Manager, Application Service Delivery

Job Description

About This Role

We are seeking a Manager for Learning & Development Application Service Delivery to join our team. The successful candidate will lead the creation, deployment, running, and governing of critical business/ IT platforms focusing on HR Learning & Development capabilities. The Manager will be responsible for end-to-end service delivery to ensure projects, enhancements and L3 support is provided with best-in-class quality. The Application Service Delivery Manager will work with cross-functional teams of business analysts, technical architects, process teams and project managers to deliver a variety of upgrades, enhancements, new modules and other systems development initiatives. This role reports into the Head, Human Resources IT.

What You’ll Do

Managing Services & Stakeholder Collaboration
•    Cultivate and maintain excellent working relationships with business stakeholders.
•    Incorporate design thinking principles in understanding stakeholders’ needs and provide general guidance to business stakeholders on the appropriate use of application services to meet business objectives.
•    Proactively engage and identify improvement opportunities for delivery methodologies and processes.
•    Partner with HR solution owners and other stakeholders to understand business need, ensuring that application services align with these needs.
•    Ensure that application services are well integrated with other HR systems providing seamless user experience, data interchange, and insightful analytics.

Developing Learning & Development Digital Roadmap
•    Develop and maintain a technology roadmap for learning & development, aligned with the HR Strategic Digital Roadmap.
•    Incorporate an external perspective, considering industry trends and vendor product roadmaps.
•    Collaborate with business stakeholders to periodically review and update the learning & development roadmap, prioritizing in line with business needs.

Delivering Learning Initiatives
•    Plan and implement business initiatives that align with digital roadmap.
•    Lead the evaluation and selection of new technical capabilities, establishing a compelling business case justification for delivering business outcomes.
•    Lead initiatives from intake to production rollout, meeting ongoing and evolving learning & development business needs.
•    Develop integrated schedule in collaboration with cross-functional internal/external resources and consistently provide status updates.
•    Provide hands-on support in documenting business processes and ensuring that SDLC documentation is created and updated in line with the existing IT delivery methodology.

Managing Application Services Operations & Support
•    Supervise Application Management Services (AMS) to ensure the learning & development platform ecosystem is effectively managed and remains GxP compliant.  
•    Provide L3 technical/functional software support throughout product and project lifecycles.
•    Proactively resolve service delivery, quality, process, resource, and performance issues by monitoring and analyzing usage data and metrics.
•    Regularly report on performance, including status, issues, and risks, to leadership.
•    Assume IT system owner responsibilities for specific learning management platforms, acting as a single point of contact for an application and the final approver of documentation, controls, and system changes.
 

Qualifications

Who You Are  
As a self-driven individual, you thrive on solving complex problems and collaborating with business stakeholders and technical resources. You get excited about the positive impact you can make in employees' learning and career development. You are comfortable working independently and excel as a Project Manager or Lead, delivering initiatives successfully. You make it a point to stay updated with industry innovations and trends in learning technologies, and you're always ready to evaluate and leverage new technical advances to enhance business capabilities.

Required Skills  
•    A minimum of 5-7 years of experience, including at least 3 years in hands-on Learning Management System (LMS) administration and service delivery.
•    Undergraduate degree or the equivalent combination of education and experience 
•    Proven experience in a comparable role within Learning & Development or Application Services.
•    Solid experience in developing and implementing learning strategies and programs.
•    Demonstrates a solid understanding of Enterprise and Solution Architecture.
•    In-depth conceptual and practical kno