Seeking a seasoned Service Delivery Manager to drive the engagement between IT and business. Role will work across technologies & towers to ensure the delivery of IT Services. In addition, this role will have people management for the NA End User Services (EUS) team.
Collaborate closely between IT and the business to integrate highly valued IT services and solutions.
Provide matrix accountability throughout IT.
Strives for continuous service improvement by monitoring the critical service level KPIs.
Drives cross-site initiatives and projects within IT. Develop an environment which fosters a high-performance and innovative organization.
Manages the Service Desk function including staff assignments, shift coverage, performance monitoring, reporting and providing direction in prioritizing activities.
Responsible for the ongoing mentoring, training and performance output of the Service Desk team.
Meets with business group employees and managers on an ongoing basis to collect feedback to improve services and support and keeps customers informed of any changes that impact the employee base.
Maintains and enhances enterprise Incident Management, Problem Management, Knowledge Management and Service Request processes.
Strong executive presence, with the ability to coordinate, communicate, and manage at all levels in the organization.
Exceptional customer relationship skills with experience managing and developing technical staff and teams.
Organize and deliver remote site services for corporate events including yearly meetings, significant off-sites, Board of Directors sessions and other high visibility VIP events.
Bachelor's degree in IT related field
5+ Years of Project Management
3+ Years EUS Experience
Customer advocate and relentless passion to solve issues quickly.
Broad knowledge in the following areas: desktop PC, administration, email administration, Microsoft productivity tools, and telecommunications.
Strong analysis capabilities and skills in structured problem solving.
Strong program and service delivery skills.
Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI's and metrics and drive towards operational maturity.
Great communications and collaboration skills across the global End User Services Team
ITIL Intermediate Certification Preferred