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We work hard to build the technology that connects thousands of today's libraries. But we also work hard to make a job at OCLC a meaningful part of a balanced life- not a substitute for one.

The Job Details are as follows:

The major purpose of the Service Operations Center (SOC) Service Delivery Manager (SDM) at OCLC is to lead a team responsible for monitoring and controlling the member facing online services that OCLC provides. In addition, the SOC is charged with monitoring and controlling the internal systems and services that OCLC provides for employee use. The expected outcome of this activity is the assurance that all services are functioning as expected to deliver business value, and that when they are not functioning as expected, issues are quickly identified and re mediated.

The SOC operates 24x365 covering across time zones and regions. The SOC is always on duty. The SDM is responsible for Decision Control and Major Incident Management during their shift. Members of the team occasionally work outside their normal schedule in support of project and business needs.

Members of the SOC team are expected to have the operational skills, the technical knowledge, and the supporting professional competencies to effectively work with other OCLC staff members and with external customers as required. Members of the SOC must be able to collaborate effectively under stress and they must also possess very good verbal and written communications skills. The OCLC product set changes rapidly in response to customer demand, so all members of the SOC are expected to be able to reinvent themselves and learn new things that are applicable to the core SOC business function.

The Service Delivery Manager (SDM) ensures that the right processes, procedures, and technical staff are in place to ensure availability of the OCLC global service platform.  This platform includes both OCLC and non-OCLC assets and services. It forms the foundation from which all OCLC products and services are made available to patrons and members.   

Major responsibilities:

• Monitoring – The SOC is responsible for front line, real time, 24x365 monitoring and verification. This work is accomplished by SOC Analysts using a variety of OCLC provided tools that give visibility into the health of services, physical security, systems state, batch job flows, change activities, and supporting technology infrastructure. This work is continuous.
• A (SDM) must possess broad competency in the tools, systems, and processes used for monitoring at OCLC. They should understand how OCLC monitoring relates to service delivery. Each SDM is expected to possess the judgement to use information gathered from monitoring systems to determine if an event requires action and/or escalation beyond what is prescribed by existing process and instructions. The SDM is also required to understand the OCLC service delivery platform (multiple data center / hosting facilities and networks that support inter-data center traffic) as well as the services that utilize that platform.  The SDM leads triage to diagnose root cause analysis and remediation, communication, executive notification, and escalation.  They must be able to work with service providers when asked to escalate and be the focal point for rapid problem remediation.
• Communication – The SDM is expected to collaborate with other employees from diverse backgrounds to achieve desired business outcomes. Communication with peers, customers, and partners will occur using a variety of OCLC provided voice and data tools. This may need to occur at any time regardless of work schedule. Service Delivery Managers are expected to show business savvy when communicating. The SDM will be called upon to communicate with executives regarding the status of major incidents and remediation efforts. In addition, the SMD will attend or lead meetings as needed. Responsibilities include sharing updates on OCLC decisions that may influence the team’s activities.  Sharing information and making smart, informed choices is expected. Follow-through on accepted actions is expected.
• Note, the SDM may be required to communicate with external customers to manage expectations, gather information, or handle escalations.
• Developing Talent and Building a Successful Team – The SDM is expected to spend a significant amount of time training themselves and their teams. Training will be both formal and informal. Training may cover OCLC products and services or general technology.
• Ensure that team members have the right knowledge and competencies to effectively perform their assigned duties. Staff should be consistently refreshing and updating their abilities to remain relevant as technology changes. In addition, the SDM should be developing bench strength to account for career progression and career advancement from the SOC to other IT organizations at OCLC.
• Identify the right people to bring into the. Identify and proactively deal with people issues to ensure effective cooperation on shift, across shifts, and with other parts of the organization. Make sure the team meets expectations and achieves agreed on goals. Ensure that the team understands its responsibilities and successfully fulfill its obligations to OCLC members.
• Incident Management – The purpose of incident management at OCLC is to restore normal service operations. The SOC is responsible for creating and updating incident tickets in as needed. The SDM is expected to lead and facilitate the OCLC incident response though service recovery as needed.
• Each SDM will ensure that incident tickets created by their team contain sufficient detail, to allow other users to make informed action choices. Priority is assigned by the SOC using standard OCLC ITSM definitions. While functioning as an incident manager, each SDM is responsible for ensuring that major incidents are accurately assigned priority. Service Delivery Managers will fill the role of Incident Manager as necessary for the OCLC Incident Management process.
• Execution of Change Activity – The SOC routinely performs production change tasks to deliver features and fixes for services. SOC Analysts also execute job requests (batch requests) in workflow tools, complete change tasks in change requests, and complete other change activity as required to support ongoing business operations.  The SDM is responsible for ensuring that their teams complete these activities on time and accurately. These activities require a high level of collaboration with infrastructure, development, and business teams, including work with the RDE team to evolve standards.
• Service Delivery Managers are expected to be knowledgeable of all OCLC change, problem, and request management tools., and to maintain a functional understanding of OCLC ITSM processes. The SDM evaluates and delegates individual change activities at a tactical level based upon the availability of team resources. In addition, each SDM is expected to guide and mentor members of the SOC team as needed to improve skills.
• Continuous Improvement – Service Delivery Managers are responsible for ongoing personal and staff development. It is expected that a SDM will participate in training on OCLC processes, products, policies, and services as outlined in annual development and compliance. Each SDM is expected to stay abreast of technology changes that are relevant to their role. When OCLC sends Service Delivery Managers to sponsored training events they are expected to be professional and engage in learning the content being presented.
• Service Delivery Managers are expected to know how to use OCLC knowledge management tools and training resources. They are expected to give and act on constructive feedback regarding processes and tools. SDM’s will turn feedback into action plans and deliverables for the organization.
• Each SDM will proactively seek out learning opportunities for their peers and teams. The SDM is expected to serve as a mentor and coach.
• Achieving Results – The SMD should ensure the right processes, procedures are in place for their team to effectively monitor OCLC services. It is the responsibility of the SDM to optimize staff time and service availability. 
• Each Service Delivery Manager may lead or participate in periodic reviews of processes and procedures with focus on continuous improvement.  They may also participate in root cause exercises. The SMD will lead implementation of OCLC standard ITSM processes for their team. This will include communicating process changes and ensuring understanding at an individual level across the team.
• Planning and Organizing – Direct activities of assigned shift personnel performing Data Center(s) tasks and activities.  Provide status reports on changes and incidents. Ensure a smooth transition from one shift to the next to maintain operational continuity. 
• Responsible for the administration of shift schedules and for staffing the teams monitoring multiple data centers. Responsible for performing annual reviews with quarterly progress updates for staff members, and for developing action plans to address personnel issues as needed. This management position has the responsibility to recommend hiring and firing. 
• The SDM is the central point of coordination for implementation of scheduled installs, out of cycle installs, emergency installs, rollouts, operating system patches, software and hardware upgrades across multiple data centers.

Minimum qualifications:

• Associates Degree in Computer Science or an equivalent technical area, or equivalent experience in a technology field.
• Industry certification in technologies used at OCLC or in IT process fields.
• Leadership experience in Systems, Operations, Software, DevOps, or Support.
• IT incident response experience.
• Must demonstrate the ability to understand technical information to act while under stress.
• Must be able to share knowledge with others.
• Demonstrated technical, analytical, and communication skills. Troubleshooting skill.
• Ability to successfully perform major incident management on complex distributed systems.
• Must be able to effectively collaborate with developers, dba, application support staff, and business to accomplish technical objectives.
• Very good verbal and written communications skills and organizational savvy.
• At least 3 years of experience monitoring complicated software/service delivery systems.
• Experience with software management and software deployment and version control tools.
• Attentive to detail and able to work independently in a multi-task work environment
• Must be able to coach direct reports to improve their technical and professional capabilities.

Desired qualifications:

• BS in Computer Science or a technology field.
• Certification in Network, Linux, ITIL, Six Sigma, ISO, Data Center, Security, Systems, or Project Mgt.
• Approximately 5-7 years of experience in IT Ops or Support including supervisory experience.
• IT Incident Response / Major Incident Management.
• ITIL training and certification.
• Experience supporting or using OCLC technology.
• Demonstrated experience teaching, training, or providing continuous improvement feedback.
• At least 2 years of documented major incident management experience in a complex ITIL environment.
• Executive communication experience.
• Effective verbal and written skills in multiple languages.
• Demonstrated success collaborating across teams to overcome resistance and accomplish objectives.
• Experience using BMC Control-M or QuickBuild, or other equivalent tools to automate jobs and deploy software.
• Outcome oriented and personally accountable.
• Can show a track record of successful staff development.

Working Conditions: Normal office environment.

ADA/EAA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.