Service Delivery Manager

Job Description:

Likewize is searching for a Service Delivery Manager to join our team at our global Headquarters in Southlake, TX. In this role you will own and manage all IT operations in the office to ensure exceptional customer service. This role involves troubleshooting complex technical issues, using problem-solving practices and maintaining transparency through resolution. The manager works closely and collaboratively with all IT departments to effectively manage service delivery. Additionally, they provide support in all areas of provisioning, installation/configuration, operation, and maintenance of client systems, hardware, software and related infrastructure.

Your day-to-day responsibilities include but are not limited to:

• Provides white glove support to CEO and C-level stakeholders.

• Serves as an escalation point for IT issues.

• Facilitates communication framework with end users to assist with a wide range of IT needs.

• Establishes and maintains with senior IT regarding support activities.

• Follows IT standards, procedures, policies, and best practices.

• Ensures compliance with defined IT policies and provides support for both internal and external audits.

• Creates documentation concerning IT systems and IT procedures.

• Implements industry best practices for IT Service Desk organization, processes, reporting, response times, and satisfaction.

• Designs, documents, trains, and supports new procedures focusing on increased efficiency.

• Drives continuous improvement discipline within IT and in the business.

• Researches and recommends innovative, and where possible, automated approaches for administration tasks.

• Maintains a working knowledge of latest technology solutions and capabilities.

• Researches and evaluates new IT technology trends and applicability of software/hardware solutions.

• Implements IT system landscape changes in accordance with the change management policy.

• Manages vendor relationships and provides recommendations regarding vendors.

• Other duties, as assigned.

If you are who we are looking for, you will have the following education, skills and/or experience.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

• 6+ years of operational experience in IT client/end-user support and in IT Infrastructure.

• Experience supporting C-level stakeholders.

• Experience managing service and procurement vendors.

• Project management experience concerning complex projects from planning to completion. Track record of completing tasks and/or projects within budget and on schedule.

• Technical background in IT Infrastructure and IT operations:

• Microsoft products, e.g., Microsoft server operating systems, Active Directory, SQL, Enterprise Office 365, Azure, OneDrive, SharePoint, and Teams.

• IT Service Desk Management System.

• General IT Networking and Server/Storage Operations.

• Experience troubleshooting A/V equipment.

• IP phone systems.

• Mobile Device Management.

• Printers and print servers/

• Application support. Including customer facing and proprietary internal.

• Experience with ITSM best practices and ITIL standards; ITIL Foundations certification preferred.

• Understanding overall business and IT strategy to develop solutions with management at all levels.

• Strong verbal and written communication skills, including ability to collaborate effectively.

• Extensive experience working in a team-oriented, collaborative environment.

• Ability and willingness to integrate, cooperate and succeed in a multi-national group (i.e., traveling to operating company locations, understanding corporate needs, co-operating, and communicating with colleagues from overseas).

• Strong analytical problem-solving abilities.

• Ability to troubleshoot and support/drive issues to resolution, including root cause analysis.

• Strong organizational and time management skills.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Familiarity with creating technical documentation.

• Efficient and resilient working style (e.g., priority setting, willingness to work in peak situations, absorbing pressure).

• Drive for excellence in own work and cooperation with customers/ colleagues/ employees.

Our global headquarters in Southlake TX is easily accessible to both Dallas and Fort Worth and we are 5 minutes from Southlake Town Square. We offer competitive compensation, market leading benefits and many fantastic onsite amenities through our real estate partner, VariSpace. VariSpace is designed to elevate the way businesses approach the office. Our innovative workspace brings a first-class employee experience with covered parking, spacious break areas, raffles/games, onsite gym, cafeteria, and state of the art facilities.