Service Delivery Manager - Hybrid (Jersey City, Morristown, or Raleigh),

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Position Summary 

We are currently searching for an experienced Service Delivery Manager to spearhead our End User Support projects. The ideal candidate will have a sharp business mind, familiarity with End User Engineering, Support and IT Operations, and proven ability to strategize and implement program initiatives. As a natural leader, this person should have strong talent for project coordination and delegation as well as work independently.  

To be successful in this role, the employee must combine:   

• Strong relationship management/customer service background  

• Strong Project Management background  

• Meaningful understanding of the core IT services gained through hands-on experience  

• Balanced strategic and pragmatic approach to problem-solving  

• Track record of experience managing programs such as global end user upgrades, migrations, chat implementations, service desk, or ITIL improvement efforts  

This position must develop strong relationships with our internal customers, working closely with Engineering teams, Stakeholders, Domain Owners, End Users, and other IT Service Delivery Managers. This role is responsible for maintaining status on the overall project portfolio, as well as timely delivery of projects and releases.  

This is a hybrid, twice-a-week, in-office role in our Jersey City, Morristown, or Raleigh offices.

Responsibilities 

• Build and maintain strong relationships with end users and business sponsors, understanding their goals and motivations, and shaping the technology roadmap to meet business objectives  

• Partner with business and technical teams to plan and prioritize projects, service delivery, and specific release content  

• Partner with leaders to envision, strategize, develop, and maintain services roadmap  

• Strategize, implement, and maintain program and project initiatives that align to organizational objectives  

• Perform research, validation, and whitespace analysis to identify new opportunities for existing and new features, functionality, or services  

• Understand and develop business cases, including cost/benefit estimates, trends, competitive and risk analysis, service industry best practices, and product initiative timelines  

• Plan and prioritize services, features, and requirements from conceptual stages through product life cycles  

• Develop program intake and assessment protocols for evaluation and improvement  

• Collaborate with IT engineering and operations teams to ensure consistent execution of plans  

• Oversee multiple project teams. Identify risks and opportunities across the portfolio  

• Work closely with initiative sponsor, cross-functional teams, and assigned IT managers to develop the scope, deliverables, required resources, work plan, budget, and timing  

• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives  

• Analyze, evaluate, and