Manager, Application Service Delivery

Job Description

About This Role

We are seeking a Manager for Learning & Development Application Service Delivery to join our team. The successful candidate will lead the creation, deployment, running, and governing of critical business/ IT platforms focusing on HR Learning & Development capabilities. The Manager will be responsible for end-to-end service delivery to ensure projects, enhancements and L3 support is provided with best-in-class quality. The Application Service Delivery Manager will work with cross-functional teams of business analysts, technical architects, process teams and project managers to deliver a variety of upgrades, enhancements, new modules and other systems development initiatives. This role reports into the Head, Human Resources IT.

What You’ll Do

Managing Services & Stakeholder Collaboration
•    Cultivate and maintain excellent working relationships with business stakeholders.
•    Incorporate design thinking principles in understanding stakeholders’ needs and provide general guidance to business stakeholders on the appropriate use of application services to meet business objectives.
•    Proactively engage and identify improvement opportunities for delivery methodologies and processes.
•    Partner with HR solution owners and other stakeholders to understand business need, ensuring that application services align with these needs.
•    Ensure that application services are well integrated with other HR systems providing seamless user experience, data interchange, and insightful analytics.

Developing Learning & Development Digital Roadmap
•    Develop and maintain a technology roadmap for learning & development, aligned with the HR Strategic Digital Roadmap.
•    Incorporate an external perspective, considering industry trends and vendor product roadmaps.
•    Collaborate with business stakeholders to periodically review and update the learning & development roadmap, prioritizing in line with business needs.

Delivering Learning Initiatives
•    Plan and implement business initiatives that align with digital roadmap.
•    Lead the evaluation and selection of new technical capabilities, establishing a compelling business case justification for delivering business outcomes.
•    Lead initiatives from intake to production rollout, meeting ongoing and evolving learning & development business needs.
•    Develop integrated schedule in collaboration with cross-functional internal/external resources and consistently provide status updates.
•    Provide hands-on support in documenting business processes and ensuring that SDLC documentation is created and updated in line with the existing IT delivery methodology.

Managing Application Services Operations & Support
•    Supervise Application Management Services (AMS) to ensure the learning & development platform ecosystem is effectively managed and remains GxP compliant.  
•    Provide L3 technical/functional software support throughout product and project lifecycles.
•    Proactively resolve service delivery, quality, process, …