Service Delivery Manager

Overview

The Service Delivery Manager (SDM) provides review and direction for vendor activities, ensuring performance against agreed-upon service levels agreements (SLAs) and quality metrics. The SDM monitors day-to-day vendor operations and delivery, examines measured results for problem determination and root-cause analyses, and works with the vendor on continuous improvement. They track and ensure appropriate actions are taken to correct failed activities, functions or processes.

The SDM acts as a key liaison between internal and vendor teams. The SDM ensures that incident management and responses are followed appropriately and that a high degree of visibility into issue investigation and resolution occurs during the incident. The SDM also monitors progress against project deliverables being delivered through exclusively the vendor or in combination with other parties representing Seattle Children’s.

This role requires a strong understanding of IT service management processes, excellent communication skills, and a customer-centric approach. This is a highly technical Service Delivery Manager role focused on ensuring smooth IT operations between vendor partners and Seattle Children’s Hospital. They will act as the main point of contact, guaranteeing top-notch service delivery and exceeding client expectations. This demands a strong technical foundation in IT infrastructure (Networking, Desktop Support, Telecommunications, Virtualization, and Cloud computing) and the ability to work closely with Seattle Children’s architecture team to plan for future IT needs.

Collaborating with vendor technical teams will be essential to ensure services align with agreements, while proactively addressing risks and constantly improving processes. Though this role will be responsible for managing multiple initiatives and projects, it  not a project management role. This role prioritizes a deep understanding of IT infrastructure and the ability to translate business needs into technical solutions.

• Collaborate with vendor technical teams to ensure services align with agreements and proactively address risks.
• Monitor incident management processes and ensure timely investigation and resolution with high visibility.
• Manage multiple initiatives and projects; translate business needs into technical solutions; prioritize work.
• Act as the main liaison between internal teams and vendor partners to ensure smooth IT operations.
• Track progress against project deliverables and ensure actions are taken to correct failures.

• Bachelor  degree in IT, Business Administration, related field, or equivalent experience.
• Minimum of 5 years in service delivery management, vendor management, or equivalent.
• 5 years of experience with project management practices (planning, risk/issue analysis/management).
• Strong technical background with in-depth knowledge of IT infrastructure (networking, server virtualization, cloud computing, storage).

• Experience with IT service management (ITSM) frameworks, such as ITIL.

• Compensation Range: $ - $ per year.
• Salary Information:
  This range is based on full-time employment (2080 hours/year). Offers are determined by multiple factors including equity, skills, experience, and may vary within the range.
• Disclaimer for Out of State Applicants:
  This range is specific to Seattle; positions located outside of Seattle may be compensated differently depending on various factors.
• Benefits:
  Seattle Children’s offers a generous benefits package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more. Details ttlechildrens.org/careers/benefits.

Seattle Children’s provides equal opportunity in employment and is an Equal Opportunity Workplace and Affirmative Action Employer.