Service Delivery Lead IT BSD Outsourced Run App Support

Overview

The Service Delivery Lead is responsible for ensuring that outsourced IT services are delivered in accordance with the Statement of Work, consistently meeting and enhancing Service Level Agreements (SLAs), and addressing day to day service delivery issues. Key responsibilities include conducting regular performance reviews of the outsourcing partner, managing and updating SLAs and associated metrics, and improving business user satisfaction through effective ticket management in ServiceNow. The role also focuses on maintaining uninterrupted application availability with zero or near zero downtime.The Lead is responsible for ensuring the highest level of service quality, closely liaising with other Service Leads, "ITIL Service Management" process owners and managers, Corporate IT, Architects and other stakeholders to ensure compliance with ConEdison strategy, policies and standards for the entire lifecycle of the services delivered.

- Maintain relationship with outsourced partner to ensure the effective delivery of services in scope and act as contact person with IT partner regarding service delivery requirements, issues, changes and performance.

- Manage and oversee performance relative to Service Level Agreements. Conduct regular service reviews; follow escalation procedure where appropriate.

- As operational problems occur, review recovery and permanent fix plans; Follow up on root-cause and trend analyses to identify areas of improvement in services in scope.

- Review and authorize work orders / requests and ensure that all required ConEdison approvals are obtained.

- Oversee operational change management: review change requests, participate in change meetings as required, approve changes within decision making authority, administer change freezes, review and approve post implementation reviews and reporting.

- Ensure IT partners performance of any compliance and controls items.

- Support the appropriate implementation of Transition, Transformation and continuous improvement initiatives.

- Support IT process improvement including recommending opportunities for systems or process improvements.

- Perform other related tasks and assignments as needed.

Qualifications

Required Education/Experience

- Master's Degree and a minimum of 2 years relevant full-time work experience or

- Bachelor's Degree and a minimum of 3 years relevant full-time work experience.

Preferred Education/Experience

- Bachelor's Degree in IT, Computer Science, Business Administration, Engineering or decision sciences including mathematics, analytics and/or quantitative methods and a minimum of 3 years relevant full-time work experience in developing applications/databases, troubleshooting technical issues, and knowledge of project management methodology including supervisory experience.

Relevant Work Experience

- Extensive experience working within an IT organization supporting delivery of business-critical services, preferred.

- Strong background in application support and operational issue resolution, ensuring minimal service disruption, preferred.

- Proven ability to lead meetings, coordinate stakeholders, and drive alignment across IT and business teams, preferred.

- Demonstrates strong work ethic, integrity, and accountability in managing service delivery outcomes, preferred.

- Skilled at managing shifting priorities and multiple assignments while meeting schedule and budget expectations, preferred.

- Experience leading application support teams to maintain high service quality and performance, preferred.

- Hands on experience developing applications/databases, providing deeper insight into technical service issues, preferred.

- Proficient in managing supplier/vendor contracts and ensuring adherence to SLAs, performance targets, and compliance requirements, preferred.

- Possesses formal Project Management and/or Business Analysis skills to support planning, transitions, and continuous improvement initiatives, preferred.

- Experienced contributor to medium- to large-scale system development projects, with strong technical understanding supporting effective service oversight, preferred.

Skills and Abilities

- Effective negotiation skills

- Effective interpersonal skills

- Strong written and verbal communication skills

- Excellent organizational skills

- Demonstrated problem solving skills

- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Licenses and Certifications

- Driver's License Required

Physical Demands

- Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

- Must be able and willing to travel within Company service territory, as needed.

- Flexible and able to work off-hours to support deployments, resolve production problems or respond to corporate emergencies, as needed.