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Saint Louis, Missouri Ascension
We Are Hiring: We are hiring a full-time Service Delivery Manager - Enterprise Technologies.

# AT2021b
What You Will Do: The Service Delivery Manager is accountable for a particular services related to ServiceNow, Jira, Gym Membership software, Content Management, Cafeteria Systems, Child Care Management, Electronic Forms Management, EMS Dispatch, Infant Registries, Infant Security Monitoring (Access Control), Pneumatic Tube Systems, Video Surveillance, and Env/HVAC systems delivered by a Managed Service Provider (MSP) or a set of providers. This individual ensures effective delivery of services in order to meet or exceed business expectations for such services, while achieving appropriate balance between quality of outcomes, risk to systems and customers, and the life cycle cost of such services.
Service Delivery
  • Monitors service execution to ensure that services are delivered within agreed upon service levels and that both users and business partners are satisfied
  • Proactively monitors and measures service performance and metrics on a day-to-day basis to ensure optimal service delivery
  • Serves as an initial point of escalation for significant incidents that interrupt service availability or diminish performance
  • Coordinates and mediates cross-vendor/internal team delivery issues, in collaboration with the Service Integration and Management organization, as required
  • Ensures compliance of service delivery by MSP within scope of responsibility, in accordance with defined service levels, and contractual obligations
  • Plans for a mechanism to measure the impact of corrective actions and associated implications on MSP costs/charges
  • Reviews and approves root cause analysis for systemic issues within the production environment
  • Identifies the need, reviews, and/or approves service improvement plans to address problems or improve service
  • Reviews and approves capacity planning reports
  • Participates in joint planning activities and shares necessary information that enables MSP(s) / third party vendors to provide better support
  • Understands the scope of MSP services and the potential for rationalizing the MSP portfolio to decrease cost of delivery and/or enhance quality of services
  • Within MSP contractual obligations, identifies possible existing services that may be leveraged for new/improved business solutions
  • Validates that corporate architectural guidelines, standards, policies (e.g., security, risk, etc.) are followed
  • Service Level Management
      • Negotiates service level agreements with vendors and holds them accountable for consistent delivery
      • Demonstrates a detailed understanding of service management processes, service level agreements and contracts, and assesses whether they are appropriate or require modification
      • Monitors and reports on service levels; reviews and approves MSP delivered SLAs
  • Financial Management
      • Knows how to plan, forecast, budget and track IT costs
      • Aligns spending with strategic objectives and improves cost and price transparency for business partners
      • Develops and manages the budget for the "run" operations and sustainment of capability (CapEx/OpEx) for a particular service
      • Reviews and validates vendor and/MSP invoices; compares against budget, including supporting the resolution of discrepancies
  • Other Leadership Responsibilities
    • Evaluates, designs and/or implements process or technology changes that enhance effectiveness and/or efficiency
    • Recommends technology improvement opportunities to the leadership and architecture teams for increasing IT value while decreasing cost of delivery
    • Oversees technology lifecycle management for system components that support the delivery of service(s) under span of control
    • Understands and applies risk management policies and procedures appropriately
Leadership/Interpersonal Skills
  • Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts
  • Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate
  • Instills a sense of urgency in driving assignments to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership
  • Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
  • Builds trust and respect with key stakeholders
  • Demonstrates proactive behaviors and self-management techniques, including but not limited to, working efficiently, demonstrating adaptability and setting goals
  • Builds effective relationships with partners and vendors to understand and commit to Ascension's organizational goals; fosters goodwill and collaboration amongst teams and leads by example
  • Demonstrates accountability for meeting commitments and deadlines
  • Demonstrates alignment of principles, values, and behavior with expected organizational culture and values
Complexity of Work:
  • Within scope of job, requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment.
Personal Protective Equipment:
• Follows Standard Precautions using personal protective equipment as required.
What You Will Need: Licensure / Certification / Registration:
  • Certification credentialed from the International Association of Information Technology Asset Managers preferred.
  • High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.
Work Experience:
  • 3 years of experience required.
  • 5 years of experience preferred.
  • 1 year of leadership or management experience preferred.
Additional Preferences: No additional preferences.
Why Join Our Team: When you join Ascension, you join a team of over 160,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.
Equal Employment Opportunity Employer: Ascension Technologies is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status. For further information regarding your EEO rights, click on the following link to the "EEO is the Law" poster:

EEO is the Law Poster Supplement

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
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