• Manager of Service Delivery and Business Analysis – Northwest USA

    Job Locations US-WA-Seattle
    Posted Date 1 month ago(5/25/2018 5:49 PM)
    Job ID
    Information Technology
  • Overview

    Reporting to the Director of IT and operating out of our Seattle office, the successful candidate will work with local management and the global IT team to interface with and support the business.  This role has two distinctive mandates: Service Delivery and Business Analysis.


    Manager of Service Delivery

    As Manager of Service Delivery, this role is responsible to ensure that the SLA’s between the business and IT are met regionally.  Local IT staff will report to the Manager of Service Delivery administratively, with functional reporting lines to IT management in Canada as required.  Other responsibilities include (but not limited to) ensuring that policies and procedures are being followed, managing the day to day activities of local IT resources, performing annual performance/salary reviews, working with the Director of IT on annual budgets, managing relationships with local IT vendors/ISPs/Cellular providers.  It is the responsibility of the Manager of Service Delivery to work closely with the Director of IT to resolve all service delivery challenges in a collaborative and timely fashion.


    Manager of Business Analysis

     As Manager of Business Analysis, you will have a critical role in ensuring that mature, robust solutions will be selected, developed, implemented and supported. The selected candidate will be hands on, providing support, gathering requirements and ensuring that the needs of the business are met.  Acting as the primary liaison between the business and global IT management you will ensure that both parties are kept informed of any new developments or initiatives. Travel both nationally and internationally will be required for this role. There could be potential to work on short term projects with other divisions within the Cooke group of companies provided it is not to the detriment of the business.


    • Work closely with the business leaders, meeting as required, to ensure alignment between the business and IT;
    • Lead/coordinate projects related to the procurement, configuration, customization and deployment of enterprise business solutions;
    • Interface with key business stakeholders, solution providers and various members of project teams to gather requirements, perform solution discovery, analysis and actively engage in the implementation process to configure and deploy required business solutions;
    • Identifying and developing functionality changes as required;
    • Study business user operations to identify and document requirements for functional business related solutions.  These solutions may consist of new or changed processes and technologies;
    • Provide expert functional guidance including configuration review and setup, troubleshooting, system configuration changes, data analysis, etc. 
    • Document user manuals to describe application installation and operating procedures;
    • Provide guidance to users on effective and efficient approaches to utilizing modules, tools and data;
    • Providing documentation to and coaching 1st tier support staff;
    • Engage with business users and project teams in comprehending project scope, requirements and functions introduced, new processes, create data flows and provide cross functional leadership


    • Possess the ability to interview various non-technical stakeholders to understand complex, dynamic business rules/process and then create detailed, specific and comprehensive documentation that is easy to understand for non-technical users;
    • The ability to elicit information from technical resources to develop workable solutions for customers;
    • Must be able to create and present key artifacts like scope documents, project charter, project plan, use cases, detailed specification of key business rules, activity diagrams, business process mapping diagrams and documentation for cross functional projects;
    • Mentor other Analysts as required;
    • Develop a deep understanding of client applications, customers and business processes within appointed business units;
    • Maintain and communicate a positive demeanor and outlook throughout the entire process;
    • Excellent understanding of business complexity and project interdependencies;
    • Intellectual curiosity and the ability to question processes across functional areas;
    • Ability to quickly troubleshoot problems that may arise in operational systems and data

    Working Conditions

    • This position is based in the corporate office which is located in Seattle, Washington and will require prompt and reliable attendance into the office during core business hours as face time in the office is a key company value. In addition to the standard corporate office schedule, this position will also require some extended hours (mornings, evenings, occasional weekends, holidays, etc.) in order to meet business needs to support company IT needs and complete any IT projects or issues that arise.


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