IT Service Delivery Program Manager

About the Role IT Project Manager (Service Delivery) role oversees several key functions within the IT department that enable the delivery of a high-quality service to end users and to ensure service support and service delivery processes are in place to meet the needs of ZT Systems. This position partners with business and the IT team to meet the expectations of the client. The Service role creates and delivers the governance structure and service management framework as well as serves as a primary point of contact for IT services and operations from the business users to resolve conflicts and issues, while establishing and maintaining agreed upon service levels. What You Will Do IT Service management IT Demand Management IT Change Management Problem Management (which includes Postmortem and RCA) Incident Management Service Improvement & Operational Excellence Plans IT awareness & training for the End Users IT communication for the End Users Technical Writing skills is a plus Develop, drive, and deliver an IT service management framework with processes to align with the overall IT department goals and strategy (Policies, Procedures, SLAs, Guidelines, etc) while building a culture of customer service. Lead continuous service improvement initiatives to enhance the service provided by overall IT operations through utilizing international IT standards and best practices. Build and establish relationships with all business departments and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements, and resolving service delivery issues across services within the operations portfolio. Ensures all documentation is properly updated, and signoff has been received at each phase Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users. Increases visibility and communication between the service delivery teams, business stakeholders, IT leadership, and other IT support staff by articulating them in ways that are clear for the business partner as well as for those in IT. Analyzes business processes to determine gaps and identifies technology enabled solutions to close gaps Develop and produce health, KPI reports (Annually, Semi-Annual, Quarterly, Monthly, Daily) Stays informed of industry and regulatory changes impacting IT service management and reflects changes in the internal team processes. Lead the process of certification / recertification activities related to IT service management compliance. What You Bring Bachelor’s degree in IT, Computer Science, Engineering, or any related specialization Minimum 5 years of experience leading IT service management in a complex environment with a global footprint (preferable in a manufacturing-type setting) ITIL v3, v2011, or v4 Foundation Certification preferred Additional ITIL certification beyond Foundation is a plus Experience with Service Now development is a tremendous plus Can demonstrate capability to translate ITIL principles and framework into real-world practice Built processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored, and achieved in a multi-vendor environment Demonstrated experience and high level of confidence with vendor interaction and management Can think outside the box to develop new ideas, concepts and solutions to meet new requirements, unarticulated needs or existing needs through the adoption of emerging technologies Compensation ZT Systems assesses market data to ensure a competitive compensation package is created for all our employees. The typical base salary for this position is expected to be between $123,250 and $150,000 per year. Base salary is determined on an individual basis taking into consideration experience, skills, knowledge, education and/or certifications. Benefits Competitive base salary Performance-based annual bonus eligibility 401(k) retirement savings plan Tuition reimbursement for eligible education programs Comprehensive medical, dental, and vision coverage with access to leading providers Mental health resources and employee wellness support programs Company-paid life and disability insurance Paid time off (PTO) and company-paid holidays Parental leave and family care support programs Structured training programs and on-the-job learning opportunities Matching gifts and volunteer programs to support causes you care about Eligibility and Legal Requirements Some positions may require the applicant to be a U.S. citizen or national, U.S. lawful permanent resident (green card holder), refugee under 8 U.S.C. 1157, asylum under 8 U.S.C. 1158, or be eligible to obtain an export control license or license exception from the Bureau of Industry and Science & U.S. Department of Commerce. All offers of employment will be conditional on the foregoing. Equal Employment Opportunity ZT Group Int’l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. #J-18808-Ljbffr ZT Systems