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Digital Service Delivery Mgr

Company: AFLAC - American Family Life Assurance Company of
Location: Columbus
Posted on: January 15, 2022

Job Description:

Job Summary
The Digital Service Delivery Manager has full accountability for the end-to-end delivery solution process, which extends across the functions of plan, build and run. Responsible for all initiatives within their distinctive service domain. Manages the direction for teams responsible for planning, designing, developing, delivering and operating IT solutions for the business and customers; provides management direction and supervision for teams delivering solutions across both the business and IT; assists the Digital Service Director in developing long-range visionary strategic plans; analyzes trends in technology; analyzes the impact of emerging technologies on the business and provides assessments and solutions to address technology and business issues; manages financial resources of the company while ensuring the development of high-quality, low-cost technology solutions aligned with customer and business needs and establishes relationships with employees and key stakeholders (internal and external). Responsible for developing and running agile based work teams with the intent of delivering business value in every sprint.

Principal Duties & Responsibilities
Builds and sustains a trustworthy relationship across the digital organization; Sets overall guidelines and performance measurements for service domain; ensures leadership skills are at a level where they can drive the teams to meet expectations

Works directly with the Digital Service Director to create strategic plans for the business' future growth to ensure the digital organization is responsive to company growth and objectives; Prepares and submits budgets, strategic plans, estimates, forecasts, statistics, analysis and financial information in conjunction with ongoing business requirements, priorities, policies, and procedures

Assists the Digital Service Director in designing and implementing policies by establishing standards and procedures, measuring results against standards, and making necessary adjustments; directs the planning, development, implementation and ongoing support needs of integrated IT initiatives to support business strategies

Participates in business strategic planning and decision-making at the division level and may be involved to some extent in visionary strategic planning and decision-making for the organization; Leads business technology planning for assigned business domains/divisions in a highly technical and strategic area

Leads management activities and initiatives at the subdivision level and may direct management initiatives at the division level

Oversees services provided to assigned business domains; focuses on one or more business segments of moderate to high complexity; communicates frequently with portfolio domain leads, providing feedback and recommendations and interacts with executive management, providing strategic recommendations

Provides both business and technical leadership and vision, and leads the development of standards and decisions regarding changes to systems/applications

Assists the Digital Service Director in creating an integrated digital and information technology strategy/plan to support multiple business unit strategies, which may include analyzing new emerging technologies and translating implications of the new technology into an effective integrated IT strategy for multiple business units

Provides enabling technology solutions that make it easier for customers and suppliers to do business with the enterprise as well as increase revenue and profitability

Integrates high quality, low cost services across multiple businesses and customers

Allocates resources (budget and people) and directs the development and delivery of training for internal and external IT users to ensure productive use of existing and new systems

Champion of Agile based processes to drive speed to value

Provides fact based reporting of results; is measured to delivery of digital initiatives (scope, schedule and budget), and the business results including adoption, revenue growth, customer experience and cost efficiency targets

Is an advocate of change always looking to improve how we operate to better serve the company

Performs other duties as required

Leader - Education & Experience
Bachelor's Degree in Computer Science, Information Systems or a related field, six or more years of relevant technical or business experience, four years' experience in a supervisory role or leading initiatives/solutions, demonstrated ability to launch and deliver multiple IT projects on time and within budget, experience implementing holistic management solutions; teamwork and interpersonal skills at all levels of management; analytical, problem solving, and conceptual skills, experience leading a team; attention to detail and organization skills; ability to utilize metrics and data to improve service quality and team performance, or an equivalent combination of education and experience.

Certification Certified Project Management Professional or equivalent professional training (Preferred)

Job Knowledge & Skills
--- Data Standards - Intermediate

--- SDLC - Intermediate

--- Agile - Intermediate

--- Development Methodology & Procedures - Intermediate

--- Ability to multitask and manage in a cross- functional environment

--- Project management and agile methodologies and tools, resource management practices and change management techniques

--- Understands and stay current with industry trends, new managed service news, and cloud computing models

--- Ability to present and explain technical information in a way that establishes rapport, persuades others, and gains understanding

Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments

Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener

Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities

Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages

Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial

Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals

Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds

Keywords: AFLAC - American Family Life Assurance Company of , Columbus , Digital Service Delivery Mgr, Other , Columbus, Georgia

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