IT Service Delivery Manager

Manage integrated IT services for their assigned sites, working with Performing Service Provider (PSP) resources—coach, counsel and mentor suppliers as required to provide effective integrated services Understand, for each business unit, what their overall business plans are and the role each site has in achieving those objectives For each critical system at a site, understand the business requirements and manage the delivery of services to meet expectations Develop strong collaborative IT, SIAM, Performing Service Provider (PSP) and business working relationships to ensure effective IT services Engage IT strategic teams to manage business client operational escalations. Note that this refers to operational escalations that have been assigned and not those that have been deemed ‘a project’ Establish and maintain regular communications with business clients regarding local IT service activities Ensure effective local/assigned site IT change management execution, following the ITIL framework and Client/SIAM standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations – Note that this will activity is expected to take place following the Change Management/CAB process.

Understand the local and regional legal requirements and, on behalf of the client, act as the focal point for the execution of queries, audit, and other formal governance processes Provide local support for Business Continuity and Disaster Recovery Planning, coordination and testing activities, as requested Support other IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions Support IT financial processes for provisioning of services, including creation of purchase requisitions, purchase orders, appropriation request approvals, invoice review and approval, and invoice payment performance Process local standard IT requests, such as eRequest order approvals, as required May perform tasks for any PSP, on behalf Client – with limited scope. Example: Physical support for Disaster Recovery Provide responses to site questionnaire for their responsible sites Troubleshooting as needed Local site communication of new products – examples, PC Refresh, O365 Provide input/direction related to site safety, and access procedures as well as locations within the facilities (ie. Server rooms, device storage, etc.) Requirements Bachelor’s degree in computer science, Information Technology, or a related field.

Advanced degrees or certifications are a plus. Proven experience (7 years) in ITSM configuration management, CMDB management, and process design. In-depth knowledge of ITIL practices, specifically Configuration Management and related processes.

Strong understanding of IT assets (hardware and software) and service relationships within a CMDB context. Experience with ITSM tools and CMDB platforms (ServiceNow). As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Anushk Gupta M: (732) 447-9609