Lead IT Service Delivery Specialist

Description

Summary

What if there was a different way of looking at money? A way that says it’s not how much we have that makes us happy—but what we do with it. For over 100 years, Thrivent has been helping members see money for what it really is—a tool, not just a goal—that can help us live more content, confident and generous lives.
Ensures smooth operation of one or more critical services provided by an external supplier. The Lead IT Service Delivery Specialist is responsible for all aspects of the operation of Thrivent’s IT Systems that are under management. Includes day-to-day operational liaison between internal stakeholders and external partners.

Job Description

Job Duties and Responsibilities:

• Responsible for supplier delivery outcomes related to incident, change, configuration and request management process and procedures, identifying and executing process improvements, and creating and maintaining standard operating procedures for working with the supplier. Conducts audits, generates reports and dashboards to ensure the processes are being followed and the communication needs of stakeholders are being met.
• Chairs meetings as necessary and provides on call liaison support for related services
• Develops status reports and KPI / metric reports as needed and identified trends to be used to make service improvements
• Works with internal and external resources to develop action plans and statements of Work needed to address gaps in service
• Conducts Post Implementation Reviews and participates in After Action Reviews when production changes cause outages to help determine process improvements to ensure outage doesn’t occur again.
• Leads small project efforts, including writing requirements, testing (system, regression, user acceptance), production validation, communications and organizational change management.
• Leverages experience to drive best practices.
• Partners closely with Vendor Management Office to ensure contracts / SOW deliverables are met

Required Job Qualifications:

• Bachelor’s degree or equivalent experience in Computer Science, business, mathematics or related field
• 5+ years of applicable experience
• Strong organizational, analytical, critical thinking and leadership skills

Preferred Job Qualifications:

• Understanding of Thrivent’s systems
• Ability to work in and manage ambiguous situations, dealing with issues, problems or events that do not always have a process, system or solution in place.
• Strong communicate, presentation and interpersonal skills, including: the ability to influence and interact at all levels in the organization
• Project Management experience and/or Business Analyst experience
• ITIL experience

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.

Posted on : Sun, 02 Aug 2020 00:40:54 GMT