IT Service Delivery Manager (Vineland)

Employment Type

: Full-Time


: Information Technology

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Position Overview

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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