WHO WE ARE

We are a high performing, forward-thinking IT service delivery management department passionate about driving results and positive change and enhancing our business partners’ satisfaction. Our track record includes implementing value-added, cost-effective sourcing agreements and efficient service delivery processes and solutions that have a lasting impact.

WHAT YOUR ROLE ENTAILS AND HOW YOU'LL CONTRIBUTE 

Here’s how you can contribute as a Service Delivery Manager to our commitment to excellence:

• Business Relationship Management: Foster collaborative relationships with diverse executives, senior leaders, and middle management stakeholders to ensure successful outcomes.
• Client-Centric Excellence: Excel at maintaining high satisfaction levels by understanding business partner needs, anticipating challenges, and proactively addressing them with a focus on delivering exceptional service that exceeds expectations. This commitment to excellence not only benefits our business partners but also provides a platform for your personal growth and development.
• Process Optimization: Lead cross-functional teams (to include Hallmark employees and vendor resources to streamline service delivery processes. Identifying bottlenecks and implementing improvements enabled increased efficiency, reduced costs, and ensured seamless operations.
• Vendor & Contract Management: Identify and evaluate potential IT vendors based on specific criteria, including technical capabilities, pricing, and service offerings. Negotiate contracts and terms with vendors to ensure favorable arrangements and cost-effective services.
• Budget and Financial Management: Collaborate with finance teams to create and manage budgets for IT service delivery, service operations, and vendor-related expenses. Develop and maintain show back, charge back, passthrough, service credit processes, metrics, and/or dashboards. Validate and manage contract financials, and commercial costs and value: invoice management, resource consumption verification & optimization, discretionary spend/ pool management value assurance.
• Program/Project Leadership: As a hands-on leader of more than 5 indirect functional reports (may include project manager) and more than one project team, oversee more than 5 complex and business critical projects to include infrastructure, service desk and end user computing, networking and payments service domain(s) and service extensions to our global businesses to include Hallmark Media, Hallmark International, Dayspring, Hallmark Business Connections, or Crayola, ensuring timely delivery and adherence to quality standards.
• Innovation and Sustainability: Leverage technology to research, assess, and create sustainable solutions. Whether adopting agile methodologies, industry best-practice sourcing practices, governing partners for end-to-end service integration while demonstrating a commitment to driving innovation.
• Metrics-Driven Performance: Measure success through key performance indicators (KPIs). Tracking metrics related to service quality, response times, and customer feedback continuously improves service delivery.

BASIC QUALIFICATIONS

• A bachelor’s degree or 4 years’ professional experience.
• At least 7 years of experience in IT service management, project management, or vendor management.
• Experience with successful service and project delivery and vendor partnerships.

 PREFERRED QUALIFICATIONS

• A bachelor's degree in computer science, information technology, or business
• Strong leadership, communication, interpersonal, and relationship management skills with a proven track record of guiding and motivating teams and effectively interacting, building, and maintaining positive relationships with stakeholders, IT teams, and vendors.
• Certification(s) in ITIL (Information Technology Infrastructure Library) for service management, project management, or relevant vendor management certifications.
• A deep understanding of IT systems, processes, and technologies to oversee service delivery and engage with vendors on technical aspects.
• Experience in project management methodologies and tools to handle complex projects involving service delivery and vendor management.
• Ability to analyze service and vendor performance data, market trends, and financial information to make informed decisions and drive improvements.
• Skilled in addressing issues related to IT service delivery and vendor relationships and finding effective solutions.
• Skilled in managing organizational change and fostering a culture of continuous improvement.
• Demonstrate a strong focus on customer satisfaction and understanding the importance of delivering high-quality services to both internal and external stakeholders.
• Experience in assessing and mitigating risks associated with IT service delivery and vendor partnerships to ensure smooth operations and minimize disruptions.
• Proficiency in contract negotiation, drafting, and management to ensure favorable terms and SLAs with vendors.
• Understanding budgeting, cost analysis, and financial forecasting for IT service delivery and vendor management.

ADDITIONAL DETAILS

• This position is hybrid requiring some work onsite at our headquarters in Kansas City, MO.

Now’s your chance to embrace a future with Hallmark—just follow the instructions below to apply. 

You must show how you meet the basic qualifications in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are DOCX and PDF.

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. 

Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks. 

Hallmark is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please. 

HALLMARK – Because Connecting With Each Other Has Never Been More Important 

For more than a century, Hallmark has been bringing people together and improving the relationships that matter most. That’s why millions of people all over the world connect with the Hallmark brand. It has always been a mission so much bigger than any one of us who work here.

Today, we need empathetic learners, strategic thinkers, and enthusiastic visionaries with diverse experiences and skills to help us create the rest of Hallmark’s second century as we shift to a more digitally savvy, unified approach that combines the best of brick-and-mortar retail with the efficiency of dot-com spaces. Help us imagine what our next hundred years could look like! 

When you join Hallmark, we will go out of our way to make you feel like part of the team. In the day-to-day, we’ll make the best use of the skills and talents you already have. We’ll also give you leadership opportunities and show you multiple potential pathways to future success. 

Our culture of care for our consumers and for one another shows in the way we embrace different backgrounds, identities, and working styles, deliberately seeking out ways to be more inclusive both internally among our work groups and externally through the things we make and sell to our retail partners and consumers. We believe that a broadly inclusive, equitable approach is also our best path to future success. We’re seeking out those who can bring a fresh perspective to our business and would love your input as someone new to our team! We can only change and grow when we intentionally include new perspectives–like yours.