Service Delivery Manager

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Milestone Technologies is looking for an IT Software Delivery Manager with experience coordinating, planning, tracking, and managing projects involving enterprise scale platforms and complex integrations. This role leads technical, enterprise level initiatives by providing direction, and executing project work-streams and follow-up to ensure projects are delivered within scope, on time, and within budget. The DM ensures requirements are met and completed while meeting quality for operations and establishing documented processes and service ownership for after the project ends. This position leads to using a variety of project management practices, including waterfall and agile, to help the team keep a delivery and learning cadence that remains focused on delivering value against the product vision. The DM supports the ability of the team to deliver value by performing outward-facing tasks such as financial tracking, stakeholder relationships (supporting the product owner), and reporting to a wider organization.

* Drives large-scale projects and collaborates with employees, leadership, clients, and other internal and external stakeholders
* Creates and maintains project management artifacts (e.g., plans, WBS, budgets, forecasts, resource tracking, schedules, change requests) and ensures the project requirements are defined and the project teams meet the project objectives
* Allocates resources and provides teams with the necessary support to address impediments.
* Works with Product Owners to plan release schedules from the technology perspective (e.g., coordinate teams for delivery against release schedule)
* Works with stakeholders to create high-level preliminary release and project delivery plans for product features
* Manages delivery team metrics to evaluate progress against delivery milestones
* Aggregates individual product team status into portfolio-level risks, assumptions, and interdependencies
* Reports on overall delivery status to program leadership and various stakeholders
* Ensures effective communication, collaboration and team engagement in initiatives that cut across portfolios and products
* Establishes and organizes application development plans that align with the goals and strategies
* Applies standard techniques and tools to carry out analysis and performance monitoring activities for specified products
* Supports problem resolution, resolves issues and acts on feedback and usage of in-life products.
* Provides input to the requirements baseline
* Investigates, manages, and applies authorized requests for changes to baselined requirements, in line with change management policy
* Sets clear expectations for self and others and takes appropriate actions to ensure obligations are met

* Minimum 5 years of experience as a Delivery Manager and/or Program/Project Manager delivering complex large-scale projects
* Proven track record for the successful delivery of projects and working cross-functionally with business and IT
* Strong process knowledge of SDLC and experience leading teams using Agile and Waterfall
* Ability to create and manage detailed project plans showing the critical paths, dependencies, constraints, and resource assignments
* Understands Resource Management and the value of resource management and may practice one or more behaviors associated with the skill
* Experience working with Financial Control systems such as SAP, Oracle Financials, IBM iSeries, and various Material Management systems
* Working knowledge of ServiceNow Project Portfolio Management module
Proficient with Google collaboration applications: email, spreadsheet, document, presentation
* Experience with Smartsheet for project scheduling
* Bachelor's degree, preferably in a technical field (CompSci, MIS, Engineering)

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Estimated Pay Range: $115,000.00 - $130,000.00 USD

We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.