Actively and consistently support all efforts to simplify and enhance the customer experience. Accountable for the execution of established best practices, processes, and methodologies to ensure delivery of enterprise services on time and within budget while meeting or exceeding quality standards and customer expectations. Through the incident & problem management process owner, conduct root cause analysis/post mortem meetings and facilitates the problem management process for lessons learned an... more details
Overview Reporting to the ERP Director of Service Delivery (EDSD), the ERP Service Delivery Manager (ESDM) is responsible for managing the delivery of services to one or more highly complex enterprise-wide client(s). Through cooperation, ingenuity, and teamwork, the ESDM is responsible for aligning themselves with our client’s business objectives and creating a collaborative partnership. Depending on program size and scope, the ESDM may lead a team of engineers. The ESDM ensures successful management and oversight of day-day tactical and operational service delivery issues and ensures alignment with the client’s overall strategy and business needs and outcomes. The ESDM will ensure integration of ITSM, projects, and works closely with the EBRM to adjust scope, timing, and budgets as needed, based on the needs of the business. This job requires extensive technical and program management experience. Responsibilities Actively and consistently support all efforts to simplify and enhance the customer experience. Accountable for the execution of established best practices, processes, and methodologies to ensure delivery of enterprise services on time and within budget while meeting or exceeding quality standards and customer expectations. Through the incident & problem management process owner, conduct root cause analysis/post mortem meetings and facilitates the problem management process for lessons learned and preventive reoccurrence including the incorporation of the Major Incident Management function. Through the change management process owner, manage and drive the change management process to ensure operational stability always. This includes communicating, tracking, and reporting of release/maintenance window preparedness as well as post change results, impacts, and trends. Accountable for plans and teamwork assignments, directing work efforts, reviewing integrated project plans, escalating, and communicating resource needs, ensuring completion of quality reviews, and driving the resolution of issues as appropriate. Communicates with leadership and other stakeholders on program strategy, direction, and changes. Responsible for delivering services on time, within budget and meeting the strategic and business requirements. Responsible for tracking key project milestones and recommending adjustments to Project Managers. Partners with senior leadership of the business community to identify and prioritize opportunities to achieve the goals of the enterprise. Responsible for managing all aspects of the design, development, and implementation of the program. Mentors a team of engineers and/or other project management staff. Works closely with the Enterprise Business Relationship Manager to understand client’s business, their outcomes, and growth opportunities. Partners tightly with the leader of Enterprise Business Relationship Management to ensure process and user experience alignment is in place: The technology experience is easy, intuitive, appropriate data is being captured, leveraged (Knowledge Base) and customer satisfaction feedback is used on an ongoing basis to support continuous improvement Qualifications Project Management experience 5+ Years IT or Engineering work experience 7+ Years BS/BA – Computer Science, Technology Process, or related field ITIL certifications preferred Ability to work independently with no supervision and guidance Ability to communicate orally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to effectively analyze and interpret data Ability to show judgment and initiative to accomplish job duties Ability to document, prepare, and deliver data-driven presentations Ability to communicate with all levels of management and company personnel Ability to influence internal and external key stakeholders and build consensus Ability to make decisions and solve problems while working under pressure Ability to develop strong working relationships with peers and project members Superb ability to oversee and manage large, complex, diverse, and Enterprise accounts that impact the organization as a whole Excellent ability in implementing program and project plans and monitor progress, resource usage, and quality Advanced understanding and ability to manage complex program and project budgets Advanced knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified Related Work Experience About Us Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America’s Best-in-State employers list. The company received Keypoint Intelligence’s BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter. EOE Statement Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
