IT Service Delivery Leader – Gilbert

Summary:

The IT Service Delivery Leader is responsible for ensuring IT services meet business needs and expectations as agreed to in the published service catalog or other service offering. The IT Service Delivery Leader oversees a number of key functions within the IT department that enables the delivery of a high-quality service to end users, ensuring service support and service delivery processes are in place to meet business needs.

Qualifications:

  • Bachelor's degree in a computer science, information services or related field or equivalent work experience.
  • 8+ years of experience, which includes 4 years of demonstrated management experience leading virtual teams.
  • knowledge of ITIL disciplines

Knowledge/Skills/Abilities:

  • A passion for Service Improvement
  • Experience in managing 3rd party service providers
  • Excellent customer facing/customer service skills
  • Strong verbal and written communication skills
  • Ability to demonstrate a high degree of flexibility including out of hours support when required

Responsibilities/Duties:

IT Service Delivery Leader oversee day to day operations of Service Delivery team including 3rd party service providers.

Maintain high performing service support functions including IT service desk, desktop support, Infrastructure, and network

Own the Incident, Request, Change Management and Escalation processes in partnership with 3rd party service provider, ensuring high levels of performance in these processes

Take ownership of major incidents in partnership with 3rd party service provider, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Lead 3rd party service review meetings covering performance, quality and continuous service improvements

Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

Ensure that patching and anti-virus updates are carried out promptly and effectively

Provide regular and accurate management reporting on IT Service performance

Be an ambassador for IT, working across the business to provide effective communication on IT services and build relationships with other teams to ensure effective dialogue between departments

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • 401(k)
  • Family Leave (Maternity, Paternity)
  • Training & Development

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