The DRS Engineering Service Delivery Leader is responsible for ensuring the seamless delivery of technology services that support product lifecycle management. This role bridges engineering teams and operational aspects of product technology service delivery to ensure service delivery meets business needs, customer expectations and performance standards.
Top Key Responsibilities:
Technology Service Management:
Oversee the delivery of IT services supporting product platforms by establishing KPIs and SLAs and measuring service delivery against the same (execution, performance)
Monitors service performance against established KPIs and SLAs and identifies areas of improvement based on outcomes with the goal of ensuring high-quality delivery.
Owns critical incident management; serving as point of contact for service disrupting issues, engaging required resources to drive resolution, coordinates resolution efforts, and leads post-incident reviews.
Partnering with VP engineering, establishes global support model for L2 and L3 support capability encompassing global coverage.
Onboards new products and services to the established support model as they are introduced, participating in product launches and understanding product roadmaps to ensure proactive readiness in production (internal and external resources)
Tracks engineering performance to established KPIs and SLAs to continuously assess and evaluate service effectiveness and opportunities for improvement
Tracks and manages resource capacity to ensure technology service delivery commitments are met and identifies issues related to demand vs. capacity for proactive decisioning.
Stakeholder Engagement:
Maintain strong relationships with internal stakeholders and external clients.
Understand customer needs and ensure services are tailored to meet expectations.
Act as a liaison between product, engineering, and operations teams.
Produces performance scorecards for executive management
Technology Delivery Oversight:
Resource capacity management
Coordinates compliance and audit deliverables to ensure on-time execution and reporting.
Establishes and validates go to production check lists to warranty zero issue releases.
Required Skills:
Strong understanding of IT service management (ITSM) and frameworks like ITIL.
Experience defining, enabling and managing strategic SLAs and KPIs
Excellent program level management and leadership skills.
Ability to analyze complex problems and implement effective solutions.
Familiarity with product development cycles and technology platforms.
Strong communication and stakeholder management abilities (internal, external, executive levels)
Experience with resource capacity management in a cross-functional environment
Strong experience in managing technology service delivery at L2 and L3 levels
Incident management experience to include resource engagement, driving resolution and post resolution assessments and recommendations.
Multi-language capabilities a plus but not required.
Qualifications:
Bachelor's degree in computer science, Information Technology, Business, or related field.
5+ years of experience in IT service delivery, preferably in a product-centric environment.
Certifications in ITIL, PMP, or similar are a plus.
