IT Service Delivery Manager

IT Service Delivery Manager

The IT Service Delivery Manager reports directly to our Director of IT Operations, and plays a critical role in aligning key stakeholders on the business side, with operations related to IT Service Management (ITSM) on the IT side. This role is not managing teams directly, but driving alignment across IT and Operational teams as it relates to ITSM. We are looking for individuals that can drive stakeholder alignment, optimize best practices, SLAs and KPIs and drive the implementation of new playbooks for different functions inside of the broader ITSM organization, and oversee the change management around these initiatives. We are an ITIL organization, so driving these processes through the lens of ITIL is of the upmost importance candidates must be ITIL certified for this position.

What You'll Be Doing

Service Level and Availability Management:

• Provides a general oversight and effectively manages a delivery of agreed on targets for service level and availability metrics. Manages new service transition processes by collaborating with service owners to define, optimize, and monitor service levels, focusing on reducing mean time to resolution, first-level resolution rates, and customer satisfaction scores.
• Establishes and collects SLA, SLO, SLI, OLA, KPI, and Underpinning Contract metrics to provide data-driven measurement and reporting on the effectiveness and efficiency of IT operations. Analyzes and reviews actual availability levels achieved against established targets.
• Works with Service and Process Owners to proactively identify and implement service improvement projects as needed to correct or improve services. Leads efforts to improve customer feedback response rates and satisfaction scores by implementing best practices in service management and operational efficiency.
• Organizes and leads regular availability review process with both key business and IT stakeholders. Ensures shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed.
• Initiatives availability risk assessments to identify single points of failure in infrastructure and other areas that put availability of services at risk.
• Drive initiatives to enhance first contact and first-level resolution rates through automation and process optimization.

Change and Problem Management:

• Responsible for coordinating and managing a structured set of activities to process, coordinate, approve, and report on all changes.
• Orchestrates and leads all activities related to CAB/ECAB meetings, Change Freeze, Forward Change Schedule (FSC) calendar, Forward Maintenance Activities meetings, and Post-Implementation Review (PIR) meetings/activities.
• Owns and manages Change Control/Change Enablement process. Audits, monitors, and reports on all Change Control activities.
• Responsible for coordinating all problem management activities including problem identification, control, and error control, root cause analysis, known errors, and work arounds. Audits, monitors, and reports on all Problem Management activities.
• Provide regular reports and analysis on incident trends, root cause analysis, and problem resolution timelines to drive continuous service improvement.

Reporting and Governance:

• Gathers service data as needed for reporting and communications. Assembles and produces Service Level Management and Service Availability reports. Ensure that company defined ITIL processes are being delivered and followed across all regions.
• Maintain operational excellence through continuous assessment of business processes, tools, and IT services to ensure high-quality service delivery.

Skills We're Seeking

• 10+ years of total IT experience
• 5+ years of experience with IT Service Management or IT Operations in an ITIL environment
• 5+ years of experience working with ITSM tools such as ServiceNow
• Must have strong ITIL experience
• Must be ITIL certified
• Must have experience driving processes that align end user objectives, with service management teams
• Must have a KPI, metrics and reporting mindset

Nice To Haves

• Experience optimizing and improving SLAs, incidents, change quality, asset quality.
• Experience developing, improving, automating service catalogues reducing manual work and wait times.
• Bachelor's or Master's Degree, preferably in an IT related field
• Experience working in professional services environments