Service Delivery Manager

Manages a team of associates that is responsible for one or more areas. Responsible for managing project definitions, systems analysis and development. Responsible for priorities and schedules for the development of information technology applications, and for development and maintenance of systems standards and methodology. Responsible for hiring, salary and performance reviews, discipline, promoting and training of direct reports. Assigns, directs and reviews the work of direct reports.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Provides technical assistance and direction to direct reports for proper testing techniques, design, analysis and coding principles.
• Balances the need to develop others with the need to meet other responsibilities.
• Helps others to resolve conflicting priorities.
• Attempts to increase system and organization knowledge of direct reports.
• Establishes clear direction and defines priorities for the team.
• Acts with integrity and respect.
• Accountable for personal and organizational excellence.
• Can have indirect reports, i.e. team leaders who also have direct reports.
• Establishes performance goals.
• Provides coaching, career development, and evaluations for direct reports.
• Fully understands company policies and procedures. Acts in accordance with all company policies and can explain them to associates.

• Creates, manages and is accountable for budget and monitoring of expenditures.
• Large project planning/design and supervision of project execution.
• Effective scheduling and prioritization of projects.
• Resource planning to support future initiatives and in proportion to project impact on the organization.
• Aids in the definition of user requirements in order to convert business needs to systems solutions.
• Manages cross-functional teams during project execution.
• Works as a team member.
• Provides estimates and councils users regarding project scope, timeline and deliverables.

• Leads with foresight.
• Identifies priorities and commits resources accordingly.
• Embraces and champions change.
• Partners effectively with customers to achieve business direction.
• Develops innovative business practices that focus on the market and needs of the customer, both internal and external.
• Translates the vision and direction of the company into specific actions that others can take.
• Understands core IBM business and capabilities.
• Manages relations with one or more departments.

• Investigates and develops alternative ways to accomplish goals when proven methods are no longer effective or are inefficient.
• Keeps up-to-date on trends and developments in the market place and relevant technological areas.
• On-call support should be 7x24. Maintain level 2 on-call during rotation.
• Builds the needed infrastructure to follow through on strategic plans.
• Provides leadership during critical production issues.
• Applies key learning or insights to new situations.
• Addresses and ensures resolution of problems. Behavioral Competencies Communication
• Expresses ideas and suggestions in an organized and concise manner.
• Produces documents that are clear, concise and grammatically correct.
• Solicits and readily accepts constructive feedback.
• Presents feedback to others in a tactful manner.
• Maintains composure when addressing an adversarial or hostile audience.
• Addresses conflict directly, confidentially, and appropriately.

• Researches and collects appropriate data points for effective decision making.
• Readily makes recommendations and includes necessary documentation and material to support conclusions.
• Develops Innovative Practices
• Identifies new ways to use technology to improve work processes.
• Makes a significant contribution to improving work quality.
• Recognizes when it is appropriate to challenge the status quo and when it is not.
• Considers the possible outcomes and corresponding consequences when taking risks.