Manager II, Service Delivery

Responsibilities Ensures the customer service center and desktop personnel are performing their duties to provide high-quality support. Monitors and manages desktop support, customer service center, and VIP support functions to ensure optimal service. Takes accountability for service delivery performance, meeting customer expectations, and driving future demand. Maintains high performance levels for service‑related processes and implements improvement activities wherever necessary. Takes ownership of critical incidents, coordinates with resolution parties, and establishes effective communication with stakeholders for post‑incident reviews. Oversees the IMS Change Management process and system and ensures the department adheres to the process. Provides accurate and regular reports to management on the performance of the service delivery. Identifies system and workflow improvements to enhance the team's efficiency and improve service delivery. Ensures that systems, procedures, and methodologies are in place to support outstanding service delivery. Interfaces with IMS server, network, application support, and DBA personnel as well as internal and external customers. Provide guidance and recommend continuing technical and professional development for subordinate staff members. Requirements At least 7 years of experience in the field or in a related area. Extensive knowledge of the service desk and desktop team processes and software toolsets for the monitoring and resolution of service delivery elements. Requires a bachelor's degree, or equivalent years of experience, in the area of specialty. #J-18808-Ljbffr Jobtailor