Technical Service Delivery Manager

Technical Service Delivery Manager

Job Description

Overview

Build the Future

At McGraw Hill, we are dedicated to delivering digital learning experiences that transform education for learners and educators. Our focus is on creating seamless, impactful products that truly benefit our users while supporting growth and collaboration across teams. We foster a culture that values innovation, teamwork, and a balance between career growth and personal well-being.

How can you make an impact?

The role of the Technical Service Delivery Manager is to manage / maintain the delivery of steady state IT Operational support service from all vendors, systems and platforms across the enterprise. The TSDM is also the Critical Incident Manager for all critical incidents, as well as the Change Manager for Infrastructure (OCI, Back Office).

This is a remote position open to applicants authorized to work for any employer within Mexico

What can you expect from the position?

• Critical Incident Manager – 24x7 availability to respond to major incidents
• Manage communications to the MH Executive Leadership and the company as a whole during the lifecycle of the incident as per MH communication guidelines.
• Manage the troubleshooting team as needed (i.e: gather individuals needed, managed the Zoom bridge, delegate responsibilities as needed
• Manages the status and disposition of the incident and records all relevant tasks and findings for the RCA
• Change Manager for infrastructure (oci, back office) – manages the weekly MH Change Advisory Board meeting
• Work with technical groups and business owners to make sure they can identify and diagnose potential customer quality issues before they become actual problems
• Promote and reinforce adherence to the process and policies associated with both Incident Management and Change Management

We’re looking for someone with:

• Bachelor's degree in IT or Computer Science
• 5 years of experience in managing and leading critical incident resolution
• 5 years of experience understanding and managing all aspects of cloud computing including security audit, disaster recovery, network, server, storage, monitoring etc.
• At least 3 years of experience with ITSM tools preferably Service Now
• At least 3 years of experience creating and documenting quality documentation for process, procedure, policy, standards and best practices

Preferred experience:

• Experience managing and supporting enterprise applications such as Oracle OTC, Oracle SOA, Enterprise Data Warehouse, EDI, and HR applications
• Experience preferred with managing vendors supporting hosted infrastructure
• OCI Experience
• License or Certificate in ITIL or Project Management

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively building experiences that will help shape the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

Base pay offered may vary depending on job-related knowledge, skills, experience, and location. A full range of medical and/or other benefits, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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