The IT Service Delivery Manager will be responsible for overseeing the delivery of IT services to our clients, ensuring high levels of customer satisfaction, and maintaining service quality. This role involves managing the delivery for a team of IT professionals, coordinating with various departments, and implementing best practices to optimize service delivery processes.
Key Responsibilities:
Service Management: Oversee the end-to-end delivery of IT services, ensuring they meet agreed-upon service levels and quality standards.
Client Relationship Management: Act as the primary point of contact for clients, addressing their needs, resolving issues, and ensuring a positive customer experience.
Team Leadership: Lead, mentor, and manage the delivery of a team of IT service professionals, fostering a collaborative and high-performance work environment.
Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
Performance Monitoring: Monitor and report on service delivery performance, using key performance indicators (KPIs) to track progress and identify areas for improvement.
Incident Management: Oversee the resolution of incidents and service requests, ensuring timely and effective responses to minimize disruption to clients.
Change Management: Manage changes to IT services, ensuring they are implemented smoothly and with minimal impact on clients.
Resource Management: Allocate and manage resources effectively to meet service delivery demands and project requirements.
Stakeholder Communication: Communicate regularly with internal and external stakeholders to provide updates on service delivery status and address any concerns.
Compliance and Security: Ensure all IT services comply with relevant regulations, standards, and security policies.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
Education: Bachelors degree in Information Technology, Computer Science, or a related field. A masters degree or relevant certifications (e.g., ITIL, PMP) is a plus.
Experience: Minimum of 5 years of experience in IT service delivery or a related role, with a proven track record of managing and delivering IT services.
Skills: Strong leadership and team management skills, excellent communication and interpersonal abilities, and a solid understanding of IT service management frameworks (e.g., ITIL).
Technical Knowledge: Proficiency in IT infrastructure, applications, and service management tools, particularly in a cloud setting.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to handle complex issues and make informed decisions.
Experience with Agile development methodologies and practices.
Customer Focus: A customer-centric approach with a commitment to delivering high-quality service and exceeding client expectations.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.