[Hiring] Technical Service Delivery Manager @McGraw Hill LLC.

Role Description

The role of the Technical Service Delivery Manager is to manage / maintain the delivery of steady state IT Operational support service from all vendors, systems and platforms across the enterprise. The TSDM is also the Critical Incident Manager for all critical incidents, as well as the Change Manager for Infrastructure (OCI, Back Office).

This is a remote position open to applicants authorized to work for any employer within Mexico.

• Critical Incident Manager – 24x7 availability to respond to major incidents.
• Manage communications to the MH Executive Leadership and the company as a whole during the lifecycle of the incident as per MH communication guidelines.
• Manage the troubleshooting team as needed (i.e: gather individuals needed, manage the Zoom bridge, delegate responsibilities as needed).
• Manage the status and disposition of the incident and record all relevant tasks and findings for the RCA.
• Change Manager for infrastructure (OCI, Back Office) – manages the weekly MH Change Advisory Board meeting.
• Work with technical groups and business owners to identify and diagnose potential customer quality issues before they become actual problems.
• Promote and reinforce adherence to the process and policies associated with both Incident Management and Change Management.

Qualifications

• Bachelor's degree in IT or Computer Science.
• 5 years of experience in managing and leading critical incident resolution.
• 5 years of experience understanding and managing all aspects of cloud computing including security audit, disaster recovery, network, server, storage, monitoring, etc.
• At least 3 years of experience with ITSM tools, preferably Service Now.
• At least 3 years of experience creating and documenting quality documentation for process, procedure, policy, standards, and best practices.

Requirements

• Preferred experience managing and supporting enterprise applications such as Oracle OTC, Oracle SOA, Enterprise Data Warehouse, EDI, and HR applications.
• Experience preferred with managing vendors supporting hosted infrastructure.
• OCI Experience.
• License or Certificate in ITIL or Project Management.

Benefits

• Base pay offered may vary depending on job-related knowledge, skills, experience, and location.
• A full range of medical and/or other benefits, depending on the position offered.
• Click here to learn more about our benefit offerings.