Innovation Delivery Operations Manager

Grant Thornton 11/16/2018 4:58:11 AM
JOB ID: 042171 Specialty:
New York City, New York




Grant Thornton is a collaborative, entrepreneurial firm on the move! As part of a dynamic, global organization of more than 47,000 people serving clients in more than 140 countries, we have the agility and focus it takes to be a leader.


We are looking for a forward-thinking Innovation Delivery Operations Manager to join the Innovation Delivery Team within Grant Thornton’s enterprise innovation initiative. In this important position you will work directly with Innovation Delivery Managers, Technical Architects, key vendor partners, and our internal Business Technology (BT) organization to support the delivery of critical firm initiatives.

Working with stakeholders from across Grant Thornton’s landscape, you will collaborate with various levels of the organization. You will also work directly with, and provide operational oversight of, third-party software and cloud service providers within the Firm’s vendor partner ecosystem.

You will provide operational thought leadership across delivery initiatives, including SaaS, PaaS, and cloud-based digital solutions. In support of this activity, you will establish and oversee the necessary operations and support resources, mechanisms, processes, and toolsets to manage our applications and cloud environments. You will be responsible for implementing the necessary Dev/Ops and L1, L2, and L3 support operations and associated service-level agreements (SLAs) with our vendor partners.

You will work closely with Innovation Team leaders to continually improve the Firm’s innovation delivery capabilities. You will maintain a good working relationship with teammates and clients and work effectively with client management and staff at all levels to gather information and perform services.


· Establish and oversee the necessary operations and support resources, mechanisms, processes, and toolsets to manage our applications and cloud environment

· Coordinate interactivity between Innovation-managed development and operations and Grant Thornton’s other managed services operations teams

· Create and implement Dev/Ops and L1, L2, and L3 support operations and associated SLAs

· Work with BT Security to ensure appropriate security measures and controls are in place; assist in achieving required certification and/or regulatory requirements

· Oversee the provision of services (run and maintain)

o Ensure environments are set-up, appropriate access is granted in a timely manner, and critical Dev/Ops functions are in place to support Innovation initiatives

o Proactively monitor to ensure all defined services are running according to SLAs with Innovation customers

o Recognize and address potential system health issues (e.g. software versions going out of date, capacity issues, etc.)

o Participate in high-priority incident response

o Regularly review operational metrics and adjust accordingly

o Participate in licensing agreements and inventory management

· Develop and maintain a service management framework

o Assist in the development of overall and individual SLAs

o Develop an operational roadmap to ensure system health

o Establish basic service management processes (e.g. incident, change, et al)

o Establish strategy for back-up, recovery, maintaining, and monitoring environments

o Develop communication plan for planned and unplanned disruptions

Key tasks include:

· Establish Dev/Ops and L1, L2, L3 support model

· Develop and oversee SLAs

· Drive operational vendor selection and management

· Provision, maintain, and monitor cloud-based environments

· Oversee system and environment health and participate in incident response activities

· Establish service management processes



What we are looking for in you includes:

· Bachelor’s degree in a related business and/or technology field

· 7+ years of successful operations and 3rd party vendor management experience

· Desired: at least 3 experience in the professional services sector with an emphasis on technology and culture initiatives

· Microsoft Certified Solutions Expert: Cloud Platform and Infrastructure

· Proven ability to prioritize and drive solution-centric efforts across geographically distributed Agile teams of business and technology professionals

· ‪Strong background/experience with the utilization of digital, cloud-based emerging technologies

· Excellent oral and written communication skills - ability to communicate difficult subject matter in a clear and concise fashion and enable successful delivery of innovation

· Ability to effectively execute job duties in a collaborative manner and with sound judgement, pragmatism, and a bias toward results

· Self-confident and comfortable presenting information to large groups of people, facilitating meetings, and building consensus

· Strong and demonstrated skills in conflict resolution, collaboration, negotiation, influencing, and leadership

· Strong organizational skills including critical thinking and problem-solving skills as well as attention to detail and multi-tasking skills

· Operations and application development background with multiple years of experience and practical application within Agile project management methodologies

· Highly action-oriented, with a leadership style characterized by strong influencing skills; someone who is a change agent who can build collaborative relationships

· A practical project and change practitioner who delivers services with a pragmatic approach to solving business challenges

· An advocate of continuous process improvement and proven experience in driving process efficiency and simplification

· An engaging and approachable personality and a significant history of working successfully with all levels of staff from front-line through senior executive

· Committed to personal and team excellence and someone who is willing to roll up their sleeves and do whatever it takes to get the job done


Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits please visit


Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd, one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenue in excess of $1.56 billion and operates 58 offices across the United States with more than 565 partners and 8,000+ employees

Grant Thornton works with a broad range of publicly and privately held companies, government agencies, financial institutions, and civic and religious organizations. Core industries served include consumer and industrial products, financial services, not-for-profit, private equity, and technology. Grant Thornton focuses on serving dynamic organizations that pursue growth holistically — whether through revenue improvement, leadership, mission fulfillment or innovation.

It is Grant Thornton’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

Requisition ID: 042171

New York City, NY
New York City, New York