IT Service Delivery Manager

4 weeks ago

Toronto, Canada Advanced Chemistry Development Inc Full time

Job Title:
**Information Technology (IT) Service Delivery Manager**

Location: Europe and North America (hybrid)

About ACD/Labs:
For over two decades, ACD/Labs has been supporting the scientific R&D community with software built by fellow scientists along with a team of more than 200 dedicated and passionate people, including PhD-level scientists, and specialists in informatics and a wide range of chemical disciplines. Our mission is to empower scientists in their research, accelerate innovation and help achieve faster results.

We are seeking an
**IT Service Delivery Manager** to join our dynamic team. Reporting to the IT Director, Global, the Information Technology (IT) Service Delivery Manager you will work closely with internal end-users and stakeholders to determine their service needs and ensure their satisfaction throughout the initial delivery and ongoing support processes. You will maintain and develop internal stakeholder relationships, constantly identifying areas in which the internal business could benefit from our IT service offering. You will focus on leading and managing the IT Team in delivering exceptional service to our internal stakeholders.

**Key Responsibilities**:

- Monitor and manage IT service desk and projects.
- Taking ownership of critical incidents, coordinating a resolution with other parties, and establishing clear effective communication between stakeholders.
- Conduct daily status report on critical issues within the IT Team and stakeholders.
- Build strong relationships with end-users and stakeholders to enable effective collaboration of service needs, ideas, and solutions.
- Oversee the IT department’s Project Management.
- Assess and mitigate risks to the project and deliverables.
- Define, document, and track Key Performance Indicators (KPIs).
- Provide accurate and regular reports to the management on the performance of the IT Team’s service delivery.
- Coordinate the development of documentation to enable implementation and turnover of the process or system.
- Optimize the workflow structure and ensure SOPS’s and processes are followed correctly.
- Ensure team members meet deadlines within the allocated time frame.
- Lead team in meeting end-user and stakeholder expectations and project deliverables.
- Other duties as requested.

**Required Skills & Knowledge**:

- Bachelor’s degree in computer science, information technology, or related field
- PMP certification is required.
- Expert knowledge of ITIL principles.
- Previous experience as an IT Manager, IT Lead, or IT Project Manager.
- Exceptional customer-facing skills.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Experience using Microsoft Office, Jira, Teams, and Zoom to manage workflow.
- Excellent written and oral communication skills.
- Excellent time management and organizational skills
- Ability to manage and prioritize tasks efficiently.
- Good technical knowledge and ability to learn rapidly new hardware, software, and services.
- Experience in effectively managing resources, timelines, and budgets.
- Strong leadership skills and proven experience managing a team.
- Exceptional troubleshooting and analytical abilities.
- Pass and maintain a background check.
- Inclusion and Equal Opportunity Employment_
- At ACD/Labs, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities._- Stay in-the-know about our career opportunities at ACD/Labs by joining our _
**_Talent Community_

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