Senior Service Delivery Manager

OneAmericaIT & Cybersecurity 6-8 Years

Job Description

At OneAmerica, we deliver on promises when customers need us most.  We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals.  We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

Job Summary

Responsible for management of internal and external teams within various towers, management of the delivery of services within the towers including the managed services organizations, ensuring the timing and quality of deliverables within the towers, and ensuring that the financial objectives are met by our service delivery teams.

Primary Responsibilities:

Manage and coordinate IT services and activities to assure effective enterprise resources are provided to the organization with in-house and commercial service management staff (30%)
Manages multiple programs and deliverables; and the coordination and direction of third-party partner relationships (30%)
Studies problems and capabilities, and develops solutions and strategies for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency (15%)
Analyze key performance indicators to ensure services are delivered within SLA’s, (15%)
Responsible for identifying, evaluating, and maintaining continual improvement opportunities from service desk and enterprise systems; improving quality and reducing costs. (10%)
Prepare, document and communicate various reports of production, operation, performance, and down time,
Recommends changes in programs, processes, routines, and quality control standards,
Key Stakeholder in the selection of managed service providers and the integration of those providers into a global service strategy for collaboration tools (O365, Chat, Network, and Office Automation, etc.)
Responsible for the development of enterprise communication and training materials,
Accountable for driving increased utilization of office collaboration tools,
Key Stakeholder in the development of and use of technology policies.

Job Requirements

Required Education and/or Certifications

7 years of relevant IT services delivery experience, or equivalent combination of education and work experience in technology, service management, and operations
Recommended Education and/or Certifications

Bachelor of Science Degree or higher; Management and/or Computer Science major desirable or 7+ years of proven work experience
Required Work Experience

Experience implementing enterprise-wide systems and applications utilizing project management best practices and methodologies
7+ years of experience managing and leading teams, contractors, delivery professionals in an in-house, on-shore, and near/off-shore environment
Or any combination of education and experience which would provide an equivalent background

Salary Band: 06C

As a condition of employment, OneAmerica requires that all new hires who receive a job offer on or after April 18, 2022 provide evidence of full or partial vaccination against COVID-19 within three days of accepting an offer letter with OneAmerica and before employment begins. If applicable, new hires must submit proof that they have received the second dose of a two dose COVID-19 vaccine within 30 days after their first dose is complete. If a new hire wishes to submit a request to be exempt from the mandatory COVID-19 vaccination policy due to a medical condition, sincerely held religious belief or other legal requirement, the associate will have three days after an offer of employment has been accepted to submit their exemption request for review and consideration by OneAmerica.

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in IN as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer:  OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit

Posted On

May 11, 2022