Marsh & Mclennan Companies

IT Services Delivery Manager

Job specification


Job title:

IT Services Delivery Manager


Fort Worth, Texas


Job Roles and Responsibilities:

  • Define processes and procedures to ensure effective and efficient IT services including the establishment of accurate root-cause analysis, enterprise best practices and continuous improvement mechanisms. Define processes for recording and producing management information (metrics, KPI's) related to the client-side service delivery.
  • Develop a vision in conjunction with other associated and contracted IT partners for the end-to-end orchestration of a Development-to-Delivery software lifecycle, and execute a strategy to implement that vision in order to create efficiencies in all phases. Critical to this is coordination and integration with infrastructure and platform service components (i.e., full IT ‘stack’ as appropriate).
  • Oversee Configuration and Customization Management Process; establish processes to ensure accuracy and completeness of data within customer expectations. Maintain customer satisfaction and loyalty by exhibiting professionalism at all times, building constructive relationships with contacts, and continuously working to improve IT service quality.
  • Responsible for governance of the IT Change Management and other related policies, and manage all escalations to executive level.
  • Manage the support-side of client-side service delivery through Service Desk and Service Operations teams.  These teams will be both comprised of onboard, contract and dotted-line (associated) resources.  General area of responsibilities of these teams include effective and error-free release management, change management and configuration management.
  • Establish expectations, standards and direction for all IT teams that lead to the success of IT Service Delivery. This role has direct people management responsibilities with advisory-authority for all HR actions (hiring, firing, discipline, training, etc.).
  • Demonstrate a positive, cooperative, and amiable demeanor in a fast paced, dynamic atmosphere. Perform all tasks with aggressive attention to detail and conduct all responsibilities with a focus on customer needs and expectations while committing to communicated deliverables and service level agreements. Given the authority and ability to exercise significant discretion and independent judgment while working with all levels of IT within, and outside the company.
  • Select, develop, and evaluate staff to ensure the efficient operation of department.
  • Select and manage third party providers to deliver effective and efficient IT services
  • Collaborate, coordinate, and communicate across disciplines and departments.
  • Ensure compliance of all security, regulatory and other audit programs in accordance with internal, governmental, and client standards.
  • Demonstrate Company's Core Competencies and values held within.
  • Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Management Experience and Scope:

  • Bachelors' Degree in related discipline or minimum High School Diploma and 4 years of combination of work experience and technical training in related field
  • Minimum 10 years of related and demonstrated experience in IT Service Management, including a minimum of 5 years related experience specifically in Software Solutions Development and Delivery
  • Experience in supervising staff, project management, and budgeting.
  • Experience with automated configuration management/code management and release systems
  • Applied knowledge, understanding and experience with the ITIL Service Management Model, and how to appropriately implement when/where appropriate.
  • Communication (written, verbal and listening), leadership, people-management, organizational, interpersonal, problem-solving, planning, and presentation skills.
  • Ability to influence without direct reporting authority in a matrix environment.
  • Able to work independently or as part of a team.
  • Ability to develop and maintain strong working relationships with internal customers and external clients
  • Ability to meet deadlines, work on multiple tasks and work well under pressure.
  • Ability to direct, manage, coach and motivate staff to set direction for multiple subordinate units.
  • Applicable skills-driven certifications at an intermediate level or higher strongly preferred
  • Ability to travel ( <25%) as needed

Technical Experience and Expertise:

  • General operating systems experience, such as: Linux v6.7 or higher, CentOS v6.x or higher, Microsoft Server 2008r2 or higher, etc.
  • Understanding of storage products: logical and file storage (e.g. SAN, NAS, isCSI, FCoE, block/bit storage, virtualized storage), physical storage and Cloud storage (e.g. Amazon S3 or similar)
  • Directory and access control product experience, such as but not limited to: LDAP, MS Active Directory, Group Policies, SAML/CAS, Citrix, etc.
  • Java technologies understanding: JavaScript, JSP J2EE (Model-View-Controller (MVC), or related technologies with general experience in full-stack development
  • Object oriented technology familiarity (e.g. knowledge of C++, C#)
  • Some understanding of .Net / MS development technologies
  • General understanding of development languages, such as: Zend Framework (MVC), PHP 5.X/ OOP,
  • General understanding of Web Services (e.g. XML, HTML, CSS, JSON, etc.)
  • General understanding of reporting systems (e.g. Crystal Reports, Power BI, Tableau, Oracle BI or similar)
  • General understanding of databases: Oracle, MS SQL, MySQL, MariaDB, PostgreSQL or other relational DB PL/SQL experience

How to Apply

  • Please send CV and cover letter to: CAVOK
  • To learn more, please follow us on Facebook, LinkedIn or Twitter: @CAVOKgroup.