of IT updates to executives and other stakeholders, ensuring alignment on standard operating procedures, goals and outcomes.
• Manage and foster relationships with internal business stakeholders to ensure effective collaboration and expectation management.
• Advanced ability to influence others, presentation and communication skills.

• Advanced ability to multi-task in a    dynamic environment.
• Excellent analytical, problem- solving, negotiation and organizational skills.
• Excellent client service leadership capabilities.
• Advanced knowledge, understanding and application of project management     principles and methodologies. 
• Oversees critical projects, customer engagements or business processes.
• Excellent budgeting, business financial and P&L skills.
• Extensive experience managing processes and tracking outcomes
• Strong leadership, interpersonal, and team-building skills to facilitate consensus and driving to outcomes.
• Good understanding of IT operations, functions and dependencies. 
• Strong organizational and problem-solving skills, with the ability to manage competing priorities and remove barriers to success.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Strong attention to detail.
• Interpersonal skills to manage at all levels of the organization.

Education:

• Bachelor's degree in information technology, Business Administration, or a related field.

Minimum Years of Experience:

• 7+ years of experience in IT management, with at least 3-5 years in a leadership or Delivery Manager role.
• Proven track record of managing and mentoring a team to successfully manage large scale IT operations

• Required travel to onsite locations, occasionally in adverse weather conditions.
• Onsite work expected and remote when directed

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.