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Pearson Manager, Service Delivery & Response in San Antonio, Texas

Manager, Service Delivery & Response

The Service Delivery & Response team is responsible for supporting, delivery and responding to issues for our customers while providing a culture of collaboration, blamelessness and responsiveness. The Manager, Service Delivery & Response will be a people‐focused technical leader who provides direction and guidance to the incident response, problem management and change enablement teams. This position will be one of central focus and thought leadership within Pearson and will require quality decision making skills as well as experience working in global enterprise environments.

The Manager, Service Delivery & Response must be an exceptional collaborator, have a strong attention to detail, and be a passionate voice for the experience of our customers (both internally and externally). In this role you will lead a team of Incident Responders, Problem Managers and Change Enablers who play a pivotal role of coordinating multi-functional groups to prioritize issues and changes, identify root causes of issues, remediate any customer facing incidents as well as any actions identified during post incident reviews.

Responsibilities:

  • Lead, manage, develop, and motivate the team to provide detailed and timely response and resolution of incidents

  • Enable & support our businesses to deliver products with high quality, at a high velocity, while embracing change

  • Create a culture of knowledge sharing including best practices, PIR coaching as well as targeted improvements within DevOps and engineering teams ensuring best practices across engineering teams are aligned

  • Provide real-time insights and information to the right stakeholders in the right format

  • Establish well defined processes that continuously evolve to support Pearson and our customers' changing needs

  • Perform as an executive escalation resource during critical priority incident activities, monitoring and managing critical incidents to closure.

  • Provide timely and appropriate feedback that focuses on those things that will make the biggest difference in team performance and customer support.

  • Cultivate and lead a metrics driven organization with strong analytical capabilities. Lead and hold the rest of the organization accountable for Incident Reviews, Problem Reviews, Root Cause Analysis, monthly/quarterly service reviews.

Skills

  • Motivated by change; willingness and ability to drive change; demonstrated success with effective change management

  • Strong organization skills with the ability to handle multiple projects and responsibilities

  • 2-5 years of experience in customer focused communications or project management roles

  • Ability to develop and execute communication strategies that drive awareness and adoption for the intended audiences

  • Establish collaborative relationships built on trust and commitment and develop relationships at multiple levels within the business and technical teams

  • Experience with Service Management tools like ServiceNow, PagerDuty

  • Experience with Confluence, Jira, Sharepoint, Microsoft Teams

  • Knowledge of CI/CD pipelines

  • Knowledge in ITIL Service Operations processes and best practices.

  • Knowledge of agile project management methodologies

  • Knowledge of 24/7 support models, staffing, and utilization tracking best practices.

  • Experience leading and managing people in a global enterprise environment

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Job: TECHNOLOGY

Organization: Technology & Operations

Schedule: FULL_TIME

Req ID: 1030

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