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Manager of Information Technology - Channel Servicing


Delta Air Lines
Location: United States
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
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The 'Manager of Information Technology - Channel Servicing' will be responsible for leading the delta.com Post-Purchase team, managing resources to facilitate the effective delivery of backend post-purchase functionality. This role includes overseeing the day to day development of the delta.com Trip Management and Account Management website functionality using Agile development practices.

YOUR SPECIFIC RESPONSIBILITIES IN THIS ROLE INCLUDE:
- Lead a team of business analysts and developers working on system support, enhancements and multiple large-scale projects in the delta.com Post-Purchase applications
- Manage onsite and offshore resources in delivering capital project work, striving to meet commitments early and under budget
- Ensure high quality application development with a clear focus on reliability, application stability, and performance; achieve aggressive application defect reduction goals and improve customer experience
- Communicate effectively with the team, business stakeholders and Channels leadership, keeping everyone abreast of the latest updates on projects and issues
- Work closely with business stakeholders and make sure their needs are being addressed
- Scope of responsibilities include significant Digital Transformation work and provide leadership to deliver innovative solutions and responsive design to our customers on delta.com
- Drive change in the team to move to the latest technical stack, aligned with the omni-channel journey; provide technical leadership and drive key transformational initiatives; this will include API integration and API development efforts
- Drive Agile transformation in the team toward the adoption of SAFe, including the build out of full stack product teams
- Keep the team motivated as they go through the technical and Agile transformation efforts; create a team environment where everyone wants to do their best and deliver results
- Actively manage core budget for the team and ensure that operational budget targets are met
- Engage aggressively to help triage production issues by joining bridge calls to help troubleshoot root cause and restore service; actively manage other test environment and project challenges to ensure that schedules are maintained
- Hire the right resources into the team and mentor them so that they can deliver the right solutions
- Provide timely and actionable feedback and coaching to team members so that they can grow in their career and continuously improve; have awareness of each person's career goals and openly discuss progress; provide challenging tasks and assignments to promote development
- Translate broader business initiatives into clear team objectives and concrete individual goals, aligning appropriately with other groups for efficient, coordinated action

WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?
- 5+ years of technology experience as a developer or technical project manager, including experience delivering complex information technology solutions
- 2+ years of leadership or management experience in a technology environment
- Excellent leadership skills with experience leading teams and direct reports
- Experience with Agile methodology
- Bachelor's degree or equivalent experience required
- Ability to be effective in a high stress environment
- Experience managing and executing multiple priorities in a timely manner
- Exemplify a world class competitive mindset for implementing continuous improvement methodologies
- Ability to influence and drive change
- Must have excellent written and oral communication skills

WHAT ELSE?
- In-depth knowledge and understanding of complex multi-tier front and back end applications preferred
- Experience with eCommerce preferred
- Strong customer service orientation
- Ability to make the difficult decisions in the best interests of the organization

Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
The 'Manager of Information Technology - Channel Servicing' will be responsible for leading the delta.com Post-Purchase team, managing resources to facilitate the effective delivery of backend post-purchase functionality. This role includes overseeing the day to day development of the delta.com Trip Management and Account Management website functionality using Agile development practices.

YOUR SPECIFIC RESPONSIBILITIES IN THIS ROLE INCLUDE:
- Lead a team of business analysts and developers working on system support, enhancements and multiple large-scale projects in the delta.com Post-Purchase applications
- Manage onsite and offshore resources in delivering capital project work, striving to meet commitments early and under budget
- Ensure high quality application development with a clear focus on reliability, application stability, and performance; achieve aggressive application defect reduction goals and improve customer experience
- Communicate effectively with the team, business stakeholders and Channels leadership, keeping everyone abreast of the latest updates on projects and issues
- Work closely with business stakeholders and make sure their needs are being addressed
- Scope of responsibilities include significant Digital Transformation work and provide leadership to deliver innovative solutions and responsive design to our customers on delta.com
- Drive change in the team to move to the latest technical stack, aligned with the omni-channel journey; provide technical leadership and drive key transformational initiatives; this will include API integration and API development efforts
- Drive Agile transformation in the team toward the adoption of SAFe, including the build out of full stack product teams
- Keep the team motivated as they go through the technical and Agile transformation efforts; create a team environment where everyone wants to do their best and deliver results
- Actively manage core budget for the team and ensure that operational budget targets are met
- Engage aggressively to help triage production issues by joining bridge calls to help troubleshoot root cause and restore service; actively manage other test environment and project challenges to ensure that schedules are maintained
- Hire the right resources into the team and mentor them so that they can deliver the right solutions
- Provide timely and actionable feedback and coaching to team members so that they can grow in their career and continuously improve; have awareness of each person's career goals and openly discuss progress; provide challenging tasks and assignments to promote development
- Translate broader business initiatives into clear team objectives and concrete individual goals, aligning appropriately with other groups for efficient, coordinated action

WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?
- 5+ years of technology experience as a developer or technical project manager, including experience delivering complex information technology solutions
- 2+ years of leadership or management experience in a technology environment
- Excellent leadership skills with experience leading teams and direct reports
- Experience with Agile methodology
- Bachelor's degree or equivalent experience required
- Ability to be effective in a high stress environment
- Experience managing and executing multiple priorities in a timely manner
- Exemplify a world class competitive mindset for implementing continuous improvement methodologies
- Ability to influence and drive change
- Must have excellent written and oral communication skills

WHAT ELSE?
- In-depth knowledge and understanding of complex multi-tier front and back end applications preferred
- Experience with eCommerce preferred
- Strong customer service orientation
- Ability to make the difficult decisions in the best interests of the organization

Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.

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