Service Delivery Manager

Role Overview

Lead and coordinate three critical streams:

1.    EDI Migration Project – Transition from legacy EDI platform (TrustedLink) to IBM Sterling B2B Integrator under a tight deadline.

2.    L2/L3 Support Team – Manage ongoing support for the legacy EDI platform during migration and stabilization.

3.    Azure Modernization Project – Collaborate with cloud engineering teams to plan cutover, handover, and transition of EDI workloads to Azure.

 

Key Responsibilities

•     Program Governance & Planning

o     Develop integrated program plans covering migration, support, and Azure modernization.

o     Define milestones, dependencies, and risk mitigation strategies across all streams.

•     Cutover & Transition Management

o     Plan and execute cutover from legacy to Sterling and later to Azure.

o     Ensure smooth handover of systems and documentation to cloud operations teams.

•     Process Improvement

o     Review and enhance existing SOPs for migration, support, and cloud transition.

o     Establish governance frameworks for decision-making and escalation.

o     Define and implement KPIs for delivery performance, SLA adherence, and quality.

o     Standardize reporting templates and dashboards for leadership and client visibility.

•     Team Leadership

o     Manage composite teams (employees + vendor resources) across development, QA, support, and cloud engineering.

o     Align resources and resolve conflicts across parallel projects.

•     Stakeholder Communication

o     Provide consolidated status updates to senior leadership and client.

o     Prepare executive dashboards and transition readiness reports.

•     Budget Oversight

o     Track program financials and performance against SOW.

o     Negotiate scope changes and manage invoicing approvals.

•     Risk & Issue Management

o     Maintain risk register for migration and cloud transition.

o     Implement contingency plans for cutover failures or delays.

•     Compliance & Security

o     Ensure HIPAA and data security compliance during migration and cloud onboarding.

o     Validate encryption and audit controls in Azure environment.

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Required Skills & Qualifications

o     10+ years in IT program/project management with multi-stream delivery experience.

o     Proven success in EDI migration projects, cloud transition programs, and process improvement initiatives.

•     Technical Knowledge:

o     EDI standards (X12, EDIFACT), IBM Sterling B2B Integrator, legacy platforms (TrustedLink).

o     Familiarity with Azure cloud services (IaaS, PaaS, networking, security).

•     Skills:

o     Strong vendor management and multi-team coordination.

o     Expertise in cutover planning, transition governance, and managed services.

o     Ability to design and implement SOPs, governance models, KPIs, and reporting frameworks.

o     Proficiency in project management tools (MS Project, JIRA, ServiceNow).

•     Certifications:

o     PMP or equivalent preferred.

o     ITIL Foundation for support governance.

o     Azure Fundamentals (preferred).