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Service Delivery Lead

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Date: Dec 1, 2022

Location: Toronto, ON, CA

Company: NTT DATA Services

We are seeking a skilled Service Delivery Lead. The ideal candidate has a background in Project Management (knowledge of Agile or scrum would be handy), understands the SDLC, and enjoys working with teams to drive and move projects towards completion. In conjunction with technical resources, the Service Delivery Lead is responsible for the delivery of the development, scope, estimation, management, quality, and timely delivery of all projects and initiatives. This role will be responsible for the day-to-day service commitments, overall client satisfaction, cost of delivery and SLA performance where IT offers technology as a product or service to internal customers to ensure the appropriate attention to issues and/or process is being followed.


Key Job Accountabilities / Responsibilities:


The Service Delivery Lead co-ordinates with the infrastructure & operations groups, development teams, relationship managers, and vendors to ensure the right teams are working on all planned work at the right time, with clear expectations of milestones and goals. This role will also assist Management of planned work within constraints (budgetary, work types, roles, availability, org structure, etc.)

General Role& Responsibilities:

  1. Co-ordinate through the Management Team for all delivery activities and acts as the escalation point for all development issues specific to Planned Work.
  2. Develop and provide development estimates and work breakdown for all ongoing and any future development Planned Work.
  3. Maintain a close working relationship other IT teams to ensure the IT project pipeline is managed in an orderly coherent manner and that project timelines and priorities are well understood.
  4. Provide leadership to cross functional technical teams and encourage teamwork and team collaboration to ensure permanent resolutions to problems and successful implementation of IT changes and solutions relating to initiatives/enhancements.
  5. Provide support for IT governance activities, including, but not restricted to updating of IT procedures
  6. Function as the primary point-of-contact for architecture review board, trusted vendors, and other internal teams to ensure right resources within solution delivery teams are consulted.
  7. Work closely with teams to provide management of resources to ensure execution within prioritization constraints.
  8. Input into service definitions, metrics and KPIs as relates to planned work management


Professional Qualifications and Experience

  • 8+ years of experience as a PM or similar role with experience managing small teams.
  • Strong communication skills both oral and written. Experienced with creating status reports to multiple stakeholders.
  • Ability to create and maintain detailed project schedules using MS Project. 
  • Experience managing project budgets, resources and coordination with multiple groups within a large enterprise.


Job Segment: Project Manager, Technology