Job Title: IT Service Delivery Manager

Department: IT

Reports To: Chief Information Officer

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties and responsibilities include, but are not limited to:

1. Define service requirements, develop service offerings, and design service delivery processes.
2. The day-to-day delivery of IT services, ensuring they meet agreed-upon standards and SLAs.
3. Lead project teams, resolve reliability issues, monitor progress, track KPIs, and manage budgets.
4. Monitor service performance, identify areas for improvement, and implement enhancements to improve quality and efficiency.
5. Strong understanding of IT technologies, including hardware, software, networking, and cloud computing.
6. Strong experience in managing IT projects, including planning, execution, and monitoring.
7. Manage incidents, resolve problems, and ensure timely service restoration.
8. Implementation of changes to IT services, ensuring minimal disruption and impact on business operations.
9. Manage Information Technology (IT) Helpdesk, Helpdesk personnel, and 3rd party solutions for optimal service.
10. Manage Information Technology (IT) system and network Technicians and Administrators ensuring successful delivery of system, internet, and network services.
11. Work with vendors to ensure they deliver services that meet agreed-upon standards and SLAs.
12. Prepare and present reports on service delivery performance, identify trends, and provide recommendations for improvement.
13. Identify opportunities for improvement in service delivery processes and implement changes to enhance efficiency and quality.
14. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
15. Ensure systems, procedures, and methodologies are in place to support outstanding service delivery.

QUALIFICATIONS:

• Strong Project Management skills.
• Technical Expertise in IT technologies, including hardware, software, networking, and cloud computing.
• Strong knowledge of process improvement and project management methodologies.
• Knowledge of IT service management frameworks.
• Solid understanding of risk-based decision making and risk management frameworks
• Strong analytical and decision-making skills
• Ability to analyze data, identify problems, and implement solutions.
• Excellent verbal, written, and diplomacy skills.
• Ability to prioritize and work on multiple projects under time constraints.
• Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities

EDUCATION and/or EXPERIENCE:

Education and experience equivalent to:

• Bachelors degree with at least 8 years of experience in Information Technology Service Delivery.
• Experience managing a multi-tier Helpdesk.
• Experience in managing third-party-provided services.
• Experience leading incident response activities and implementing incident response processes and procedures
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Expertise in people management and leadership.
• Strong organizational skills.
• Capacity to train and guide team members.
• Ability to manage and prioritize tasks efficiently.
• Solid resource planning and problem-solving skills.

LANGUAGE SKILLS:

• Ability to read, write and understand spoken and written English.
• Ability to write routine reports and correspondence.
• Ability to give verbal and written directions to assigned staff.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to reach with hands and arms, stand; walk; talk or hear; and use hands to finger, handle, feel or operate objects, tools, or controls. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl.

The employee must occasionally lift and/or move more than 50 pounds.