14 West | Service Delivery Manager, Data & Analytics - Technical.ly

Service Delivery Manager, Data & Analytics

14 West |  Baltimore | Data Science

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

14 West is seeking a Service Delivery Manager for the Data and Analytics (D&A) department. This position will report to the Managing Director, D&A and will partner with Directors, Architects and Product Owners. The successful candidate will join a results-oriented team and participate in the design, implementation, maintenance and support of our analytical and reporting applications. The Service Delivery Manager role also includes management responsibility for our Data Services group, insuring world class Data Engineering services are provided to support the strategic objectives of internal partners. This is a key role in the Data & Analytics team and will work closely with business and IT leaders and Product Owners to define, develop and implement solutions.

In 2016, 2017, 2018, and 2019, 14 West was voted one of Baltimore’s Top Workplaces by The Baltimore Sun. You can learn more about life at 14 West by checking out our WestWord blog.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Personnel Leadership

  • Manage 3 – 6+ BI developers as they model, design, develop, test and implement appropriate backend and front-end components needed to meet business reporting requirements.
  • Manage 3 – 6+ data engineers as they design, develop, test and implement data engineering flows needed to meet business reporting requirements.
  • Manage the team in accordance with 14 West operating model and process definitions.
  • Work with colleagues to gather business requirements, assign resources, develop work plans with duration estimates. Lead a team to execute the plan and deliver the required deliverables on time.
  • Provide appropriate mentorship, feedback and career growth to ensure the team is highly effective and engaged.

Technical Leadership

  • Insure adherence with effective development lifecycle practices and serve as a steward for developing quality driven solutions – including release schedules, development standards and metrics.
  • Manage the monitoring and execution of the data platform, presentation layer systems and data engineering flows to the service level agreements agreed upon with our stakeholders.
  • Manage relationships with system administrators, infrastructure, CM to align with change management processes and to ensure performance, processes and access is optimal for our global reporting solutions.
  • Ensure work processes and technical solutions are documented for peer reference and knowledge transfer.

Teamwork/ Collaboration

  • Lead, triage, and facilitate communication during system maintenance, unplanned downtime, or breeched service level agreements between internal resources, vendors, and stakeholders.
  • Coordinate with internal departments to move specific tasks forward, and ensure efficiencies and customer satisfaction.
  • Leverage IT, security, data engineering, and the database administrators effectively.
  • Collaborate with project managers, product owners, and data architect on resource alignment.
  • Work with the Architecture team on evolving the tech stack roadmap. Review, mitigate and manage pain points.


Essential Requirements

  • 7+ years’ of management experience, managing both technical execution and soft skills for a team of at least 5.
  • 3+ years’ of experience working in a data development environment.
  • BA/ BS Degree, or equivalent experience.
  • Proven experience in holding themselves and direct reports accountable. Utilizing, understanding and managing the strengths and weaknesses of team members.
  • Extensive experience in managing multiple ongoing programs/projects, allocating highly sought after resources and diverse application dependencies.
  • Understanding of fundamental data architecture and design.
  • Critical, solution-driven thinking: must be motivated to learn the 14 West systems, processes and Agora’s business model.
  • Understanding of database and ETL design principles and best practices.
  • Excellent interpersonal skills including strong written and verbal communication.
  • Ability to clearly articulate and document standards and procedures.
  • Demonstrated ability to communicate effectively with senior leadership and to express complex technical concepts in business terms.
  • Manage and prioritize their own work and meet agreed upon deadlines.
  • Work and integrate as needed with various project teams.
  • Willing and motivated to learn about the marketing business.

Desirable Requirements

  • Fundamental data architecture and design skills.
  • Strong understanding of SQL including performance and maintainability concepts. Capable of troubleshooting common database issues.
  • Knowledge of Big Data Technology’s or Analytical tools.
  • Experience managing systems deployed in the cloud.
  • Knowledge of direct marketing principles and best-in-class methodologies.
  • For internal candidates, in-depth knowledge of the Agora business and the marketing funnel.
  • For internal candidates, an understanding of all Agora applications and systems and how they interface with each other and with Reporting.
  • Knowledge of and comfort working in compliance with Agile Methodologies.

We offer a wide variety of benefits, programs, and services to our employees, including:

  • Medical, vision, and dental insurance plans
  • Employer-subsidized parking
  • 401(k) plan with employer matching
  • Generous vacation time and paid holidays
  • Fitness programs and discounts
  • Casual dress code

About 14 West

14 West exists to support entrepreneurs, to promote the growth and protection of their businesses, and to provide them with the resources they need to be great workplaces that attract and retain exceptional talent.

By relying on us, our clients enjoy the unique luxury of focusing on their passion… and we get to focus on ours. We take a custom-tailored approach to every solution for every client. We believe passion is a critical ingredient in the services we provide. And we strive to deliver leading-edge yet sustainable strategies that promote perpetual growth.

14 West is an Equal Opportunity Employer and complies with all applicable Federal, State and local employment laws. No question in this Application is intended to elicit information in violation of any such law, nor will any information obtained in response to any question be used in violation of any such law. Applicants with disabilities who require a reasonable accommodation to participate in the application and/or interview process may contact us at here@14west.us to arrange for such accommodation.

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Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Onsite Gym
  • Vision
  • Wellness Programs
Parental Benefits
  • Generous Parental Leave
Perks & Discounts
  • Casual Dress
  • Company Outings
  • Snacks
  • Special Discounts
Professional Development
  • Online Trainings
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days

What’s it like to work at 14 West in Baltimore?

Missing a day in the office at 14 West makes you feel as if you’ve missed out. We have a great group of really smart and motivated people that come up with truly brilliant solutions to the challenges we face in the publishing and subscription services we enable. This being said, the office is totally casual — people bring their dogs to work and there’s work/life balance in that you can work remotely if needed.

Our offices are beautiful. They make up a campus of 12 individual buildings in the Mount Vernon neighborhood of Baltimore. In the summertime when we have interns working with us it starts to feel like a college campus as you see the interns going from building to building with their backpacks. The buildings are a mix of incredible historic homes and some modern construction. We sit in massive open offices that carry mixes of the functional roles; this enables cross collaboration. You can stand up and go talk to anybody, you don’t have to set up formal meetings. It’s open and easy, and that’s how we’re able to move so quickly to get things done each day.

Who is 14 West and what do you do?

14 West exists to support entrepreneurs, to promote the growth and protection of their businesses, and to provide them with the resources they need to be great workplaces that attract and retain exceptional talent.

By relying on us, our clients enjoy the unique luxury of focusing on their passion... and we get to focus on ours. We take a custom-tailored approach to every solution for every client. We believe passion is a critical ingredient in the services we provide. And we strive to deliver leading-edge yet sustainable strategies that promote perpetual growth.

What’s a common attribute amongst 14 West employees?

The preeminent traits seem to be a desire to learn and curiosity. If you are willing to work hard and want to understand how 14 West works, how things are done and how to contribute new ideas, you’ll be rewarded and will move up quickly. One thing that is expected of everyone that walks in here is you need to raise your hand and you better have high expectations for yourself. If you’re waiting for someone to tell you what to do, that gets noticed very quickly and not in a good way.

What is the team working on at the moment?

We handle all of our enterprise data. A lot of our focus right now is in optimization and building world class tools for our affiliates. One specific project our team is working is developing a set of new self-service applications where instead of Agora affiliates reaching out to our team directly for data and reports, they’ll be able to source what they need on their own. We are developing a series of new, cutting-edge feed applications where data can be loaded in, reports can be generated on the fly and our developers can understand exactly what the affiliates most want.

How do 14 West employees stay connected and engaged with each other?

A lot of us travel to different conferences to develop our skills and that’s always a great way to reconnect in a more personal way with your colleagues.

We do a lot of volunteer work within the community right around us here in Baltimore. Aside from this, we take pride in having the best holiday parties — there have been people caught trying to sneak into them! We also do a lot of happy hours in the office (employees enter their preferred beer or wine via their Drizly account). 

What can new employees expect?

New employees can expect extensive training through 14 West’s learning and development division, which features hands-on classroom learning and online guided courses that ensure new hires have been inducted into the company through a mentored program. Otherwise, get ready to run with your ideas. We like big ideas and if you bring them to the table you better be ready to act on them, we’ll provide the resources to drive it.

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