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Job Req ID:  1520

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.


With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.


Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

Konica Minolta currently has an exciting opportunity for a ERP Service Delivery Manager

 

Reporting to the Enterprise Director of Service Delivery (EDSD), the Enterprise Service Delivery Manager (RSDM) is responsible for managing the delivery of services to one or more highly complex enterprise-wide client(s). 

 

Through cooperation, ingenuity, and teamwork, the ESDM is responsible for aligning themselves with our client’s business objectives and creating a collaborative partnership. Depending on program size and scope, the ESDM may lead a team of engineers.

 

The ESDM ensures successful management and oversight of day-day tactical and operational service delivery issues and ensures alignment with the client’s overall strategy and business needs and outcomes.   The ESDM will ensure integration of ITSM, projects, and works closely with the EBRM to adjust scope, timing, and budgets as needed, based on the needs of the business. 

 

This job requires extensive technical and program management experience. 
 

Essential Job Functions

  • Actively and consistently support all efforts to simplify and enhance the customer experience. 
  • Accountable for the execution of established best practices, processes, and methodologies to ensure delivery of enterprise services on time and within budget while meeting or exceeding quality standards and customer expectations. 
  • Through the incident & problem management process owner, conduct root cause analysis/post mortem meetings and facilitates the problem management process for lessons learned and preventive reoccurrence including the incorporation of the Major Incident Management function.
  • Through the change management process owner, manage and drive the change management process to ensure operational stability always. This includes communicating, tracking, and reporting of release/maintenance window preparedness as well as post change results, impacts, and trends.
  • Accountable for plans and teamwork assignments, directing work efforts, reviewing integrated project plans, escalating, and communicating resource needs, ensuring completion of quality reviews, and driving the resolution of issues as appropriate. 
  • Communicates with leadership and other stakeholders on program strategy, direction, and changes. 
  • Responsible for delivering services on time, within budget and meeting the strategic and business requirements. 
  • Responsible for tracking key project milestones and recommending adjustments to Project Managers. 
  • Partners with senior leadership of the business community to identify and prioritize opportunities to achieve the goals of the enterprise. 
  • Responsible for managing all aspects of the design, development, and implementation of the program. 
  • Mentors a team of engineers and/or other project management staff. 
  • Works closely with the Enterprise Business Relationship Manager to understand client’s business, their outcomes, and growth opportunities.
  • Partners tightly with the leader of Enterprise Business Relationship Management to ensure process and user experience alignment is in place: The technology experience is easy, intuitive, appropriate data is being captured, leveraged (Knowledge Base) and customer satisfaction feedback is used on an ongoing basis to support continuous improvement

Competencies (Knowledge, Skills and Abilities)

  • Ability to work independently with no supervision and guidance 
  • Ability to communicate orally and in writing in a clear and straightforward manner 
  • Ability to prioritize and organize effectively 
  • Ability to effectively analyze and interpret data 
  • Ability to show judgment and initiative to accomplish job duties 
  • Ability to document, prepare, and deliver data-driven presentations 
  • Ability to communicate with all levels of management and company personnel 
  • Ability to influence internal and external key stakeholders and build consensus 
  • Ability to make decisions and solve problems while working under pressure 
  • Ability to develop strong working relationships with peers and project members 
  • Superb ability to oversee and manage large, complex, diverse, and Enterprise accounts that impact the organization as a whole 
  • Excellent ability in implementing program and project plans and monitor progress, resource usage, and quality 
  • Advanced understanding and ability to manage complex program and project budgets 
  • Advanced knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified 
     

Experience, Educational Reqts and Certifications

  • Project Management experience 5+ Years 
  • IT or Engineering work experience 7+ Years 
  • BS/BA – Computer Science, Technology Process, or related field
  • ITIL certifications preferred

Konica Minolta Offers: 

  • Competitive salary (base salary + commissions). Strong results are well rewarded; President’s Club winners have earned trips to Ireland, Panama, Banff and this year, Atlantis, Bahamas.
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.


Nearest Major Market: Cleveland

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