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IT Service Delivery Manager
3 months ago
Part Time / Full Time
The IT Service Delivery Manager is tasked with ensuring the efficient provision of technology services across various organizational departments. This role encompasses oversight of service desk operations, deskside assistance, and management of end-user devices. It is crucial that all personnel are equipped with the necessary tools to perform their duties effectively, while ensuring that incidents and service requests are addressed within established service level agreements.
Key Responsibilities:
- Service Management: Supervise the delivery and upkeep of IT services to align with business requirements. This involves managing service level agreements (SLAs) and Key Performance Indicators (KPIs) with both internal and external partners. Maintain high standards for service desk performance and take overall responsibility for monitoring, tracking, and ensuring quality for all IT incidents and service requests. Promote adherence to the ITIL 4 framework within the IT department, focusing on processes such as incident management, problem management, change management, and continuous service enhancement. Provide timely and precise reporting on departmental goals and KPIs.
- Team Leadership: Direct a team of IT professionals responsible for level 1 support, including performance management, coaching, and professional development.
- IT Asset Oversight: Manage the lifecycle of all IT-supported end-user hardware and software, including administration of the software and service catalog. Oversee the mobile device management (MDM) platform and manage agreements with telecommunications providers.
- Stakeholder Engagement: Serve as the primary contact for all matters related to IT service delivery, ensuring regular communication with stakeholders to keep them updated on progress and changes.
- Continuous Improvement: Identify and implement opportunities for service enhancements, cost reductions, and efficiency improvements. Develop and execute a training program for end users to facilitate the effective adoption of innovative and productivity-enhancing tools.
- Documentation and Procedures: Create and maintain operational procedures and a knowledge base relevant to the service desk. Manage the onboarding and offboarding processes.
Qualifications/Skills:
- Proven ability to cultivate sustainable business relationships.
- Advanced expertise in ITSM practices; ITIL 4 certification is advantageous.
- Strong prioritization, troubleshooting, and problem-solving skills in complex environments.
- Experience in managing and administering an ITSM tool, with a preference for Alloy.
- Exceptional communication and stakeholder management abilities.
- Bachelor's degree in information technology, Computer Science, or a related discipline.
- Over 5 years of experience in technology management, particularly with technical teams.
- Experience in a manufacturing or production setting is a plus.
- Hands-on experience with Microsoft Technologies, including MS Teams, MS Teams Rooms, One Drive, Active Directory, SharePoint, Intune, and M365 Admin Center.
