IT Service Delivery Manager

Position Overview:

The IT Service Delivery Manager is responsible for ensuring the effective and efficient delivery of IT services to meet the needs of the organization and its customers. This role involves overseeing service delivery processes, managing service levels, and fostering continuous improvement to enhance the quality and reliability of IT services.

The IT Service Delivery Manager plays a critical role in ensuring the reliability, availability, and performance of IT services that underpin business operations. This position requires a proactive, customer-focused leader who can drive operational excellence, foster collaboration, and deliver value to the organization and its stakeholders.

Key Responsibilities:

- Define, implement, and maintain IT service delivery processes, standards, and best practices.

- Monitor service performance, including availability, reliability, and responsiveness.

- Coordinate the delivery of IT services across multiple teams, vendors, and partners.

- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

- Review and improve and establish procedures for incident identification, logging, categorization, prioritization, and resolution.

- Lead incident response efforts, coordinating resources and stakeholders to minimize service disruption.

- Conduct root cause analysis and implement corrective actions to prevent recurring issues.

- Implement proactive measures to identify and address potential problems before they escalate.

- Collaborate with key stakeholders to understand business requirements, priorities, and challenges.

- Communicate service improvements and operational updates to stakeholders in a clear and timely manner.

- Provide leadership and support to service desk staff, and resolver groups in region including training, coaching, and resolution evaluation.

- Manage relationships with external service providers, vendors, and contractors when needed

- Identify opportunities for service improvement, efficiency gains, and cost optimization.

- Foster a culture of continuous learning and innovation within the support teams

Requirements

- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field 

- Proven experience in IT service delivery management, with a minimum of 8-10 years in progressively responsible roles.

- Strong understanding of IT service management frameworks, such as ITIL, COBIT, or ISO 20000.

- Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate across functions and levels of the organization.

- Solid technical background in IT infrastructure, systems, and applications.

- Experience with service management tools and platforms (e.g., ServiceNow, Remedy, Jira).

- Relevant certifications such as ITIL Foundation, PMP, or HDI Support Center Manager are highly desirable

- Demonstrated leadership and personnel/project management skills.

- Able to conduct research into issues and products as required. 

- Ability to present ideas in a user-friendly language

- Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.

Why work at Intertek?

Intertek is a world leader in the $250 billion Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. At Intertek, we exercise our spirit of innovation, the passion of our people and our unmatched customer commitment to realize our purpose of making the world an ever better, safer, and more sustainable place for all. Learn more about Our History and What We Do.

Intertek is committed to a safe work environment for our employees and clients. Learn more about our COVID-19 Policy.

What we have to offer:
When Working with Intertek, you can expect salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement and more.

Intertek is a drug-free workplace. As a condition of employment, all hires are required to pass a pre-employment drug test.

Intertek believes that Our People are our strongest tool for success. We are an Equal Opportunity Employer and do not discriminate against applicants due to veteran status or on the basis of disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or gender identity.

For individuals with disabilities who would like to request an accommodation, or who need assistance applying, please email hr.eeoc.data@intertek.com or call 1-877-694-8543 (option #5) to speak with a member of the HR Department.

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