You have a life. We like that about you.

At OCLC, we believe you'll do the best work of your life when you're living the best life possible.

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 Senior Service Delivery Manager will be responsible for the end-to-end delivery of products within the Operations & Technology team. They are key partners and collaborators with internal customers, as they lead the discovery, definition and development of new products and services. They ensure expectations and needs are met. This role acts as a leader and mentor, elevating product and project delivery.

Responsibilities

• Craft a clear and evolving roadmap for the continued support and enhancement of infrastructure products.
• Actively promote our products to partners and customers, enhancing visibility and engagement.
• Build strong relationships with internal clients by keeping them regularly informed and actively seeking their feedback to gauge product effectiveness and future needs.
• Take full responsibility for overseeing the complete lifecycle of medium to large-scale technology infrastructure projects.
• Manage intake of new projects ensuring completeness of scope and requirements.
• Work closely with technical managers and teams to establish major milestones and detailed plans covering project initiation, construction, testing, deployment, and conclusion.
• Develop resource allocation plans to ensure full engagement of the infrastructure teams and efficient use of their time.
• Provide mentorship and guidance to Delivery Lead, Service Delivery, and Project Manager roles throughout the organization.
• Provide direction and definition to the product and services management process.
• Review and refine the project management practices to ensure optimal execution.
• Provide oral and written updates as needed to all stakeholders.
• Maintain comprehensive and detailed documentation.

Technical Skills

• Program Management: Demonstrated expertise in overseeing extensive, multi-project programs with a focus on strategic contributions to both the department and the broader organization.
• Product/Service Process Enhancement: Proven ability in formulating and standardizing optimal practices and procedures for product or service management.
• Project Leadership: Solid experience in guiding diverse teams through all phases of major projects, from initial planning to successful execution and implementation.
• Moderate technical acumen or experience of the infrastructure space.
• Excellent oral and written communication skills, with ability to create and manage detailed plans using Excel and/or PowerPoint.
• Ability to speak effectively to stakeholders and senior leadership regarding projects and product roadmaps.
• High attention to detail.
• Provide thought leadership to help streamline work intake, planning, and reporting processes.
• Strong sense of ownership and responsibility with projects.
• Ability to work with internal and external customers to understand and discuss technical concepts, evaluate options, manage tradeoffs, and define a path forward.
• High focus on teamwork, partnership, and collaboration.
• Strong analytical and organizational skills.

Qualifications

• Bachelor’s degree or higher with a technical discipline.
• 10+ years of technical program management experience.
• PMP Certification a plus.

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.