Kaiser Permanente's IT Corporate Services - CS BIO Organization is seeking a Support Delivery Manager for supporting business critical PeopleSoft applications including Finance, Supply Chain, and EPM and other supporting applications. This position will be responsible forsetting up aneffective production operational support model/organization and processes in support of these applications. The responsibilities willinclude Service Level Management with business and operational teams, Incident and Problem Management, Vendor Relationship Management and Day to day service operations oversight and planning. This will include management of High and Critical issue Bridges for OneLink. The candidate will serve as the lead point of contact for all production related issues; Will manage root cause analysis and prevention planning effort; Will ensure proper production staffing model for the Support Delivery team to include the on-call rotation are in place. Ensure/help define requirements for applicable service level agreements(SLAs). Manage the relationship with the vendors for Statements of Work(SOW's) . Assess and develop new policies, procedures, standards and templates that might help prevent recurring problems, and improve the quality and timeliness of the services delivered. Proactively support knowledge sharing within the IT and business communities.
Essential Functions:
o Build and deliver Operational support/Delivery Excellence framework
o Responsible for managing the day to day relationship and governance of all vendors supporting the OneLink application including offshore and near shore vendor resources; Well versed in all vendor contracts, pricing, ensuring agreed upon requirements are met and penalties are reinforced;
o Negotiation and agreement of future Service level requirements and targets; documentation and management of Service Level requirements for all proposed new or changed services. Documentation and management of SLA's for all operational services
o Assist organization in the creation, monitoring, measurement and analysis of standardized processes.
o Communicate to key management stakeholders on salient quality issues and business opportunities.
o Lead and manage all production related issues; documenting root cause as well as solutions.
o Proactive Problem Management: identifying and solving problems and known errors before further incidents related to them can occur again
o Proactive Availability Management; targeted to improve the overall availability and end user satisfaction with IT Services
o Conduct Major Incident Reviews to better determine underlying cause or error
o Conduct periodic scheduled reviews of incident logs to identify patterns and trends of activities and developing remediation plans
o Lead or manage more junior staff on the team
o Lead, facilitate and participate in cross functional Process Improvement Initiatives and root cause analysis
o Provide support to develop support assets, e.g., tracking tool for operational excellence success stories, tracking of root cause/lessons learned from actual delivery experiences, etc.
o Facilitate process improvement and assist business owners in improving existing process performance through analysis, experience and employee input in a project environment.
o Implement strategic quality direction into operational guidelines and practices and support ongoing expansion of the quality culture across the organization.
o Support the development and implementation of a formal management review of Key Performance/Operating results, and train and coach all functional areas on measurement principles
o Implement and manage a continuous improvement process on all standardized activities and processes.
Qualifications:
Basic Qualifications:
- Bachelor's degree in a related technical/business areas or equivalent work experience
- Minimum seven years of managing in a large application production support environment
- Well rounded understanding of strategy, technology development, operations and business processes
- Re-engineering/process improvement experience, leading and coaching quality improvement projects
- Strong project management skills
- Strong change management skills
- Strong problem solving and analytical capabilities
- Excellent written and oral communication skills
- Excellent customer support skills
- Ability to coach and transfer knowledge to key stakeholders
- Experience managing geographically distributed and culturally diverse work-groups
- Experience in establishing operation support models, and working with on-shore/off-shore support teams
-ITIL Foundation certification
Preferred Qualifications:
- Experience supporting major PeopleSoft HCM, CRM and FSCM applications
- Experience with key technologies - WebSphere, Databases (Oracle, M/F DB2), middleware, J2EE and .NET
- Experience with CMM/Six Sigma and other relevant methodologies and tools
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.