• Enterprise Service Delivery Manager

    Location US-TX-Austin
    Job ID
    2018-11376
    # Positions
    1
    Category
    Information Technology
    Position Type
    Permanent
    Business Group
    SolarWinds
  • Overview

    Primary Role: We are seeking a seasoned and proven Program Manager to own the internal IT Programs. In this role, you will be expected to drive the overall project execution. Successful program/project management responsibiliites include: managing and aligning stakeholders, establishing and controlling scope, setting the project schedule, identifying, reporting, and mitigating risks, creating appropriate governance, and providing thorough and timely status reporting. 

     

    Secondary Role: As part of the global End User Services (EUS) team, contribute to the strategic objectives of the Site Support Organization, support projects and operational activites within your area of responsibility. This roel also provides leadership for our Executive Support provided at our headquarter locations delivering high end service to our most senior executives. 

    Responsibilities

    Primary

    • Exceptional stakeholder management skills
    • Ability to decompose complex and multi-faceted program into executable and measurable work streams
    • Strong executive presence, with the ability to coordinate, communicate, and manager at all levels in the organization
    • Excellent verbal and written communication skills, including packaging communications
    • Exceptional customer relationship skills with experience managing and developing technical staff and teams
    • Able to handle high volume workload in a fast-paced environment
    • Effective organization and time management skills
    • Creativity: must be able to deal with ambiguity, solve problems, and push through project obstacles
    • Willingness to travel as required (1-2 weeks per quarter)
    • Proven track record with Organizational Change \ Communication Management
    • Drive M&A IT Integrations

    Secondary 

    • Deliver end user service projects on time, set high quality standards and operate within budget.
    • Advance the disciplined use of a knowledge repository to share information among all levels of IT service and support.
    • Organize and deliver remote site services for corporate events including yearly meetings, significant off-sites, Board of Directors sessions and other high visibility VIP events.
    • Establish white glove, anytime service levels to key executives wherever they may be to ensure our executives remain productive at all times.
    • Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
    • Ensure Risk Mitigation plans are built for distributed technology environments.
    • Continually work to eliminate incidents and automate request provisioning.

    Qualifications

    • Bachelors degree in IT related field
    • Masters in IT related field preferred
    • Proven track record in leading global programs
    • 10+ Years of Project Management
    • 5+ Years EUS Experience
    • Customer advocate and relentless passion to solve issues quickly.
    • Excellent interpersonal skills with executive staff under high pressure situations
    • Strong technical knowledge in providing 24/7 support, including a global remote user base.
    • Strong analysis capabilities and skills in structured problem solving.
    • Strong program and service delivery skills.
    • Deep sense of urgency and ability to identify and achieve quick wins.
    • Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
    • Great communications and collaboration skills across the global End User Services Team
    • Executive level support at remote and in-home locations
    • ITIL Intermediate Certification Preferred

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