Service Delivery Manager

W2 ONLY - No C2C

HYBRID IN CLEVELAND OH, OR DALLAS TX

Description

The IT Service Delivery Manager oversees a number of key functions within the IT department that enables the delivery of a high-quality service to end users, and to ensure IT Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. This role ensures IT support function is outstanding and that each business is constantly happy with the levels of service they receive. Considerable interaction with both clients and internal stakeholders isa key aspect to enhance and maintain service delivery. Areas of focus include IT support and task management to include but not limited to Incident and Major Incident Management, Change / Release Management, Problem Management, Request Management / fulfillment and Outage Management.

Responsibilities

• Responsible for the Incident, Major Incident, Change, Release, Problem and Request fulfillment processes, ensuring high levels of performance in these areas, providing accurate reports and metrics over a period of time.
• Manages and monitors the delivery of services, prioritization of items, and the outcomes for all Change/ Release, Incidents, Requests and Service Requests.
• Assist the management of the CAB and CAB-related release processes including ensuring changes are moved through the lifecycle with the necessary approvals and process being carried out
• Identify trends and changes in the IT Support model by constantly reviewing past performance and proposing a change to resolve it.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents during and as needed off business hours to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
• Maintain and establish reporting related to Governance of policies and processes for Incident, Change / Release / Problem, Outage and Request fulfillment across the organization through continuous improvement, reporting, training and stakeholder engagement
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Ensure that RCA are completed in an appropriate time frame for any outages
• Arrange Service Delivery meetings with IT Leadership to discuss Service Level Agreements.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Provide monthly IT Service Delivery metrics for each business area, outlining monthly metrics on Change/ Release, Incidents, Requests and Service Requests.
• Building partnerships and liaising with IT Leadership to demonstrate their impact to the businesses.
• Oversees and reports weekly, monthly, quarterly, and annual metrics.

Qualifications

• ITIL Qualified

Functional/Technical Competencies

• Service Management in a large-scale and diverse environment of incident management and escalation procedures
• Expert knowledge of ITIL disciplines
• At least 2 years of direct hands on experience within an IT Service Delivery model.
• Excellent customer facing/customer service skills