Senior Operational Service Delivery Coordinator

Performs tasks related to project/program execution specific to operational IT under the direction of IT Program/Project managers leading the team. Works closely with IT engineers and program manages to ensure on-time delivery of key program level tasks/milestone. Will assist in the preparation of program deliverables, issue tracking, building internal reports, briefings, and other requirements associated with the programs being supported. This position typically works under close supervision and direction.

Job Summary:

Performs tasks related to project/program execution specific to operational IT under the direction of IT Program/Project managers, leading the team. Works closely with IT engineers and program managers to ensure on-time delivery of key program-level tasks/milestones. Will assist in the preparation of program deliverables, issue tracking, building internal reports, briefings, and other requirements associated with the programs being supported. This position typically works under close supervision and direction.

Essential Job Duties and Responsibilities:

• Daily review of JIRA incident and request queue; work with internal IT Operations teams on prioritizing tickets, creating Problem records, and ensuring necessary information is provided, as well as timeline and quality delivery
• Ensure timely communication and alerts to the IT and Program stakeholders
• Manage Program SLA, KPI, and Continuous improvement dashboards
• Track, report on, and actively manage/triage critical and high-priority incidents (such as site outage), including working with Development and Infrastructure teams on resolution.
• Ability to work with engineering resources as needed, ensuring that program deliverables are fulfilled.
• Assists the project team with KPI reporting and adherence.
• Prepares design specifications, analyses, and recommendations based on customer requirements.
• Participates in the design, development, planning, modification, and/or improvement of software operational systems.
• Work in a highly matrixed environment, multi-tasking and dotted-line reports to effectively provide top-notch service to all stakeholders, internal and external customers
• Coordinates and contributes to driving program problems, incidents, and enhancement requests to closure
• Maintains liaison with the Service Delivery Manager and other key program stakeholders and technical teams
• Assumes additional technical and non-technical responsibilities as needed.
• Ability to manage simultaneous projects in multiple locations across the United States and internationally.
• Well organized, able to track and report to milestones.
• Ability to interact effectively with internal IT Ops and Business teams, at different levels of the organization, while understanding cultural differences
• Strong organizational, time management, communication, process orientation, and problem-solving skills with multiple clients/vendors/projects

Minimum Job Requirements:

• Bachelor’s degree in Computer Science, Information Systems, or other related discipline OR equivalent years of relevant experience in lieu of a degree.
• Two (2)+ years of experience in IT Service Delivery supporting operations and project work, leveraging a multi-geography workforce.
• Hands-on experience with JIRA (incident, request & problem ticket workflows) and ServiceNow.
• Experience managing SLA / KPI / service dashboards.
• Competent use of Microsoft Office applications, including Word, Excel, Project, and PowerPoint.
• Ability to successfully function in a fast-paced, deadline-driven environment is a must.
• ITIL V4 Foundation certification a plus.
• Able to work flexible hours as required.
• Flexibility to adjust to changing requirements, schedules, and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• Able to collaborate with technical support resources and ensure all related deliverables are moving forward efficiently.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

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