IT Service Delivery Manager (Vineland)
Employment Type: Full-Time
Industry: Information Technology
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The Service Delivery Manager will be a member of the End User & Collaboration team within the Information Technology department.The Service Delivery Manager will focus on the end user experience with End User Computing & Collaboration servicesthrough managing projects, fixing any reliability issues, and trackingservicemetrics.
Essential Duties & Responsibilities
The position will be afforded wide latitude for independent judgment and decision making.The Service Delivery Manager responsibilities include, but are not limited to the following: Direct and coordinate service management activities for RL End User & Collaboration managed services client environments, including facilitating ITIL-based processes for incident and problem management for internal and third parties. Own incident escalations and coordinate to resolution including customer and stakeholder communications, root cause analyses, and follow up. Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities. Maintain positive relationships with customers and stakeholders. Utilize the Service Desk Management System to maintain incident and service level metrics, trend reports, and systems availability statistics; share results with key stakeholders; participate in disaster recovery and business continuity exercises. Continuously improve service management processes through innovation, collaboration, and sharing/transparency. Maintain a positive working environment; ensure department policies and procedures are adhered to; act as a single point of contact for key stakeholders regarding Service Desk IT issues, queries and reporting.
Experience, Skills & Knowledge Manage daily Helpdesk operations including offshore vendor governance in providing Tier I, first contact intake/support; ensure the Help Desk team is completing support tickets in a timely and professional manner. Implemented Self service platform (ServiceNow preferred) , Cloud technologies (Azure, O365), Workplace Management tools (InTune) and tools automation. Manage contractual SLAs. Create dashboards and identify trends and resolution/automation opportunities. Manage Helpdesk financials, including budget, invoices & service level tracking. Perform data analytics on call data and initiate, implement and drive helpdesk optimization efforts; Stay abreast of current trends in the support services area and bring these innovative ideas to IT leadership Understand end user challenges and act as the voice of the end user in strategic meetings;drive proactive service measures (reducing status calls by implementing practices to manage end users expectations and redirect to online catalog status;coordinate support desk efforts between internal and external help desks. Direct team in complex problems, jumping in when needed; handle sensitive issues that require more attention Minimum 7 years of experience in IT technical environment Minimum 5 years of experience managing Offshore vendors and resources Minimum 5 years of experience as a Service Deliver Manager managing KPI, OLA and SLAs Minimum 3 years of experience with ITSM tool such as HP Service Manager or ServiceNow Minimum 3 years of experience and knowledge in training of Service Desk agents in managing customer expectation, customer service, and effective technical support.
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task
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