Role Overview

This IT Service Delivery Lead is responsible for the delivery and day-to-day support of key Front-Office technology solutions that serve CAA customers and business partners. This individual oversees the day-to-day operations, management, and support of critical business applications, ensuring a world-class service experience for our customers and business partners.
This individual has overall responsibility for establishing, managing, and maintaining strategic relationships with internal business functional leaders and interacts with other teams within and across the IT organization, to ensure solution/service alignment with our company objectives, architecture, security, and strategy. In addition, this individual collaborates with business leaders, end-users, outside vendors, contractors, and consultants to define and deliver technical solutions and services.

The individual in this role will divide their time between day-to-day support of existing business solutions, while also playing a key project role in the design and delivery of new, transformational solutions.

Key Responsibilities

Works with business leaders to prioritize and lead the delivery of new capabilities, system break/fix, enhancements, and projects for specific areas of enterprise solutions across the organization.
Builds and maintains close partnerships with business leaders, IT leadership, and other stakeholders, contributing to define solution objectives, elicit and prioritize change, plan and architect project implementations, acquire and mobilize resources, assess service health and status, identify and manage risks and issues, communicate progress, and maintains a platform / service roadmap.
Develops, formalizes and sustains relationships with strategic IT vendors and internal clients to drive proper alignment on business and operational topics.
Manages and measures performance of the overall service business value, including competitive market assessment/benchmarking.
Helps shape current and future state business capabilities supported by services and platform areas of responsibility.
Assists business process owners in obtaining approval for new IT projects in accordance with the Circular Action Alliance IT PMO governance process.
Helps guide business process owners and key subject matter experts to estimate the budget, business resources and participants needed to achieve business goals.
Is responsible for ensuring that the Service Portfolio and Roadmap is accurate and is maintained.
Delivers results by embracing job expectations; planning, monitoring, and assessing solution results; coaching, counseling, and providing feedback to employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Is able to effectively manage a distributed team (various sizes) of internal and external resources

Skills & Competencies

Experience managing delivery of technology projects spanning the entire software development lifecycle using Agile/DevOps practices and tools.
Experience with developing, coaching, and leading a geographically dispersed technical team.
Strong understanding of Master Data Management concepts and tools.
Experience with Workday Finance and/or HR is a strong plus.
Strong knowledge of business process analysis and modeling methods and tools.
Experience working in a highly matrixed, global environment is a plus.
Knowledge of IT trends, applications, and technologies and their application in developing country contexts desirable

Qualifications

Bachelor’s degree in information systems, engineering, management or IT related field or equivalent experience required.
Minimum of 8 years’ experience, of which 4 have been in building/supporting enterprise-grade solutions.
3+ years of hands-on experience delivering solutions on the Salesforce.com platform using Sales Cloud, Service Cloud, Marketing Cloud and/or Experience Cloud. Salesforce admin, developer and/or architect certifications strongly preferred.

Compensation and Other Information:

Location: Remote

Pay range is based on a variety of factors in accordance with applicable law, including the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, this role is eligible for medical, dental, and vision benefits, life insurance, retirement, and paid time off.

Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org.

For questions, please email careers@circularaction.org

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IT Service Delivery Lead