Job title: IT Service Delivery Manager
Company: Vaco
Job description: Job title: IT Service Delivery Manager
Location: Port Washington/Mequon, WI
Type: Full-Time, Contract to Hire (CTH is preferred) Possible Direct Hire
Experience: 7+ Years
Rate: $60/65 per hour (salary conversion $120/150K)Important Note—You will be required to be onsite three days a week and two days remote. We will not consider candidates who need to relocate, candidates from Corp-to-Corp companies, or anyone who requires sponsorship now or in the future.SUMMARY OF THE JOB:Reporting to the Director of Information Technology, the IT Service Delivery Manager oversees technical implementation and process improvement projects to support outstanding service delivery. This position will deliver high-quality service to our clients and ensure service levels and processes meet their needs.ESSENTIAL FUNCTIONS:Service Management:
Responsible for overseeing and managing our infrastructure engineering teams. The scope includes all ITIL processes, Asset Management, Access Management, and business processes.
- Demonstrated ability to handle incidents, changes, problems, requests,
, and knowledge management applications. Assist in building and maintaining internal technical documentation, manuals, policies, and processes. * Take ownership of critical incidents and processes to ensure coordination of resolving parties, effective and timely communication to stakeholders, and post-incident review.
- Manage the incident, request, and escalation processes, ensuring high performance, accurate reporting and establishing service improvement activities when required.
- Manage the team’s workload to ensure that inbound work is distributed efficiently to enable efficient response/action and that work is distributed equitably across the team.
- Manage the operational process of incoming calls to the Service Desk via phone, self-service, and email, ensuring courteous, prompt, and effective resolution of issues/requests. Monitor, control, and support service delivery, providing systems, methodologies, and procedures are in place and followed. Identify and implement efficiencies to reduce the number of issues/calls.
- Communicate new IT services, maintenance activities, and service outages to all affected parties promptly.
- Ensure customer satisfaction by maintaining constant communication on open service items.
- Lead, manage, and train Level ½ & 3 support staff on technical problem-solving and standard processes. Implement and maintain proper knowledge-based documentation.
- Identify training gaps and assist in building educational opportunities to correct gaps.
- Develop and manage an on-call rotation for support services even after hours.
- Provide regular and accurate management reporting on IT Service performance and be accountable for the quality of service and performance.
Strategy & Planning:Establish and monitor service level agreements in consultation with technology and department managers to ensure problem resolution expectations and timeframes are achieved.
- Analyze the performance of Server & Service Desk activities and documented resolutions, identify problem areas, and develop/deliver solutions to enhance the quality of service and prevent future problems.
- In addition, the IT Service Delivery Leader identifies and pursues service improvement initiatives, manages complaints, suggestions, and compliments, and serves as the face of IT to Liberty employees.
- The IT Service Delivery Leader monitors and reports on IT support metrics, including SLAs and resolution rates, and issue trends, and employs technology or process strategies where possible.
- Provides retrospective and predictive reporting to inform operational, resource, and budget planning activities.
Staff Management, Performance & Quality:
- Responsible for managing, mentoring, and guiding our infrastructure teams responsible for frontline and second-level support of our client’s IT systems, including hardware and software support, field/branch support, application, and conferencing support.
- Effectively manage staff including recruitment, mentoring, coaching, target setting, and performance assessments.
- Manage relationships with third-party service providers responsible for developing and maintaining applications.
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve IT services.
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
MINIMUM REQUIREMENTS:
- Proven leadership skills, with 5 to 10 years of experience leading level 2 & 3 server management teams
- At least five years of experience with Microsoft Server, VMware, O365, and Azure, including knowledge of capabilities, applications, and operations.
- Experienced working as a product owner within the Agile/Scrum project framework.
- Continuous improvement approaches
- ITIL certified.
- A computer science, engineering, or information systems degree or an equivalent field is required.
Expected salary: $60 – 65 per hour
Location: Mequon, WI
Job date: Wed, 09 Oct 2024 07:29:51 GMT
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