The Service Delivery Manager (SDM) is responsible for operations support, managing incident tickets from clients and internal operations, leading the cross-team and cross-organization communications and resolution of application and associated environment production incidents and outages, as well as the root cause analyses on such issues on the program. The SDM also can lead or manage the implementation of post-incident, as well as pro-active fixes to production issues.



The Client provides a broad range of services promoting wellness and self-sufficiency through many different departments and programs. The client helps the staff and customers navigate this complex system by offering software solutions to locate services and send electronic referrals for service to departments and organizations. The Client also offers collaboration space for professionals to integrate services for more complete customer care.



The  technology solution is designed to

• Provide a more detailed view of each customer


• Enhance collaboration across County departments and organizations


• Empower staff and customers alike to work towards the best outcomes


• Current technologies include Curam (from IBM), Oracle databases, Fusion Middleware, and the Cognos reporting platform. 

SDM Responsibilities

• Incident Management


• Problem Management


• Escalation Management


• Outage response and resolution


• Communications Management


• Release Management capacity (backup role)


• Proactive prevention of issues utilizing data provided to lessen the impact of issues for the client and for the technical program team

This position is required to be onsite in San Diego with the customer and the program team members



Skills

• Good communication skills - writing and verbal for describing issues and resolution


• Good organization skills


• Customer relationship management


• Responsiveness


• General understanding of related technologies


• Understanding and experience with application development and release lifecycle


• Knowledge of and experience with the IT Service Management framework

Qualifications

• 3 years or more experience in Incident and Problem resolution execution


• 2 years or more experience in a customer facing role


• 2 years or more experience leading change and release management


• Experience in leading root cause analyses


• Willingness to be on-call


• Must have a (information technology) technical background