Manager, Enterprise IT Service Delivery

Job Summary

Key Roles and Responsibilities

1. IT Service Management and Service Development:
   • Design, develop, document, and maintain processes and procedures for IT Service Management and IT Service Development activities based on MCNC’s service management framework and industry best practices.
   • Create process documentation including procedures, standards, guidelines, and workflows.
   • Ensure processes are scalable, efficient, and aligned with MCNC’s business objectives. 
   • Provide training and support to various stakeholders for defined processes. 
   • Collaborate with various stakeholders to implement IT service management processes across the organization. Ensure that processes are effectively adopted and implemented. 
   • Collaborate with various stakeholders to define business requirements and assist in service development activities related to the implementation of new IT services.
   • Collaborate with stakeholders to design new IT services and enhance existing services.
   • Conduct regular reviews of service management processes and implement improvements based on feedback. Take initiative to recognize the need or opportunity for improvements or additions to IT service management capabilities.
2. IT Service Delivery:
   • Manage a team of Service Delivery resources that will implement defined IT Service Management processes and procedures.
   • Ensure that MCNC’s portfolio of Enterprise Applications are operating effectively and efficiently to deliver value to MCNC and its customers.
3. Governance & Compliance:
   • Provide governance and oversight for the Enterprise IT programs to ensure that services are operating effectively and efficiently.
   • Collaborate with service delivery teams and other internal and external stakeholders to address any identified concerns. 
   • Ensure all Enterprise IT activities adhere to defined processes and procedures and comply with all necessary laws and regulations.
   • Manage activities supporting response to internal and external audits.

3. • Identify potential risks and issues, develop mitigation strategies and manage issue resolution.
4. Additional duties as assigned.

Flexible Roles and Responsibilities

1.            N/A

Qualifications and Education Requirements

1. Bachelor's Degree in Computer Science, Information Systems, Engineering, Information Science (or related field), or equivalent combination of education and experience.
2. At least 5 years experience in a project / program / service management or service delivery role related to technology services.  
3. Demonstrated experience in successfully creating and implementing IT programs in an enterprise setting.
4. Strong organizational and project management skills and experience.
5. Demonstrated success in collaborating across department boundaries to establish positive working relationships and drive successful outcomes without direct control of, or supervision of assets.
6. Candidate must demonstrate the following characteristics:

• Interface well with customers, professional service staff and other non-technical members of organizations.
• Excellent interpersonal, oral, and written communication skills.
• Strong analytical and problem solving skills.
• Have aptitude for learning new technologies.
• Ability to successfully manage multiple projects simultaneously.
• Clear communicator that works well collaboratively in a team environment.
• Ability to communicate technical subjects clearly to both technical and non-technical audiences.
• Ability to independently make decisions and solve problems while working under pressure.
• Ability to work in a responsible and proactive fashion collaboratively or with minimal direct supervision.

Preferred Qualifications/Specialties

1. Direct experience managing programs related to IT service management and IT service development.
2. Experience managing others to build and implement IT service management processes and procedures.
3. Demonstrated knowledge of IT service management frameworks and practices.
4. Experience with enterprise GRC activities, including data governance and data privacy.
5. Relevant industry certifications (such as CISSP, CISA, CISM, GIAC, PMP, etc.).
6. Experience successfully managing budgets and finances in service delivery.
7. Experience representing an organization in a customer-facing role.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MCNC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.