Previous Job
O/S Technical Delivery Manager
Ref No.: 16-05272
Location: Eagan, Minnesota
Start Date: 08/09/2016
  1. Management experience,
  2. Strong Client facing skills and pre-sales experience would be helpful since this is an area we're getting many request to take on additional work
  3. IBM Z/OS knowledge,
  4. ITIL experience,
  5. Technical expertise supporting Mainframe environments,
  6. IMS a Plus,
  7. DB2 experience a plus.

Role Purpose:  
The O/S Technical Delivery Manager 1 is generally responsible for managing resources on one or more of the following: 
  • hardware/software architecture, operating systems, system configuration and control, performance management, performance tuning, environmental software, third party and utility software, network design and engineering, network management, desktop/server architecture, UNIX server architecture, data base administration, systems administration and capacity planning. 
  • Responsible for providing guidance to subordinates based on organizational goals, company policy.  
  • Accomplishes results through subordinates meeting schedules and resolving technical or operational problems. 
  • Develops and administers budgets, schedules, and performance standards. 
  • Assists in the development of overall objectives and long-range goals for the assigned area. 
  • Regional technical lead with employee management responsibilities. 
  • Manages at least one highly complex client. 
  • Generally regarded as a global SME in the specific technical area. 
Key Responsibilities/Outcomes:  
Manage employees in one or more of the following domains: 
  • windows, messaging, database, mainframes, Unix, service management, datacenter, and Integrated Service Management. 
  • Monitor service delivery performance against targets and customer service indicators. 
  • Develop and implement process improvement to maximize service delivery and minimize costs. 
  • Recognize business needs and find areas for growth at the client by assisting service delivery managers with identifying new services to offer to the client. 
  • Ensure documentation standards are maintained. 
  • Manage day to day administrative issues of team. 
  • Build and maintain high team leader morale, and positively cascades Corporate and Departmental communications. 
  • Lead, guide and develop direct reports on a day to day basis to achieve objectives and targets in accordance with the Client Performance Management process. 
  • Handle all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures. 
  • Ensure training is provided as required to adapt and improve skill sets for changes in work profiles. 
  • Identify areas of risk around delivery and mitigate those in timely manner. 
  • Act as an escalation point for external/internal clients. 
  • Escalate situations that may impact achievement of service commitments and KPIs/Targets in accordance with agreed procedures. 
  • Follow escalations through to completion ensuring all parties informed as required. 
  • Contribute to RFP/New bids pertaining to specific technical domain by engaging and liaising with Sales, Service Delivery Management and Implementation teams as required to ensure that new business opportunities are scoped, resourced and implement. 
  • Participate in management reviews as required. 
  • Contribute to organization wide service excellence programs. 
  • Contribute to monthly and quarterly management reporting. 
Key Qualifications:
  • Bachelors Degree or equivalent years of experience in IT 
  • ITIL awareness 
  • Delivering outsourced services within SLA 
  • Business and Portfolio expertise 
  • At least 10+ years of experience in IT area with management experience 
  • Experience leading by example in a large, complex global environment 
  • India – Team size of 1-10 regional managers and regional operations responsibility. 
  • May have a max of 5 team managers. 
Key Metrics: 
  • Meet contractual SLA on clients 
  • Meet KPIs of specific domain