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Service Delivery Manager

Location: San Diego, CA, USA

Notice

This position is no longer open.

Requisition Number: 200982

External Description:

Job Title: Service Delivery Manager

Location: San Diego, California

The Service Delivery Manager, reporting to the Senior Director of ITS Applications, will manage the relationship between Teradata and its managed service provider, as well as partner with application vendors. Teradata and Teradata ITS are under-going transformational change. To better deliver long-term value to the business Teradata ITS is partnering with a managed services provider to manage a large (~90) portfolio of ITS applications and the associated infrastructure.

Essential Duties & Responsibilities

·       Responsible for the oversight and management of Teradata ITS’s application and infrastructure managed services engagement

·       Working with the ITS senior leadership team and managed services partner define and own an end-to-end delivery model and associated processes

·       Partner with the ITS Operations leader to ensure that the incident, problem, and change management processes are properly followed

·       Partner with the ITS Applications leaders to ensure that the defect and release management processes are properly followed

·       Partner with the Teradata Finance/Operations leaders to ensure that the invoice management process is properly followed

·       Serve as the initial escalation point for the managed services partner; resolve issues and mitigate risks

·       Work with the managed service provider to facilitate on-boarding of new applications into the scope of the managed services agreement

·       Serve as the Teradata point-of-contact for determining and managing all operating mechanisms associated with the managed services agreement, including metrics reporting, operations reviews, business reviews, etc.

·       Provide a conduit between Teradata and the managed service provider to bring process improvements initiated by the managed service partner into Teradata ITS

·       Engage and develop relationships with Teradata ITS leadership team to foster a culture of continuous improvement with the managed service provider

·       Establish processes and procedures for monitoring the managed service relationship above and beyond controls provided by the managed service provider

·       Manage and monitor SLAs per contract

·       Partner with ITS Applications leaders to provide requirements to application vendors

·       Manage the business relationship with application software vendors including new licenses, renewals, maintenance agreements, statements of work, invoices

·       Partner with Finance/Operations to find ways to optimize vendor application agreements

·       Manage compliance with Teradata ITS third-party application license agreements

·       Partner with application vendors to deliver periodic strategic account reviews

 

Qualifications and Experience

·       Minimum 10+ years of industry experience in a complex global organization with 5+ years’ experience at a Manager level

·       Experience successfully managing application managed service agreements with the following attributes:

o   Diverse application portfolio

o   Application and infrastructure support

o   Off-shore resources

·       Proven ability to continuously improve outcomes and processes

·       Strong written, verbal, and listening communication skills: articulate and effective communicator and presenter, able to describe complex problems and solutions in simple or understandable terms; ability to frame communications to a diverse set of stakeholders

·       Experience with a variety of application hosting models, including on-premise, vendor cloud, public cloud, and SaaS

·       Proven change leadership skills; challenges traditional way of doing things; influences across the organization, effectively leading change, originating ideas, and championing and gaining commitment

·       Experience influencing senior IT stakeholders

·       Experience presenting to senior IT and business stakeholders

·       Effectively use data to make better decisions

·       Ability to establish and manage priorities in a high pace environment

·       Proven ability to execute swiftly without compromising quality

·       Exhibits acute business acumen and understanding of organizational issues and challenges

·       Versatility and willingness to work with enthusiasm on constantly changing priorities


Education & Special Training

·       Bachelor’s degree in Computer Science (CS), Computer Information Systems (CIS), Management Information Systems (MIS), or equivalent, required. Master's degree in CS, CIS, MIS, or related disciplines, or MBA, is preferred.

·       ITIL certification (intermediate capability and/or lifecycle) is strongly preferred.

*Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage.

Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans

#LI-SK1

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: San Diego

State: California

Community / Marketing Title: Service Delivery Manager

Job Category: IT

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: San Diego, California US

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