Job Title : Service Delivery Manager

Location: Boston, MA

Duration: Long term

Job Type : Contract to hire (We can consider - W2 / C2C )

Responsibilities:

Must have eCommerce background plus deep and practical knowledge of ITIL

• Participates in the Program roadmap, rollouts, strategic discussions with internal and customer stakeholders (as and when needed)
• Alignment with Program Director/Business Relationship Managers
• Maintain overall Program-level view with the current state/progress and achievements
• E-Commerce background will be advantage
• Review delivery accomplishments • Budgeting preparation and controlling
• Enable additional support from other CoE/Practices
• Track work progress and maintain relationship with other Partners / Vendors / Suppliers
• Oversee Delivery Quality and Customer Escalations
• Experience of managing large scale digital program (25 Team members)
• Ability to comprehend key digital technologies like Cloud, DevOps and e-Commerce.
• Strong experience in Retail Domain
• Build and maintain the right team to deliver the program/track.
• Identify and discuss any observed concerns with Scrum Master(SM)/Product Owner(PO) to assist the team in achieving successful delivery of iteration/PI objectives.
• Ensure compliance and reporting as defined for the track (in the long term it will come out of JIRA). Raise queries with respective SMs if issues found.
• Advance view of potential risks/escalations and work with SM/PO on Root Cause Analysis, define corrective action and/or remediation/mitigation as appropriate.
• Experience in organizational initiatives
• Value Creation/OCM/CSAT
• Identify learning needs to upskill the team’s capabilities.
• Management of service delivery performance and compliance through agreed metrics and Service levels
• Commercially astute with strong negotiation and management skills to deliver supplier performance.
• Ability to communicate effectively across a complex and diverse group of stakeholders.
• Deep and practical ITILv3 knowledge and experience
• Ability and flexibility to work in a virtual environment across multiple time zones.
• Flexibility to work non-standard hours in supporting global production systems

Thanks & Regards

Rajan

Lead Talent Acquisition| Vminds Technologies Inc |

Rajan@vmindstech.com

Mobile: 1 508-578-8311

508-356-5399 Ext (107)

225 Cedar Hill St, Suite 200, Marlborough, MA 01752

Job Type: Contract

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Boston, MA 02108: Relocate before starting work (Required)

Work Location: In person