With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

We are currently searching for an experienced Senior Service Delivery Manager. The ideal candidate will have a sharp business mind, familiarity with End User Engineering and IT Operations, and proven ability to strategize and implement program initiatives. As a natural leader, this person should have strong talent for project coordination and delegation.

To be successful in this role, the employee must combine

• a strong relationship management/customer service background
• a strong Project Management background
• a meaningful understanding of the core IT services gained through hands-on experience
• a balanced strategic and pragmatic approach to problem-solving
• a track record of experience managing programs such as global end user upgrades, migrations, chat implementations, service desk, or ITIL improvement efforts

This position must develop strong relationships with our internal customers, working closely with Engineering teams, Stakeholders, Domain Owners, End Users, and other IT Service Delivery Managers. This role is responsible for maintaining status on the overall project portfolio, as well as timely delivery of projects and releases.

Responsibilities and Objectives of this role

• Build and maintain strong relationships with end users and business sponsors, understanding their goals and motivations, and shaping the technology roadmap to meet business objectives
• Partner with business and technical teams to plan and prioritize projects, service delivery, and specific release content
• Partner with leaders to envision, strategize, develop, and maintain services roadmap
• Strategize, implement, and maintain program and project initiatives that align to organizational objectives
• Perform research, validation, and whitespace analysis to identify new opportunities for existing and new features, functionality, or services
• Understand and develop business cases, including cost/benefit estimates, trends, competitive and risk analysis, service industry best practices, and product initiative timelines
• Plan and prioritize services, features, and requirements from conceptual stages through product life cycles
• Develop program intake and assessment protocols for evaluation and improvement
• Collaborate with IT engineering and operations teams to ensure consistent execution of plans
• Oversee multiple project teams. Identify risks and opportunities across the portfolio
• Work closely with initiative sponsor, cross-functional teams, and assigned IT managers to develop the scope, deliverables, required resources, work plan, budget, and timing
• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
• Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders

Required skills and qualifications

• 5+ years of experience working in IT organizations
• 5+ years of hands-on experience with product, project, or portfolio & program management
• Exceptional skills in project leadership, time management, facilitation, and organization
• Experience communicating with End Users
• Experience in managing stakeholders
• Outstanding knowledge of IT service management and change management principles
• Ability to make decisions in a fast-paced, deadline-driven, and rapidly changing environment
• Broad understanding of usability and user experience best practices
• Experience delivering enterprise class software products to a global audience
• Strong diplomatic and consensus building skills

#LI-SW1

#LI-HYBRID

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

10200 Arch Capital Services LLC