Manager II, Service Delivery

Service Delivery Manager

The Service Delivery Manager manages and sets direction for the desktop team and the customer service center, while meeting service level agreement goals. Ensures that staff have the necessary tools, training, and information needed to provide technical support to end-users of the organization. The service delivery manager may perform technical tasks, such as troubleshooting technical issues, as well as perform administrative tasks, such as managing team performance. The service delivery manager interacts with various levels of the organization, with clear communication and commitment. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks, leads and directs the work of others, and enforces the policies and procedures to ensure service delivery.

What You Will Do

• 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.
• Provides guidance and recommend continuing technical and professional development for subordinate staff members.

What You Will Need

• 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

Knowledge, Skills, and Abilities Required (KSAR)

• Capable of managing multiple priorities through the development of project plans and project management.
• Expertise in people management and leadership, and has the capacity to train and guide junior team members.
• Strong organizational skills with the ability to manage and prioritize tasks efficiently
• Excellent oral and written communication skills.
• Must be able to work independently and in a team environment with little supervision.
• Needs to be familiar with the ABS Health, Safety, Quality & Environmental Management System.

Reporting RelationshipsReports directly to IMS Management, as appropriate. Direct ReportsDirect reports may include outside contractors.