IT Service Delivery Manager

Description:
Description and Accountabilities
This position is a member of a client s Account Leadership Team, Service Delivery Team, or Project Team. Primary responsibilities are:
Working collaboratively with the Account and Operational Teams to deliver superior services across the integrated HR scope for a client
Managing all aspects of IT delivery in support of a client for the complete IT footprint including day to day operations, application enhancements, and project support
Achieving complete client satisfaction both from the end-client and from Hewitt Operations with IT-related services
Managing a Six Sigma-based metrics program aligned with the overall Hewitt metrics program that manages the variation and performance of IT service to defined control limits
Supporting Business Development efforts for new scope, both for the current client and prospectively for new clients
Delivering productivity gains in the IT services over time including setting and achieving period over period productivity targets
Managing the IT costs and forecasts to the budgeting client P/L targets and being accountable for driving the changes that meet those cost forecasts
Forecasting resource and skill needs proactively across the full IT footprint
Specific additional responsibilities include:
Manage customer facing interactions for a client s IT operational and project needs
Effectively set and manage to client expectations
Proactively manage incidents, escalations, and issues resolution to meet turnover and service level commitments
Define and manage both strategic, tactical, and operational IT plans in support of client needs, by committed delivery dates
Organize projects, prepare work plans, and release schedules
Identify and drive process and productivity improvements in IT services
Manage, monitor, and analyze Six Sigma metrics and address underlying root causes issues especially those that cause client dissatisfaction
Use Hewitt s structured delivery methodology for systems delivery to bring projects in on time and on budget
Manage large HR/payroll systems implementations and client transitions

Qualifications:
Knowledge, Skills and Abilities Required
Large project HR-IT implementation as well as HR-IT operational experience strongly preferred
Active, engaged, and roll-up-your sleeves management style
Experience in managing multiple complex projects at the same time
Experience in managing systems with users in diverse, multiple locations
Experience in conversion from legacy systems
Experience in an onshore/off-shore development/production support model
Knowledge of budgeting, financial tracking, and forecasting of IT labor and non-labor based costs
High level of sound logic and analytical skills
High degree of interpersonal skills to work effectively with others, motivate team members, and elicit work output
Ability to guide and advise less experienced personnel
Ability to guide and measure productivity and performance based on quantifiable metrics
Ability to certify individual qualifications for team members occupying or applying for positions within the account s IT team
Ability to understand and contribute to an IT architectural blueprint and roadmap, and to ensure conformity to that blueprint through the course of client operations
Ability to champion change and innovation in a dynamic environment
Balanced ability to manage both details and the big picture
Strong communication and presentation skills both written and verbal
Business and organizational acumen to interface with both business leaders and IT leaders
Organizational and administrative skills required to manage status reporting, financial reporting, and human resources processes

Education and Experience
Bachelor s degree in IT, Computer sciences or business, or equivalent professional level work experience
5+ years with HR/Payroll systems
External client exposure in an operational context
Experience working with offshore or multi-site teams
Experience collaborating effectively in a team environment and accountability for team results
Experience in Six Sigma initiatives
Experience in a commercial, multi-client service provider environment
Experience in International (non-North America) a plus
ITIL training desirable

This role will require 50% 75% travel.

Salary/Benefits: Salary commensurate with experience


Job Location: Chicago, IL

Job Number: 302536

Company URL: http://www.hewitt.com/careers

Company Profile:
Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.