IT Service Delivery Manager Job Description
IT Service Delivery Manager Duties & Responsibilities
To write an effective IT service delivery manager job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service delivery manager job description templates that you can modify and use.
Sample responsibilities for this position include:
IT Service Delivery Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Service Delivery Manager
List any licenses or certifications required by the position: ITIL, PMP, MCSE, PMI, MCSA, MCP, LEAN, CAPM, TOGAF, PRINCE2
Education for IT Service Delivery Manager
Typically a job would require a certain level of education.
Employers hiring for the IT service delivery manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Business, Information Technology, Education, Engineering, Business/Administration, Information Systems, Technical, Technology, Management
Skills for IT Service Delivery Manager
Desired skills for IT service delivery manager include:
Desired experience for IT service delivery manager includes:
IT Service Delivery Manager Examples
IT Service Delivery Manager Job Description
- Provide day to day operational oversight, information dissemination, question and issue resolution
- Develop and/or validate Change Requests and BPOs
- Serve as IT Asset Management Coordinator, by managing the delivery process for assets in Altiris
- Ensure compliance to Security server scans in collaboration with the Sector SISO
- Interface regularly with enterprise and sector infrastructure project teams
- Meet cost and schedule targets and quality requirements, including program performance, customer satisfaction and financial performance
- Adjudicate and approve PC admin rights requests
- Partner with the ITOD to deliver direct service provider support (IIS, in-sourced and out-sourced) to ensure the delivery of high quality services, performance to budgets and schedules and compliance with Service Level Objectives (SLOs)
- Ensure world class levels of Computer Security, Business Continuity and Disaster Recovery
- Oversee the BIA and ISCP compliance
- College degree in computer science, MIS, or a related field or equivalent education and experience is required
- Bachelor’s degree in IT Management, Computer Science, Engineering or related discipline or equivalent work experience
- Bachelor’s degree in MIS, Computer Science, Engineering or related discipline or equivalent work experience required
- Six yrs of enterprise systems support experience demonstrating high level of responsibility supporting BU applications, infrastructure, and/or networks
- Experience managing highly technical organizations with 10 direct reports
- Experience managing NetApps storage appliances both standalone and in FlexPod configurations
IT Service Delivery Manager Job Description
- Participate in the cross fertilisation of knowledge in the Stockhom to improve the efficiency of the team and evolve the roles (Including own role)
- Support and work closely with the Nordic Account Management team to manage priorities in the region and build customer relationships
- Incident/request and escalation management
- Customer satisfaction and customer management
- Following up if service delivery is not meeting expectations and ensuring improvements are done
- Act as escalation point for customer
- Successful service delivery including SLA achievement in cooperation with Service & Application Management team
- Excellent to build bridge and relations between business and Global IT
- Management of minor projects
- Resource Management – Mentors and provides leadership to IT support personnel
- Good understanding of online and offline IT tools
- Experience leading specific projects
- Proven experience with developing and enrolling IT plans and strategies
- Experience in architecting the Technology infrastructure via understanding of on premise and cloud based infrastructure components
- Experience developing and maintaining technology roadmaps in concert with IT architecture and line of business partners
- Minimum 3+ years of experience working as Service Delivery Manager, preferably in an international environment
IT Service Delivery Manager Job Description
- Lead the annual continuous improvement for IT sourcing agreements with Service Providers
- Accountable for metric/performance reporting approach
- Accountable around all aspects of Service Provider Performance Management, including escalation and SLA management
- Conducts cost/benefit analysis and identifies value leakage with Service Providers
- Provides consistent monitoring & reporting across Service Providers
- Implements common tooling to integrate processes and data transparency across all service providers
- Provides proactive guidance and advanced training to the BPT service delivery teams on governance processes
- To collaborate on Global IT Projects roll-outs
- Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting
- Responsible for recruitment, development and retention of Service Desk and Desktop Services staff
- Hands-on experience with PC configuration, printers
- Master’s degree or equivalent desired
- Build and maintain customer and supplier relationships both internally and externally.Conduct customer and supplier service review meetings covering performance, service improvements, quality and processes
- Act as the second internal line of business escalations relating to IT service
- The Service Desk is a six days per week operation, as such the Service Delivery Manager will be expected to provide on-call cover Monday – Saturday
- Play a key part in any RFP processes with potential new suppliers
IT Service Delivery Manager Job Description
- Onsite IT Escalation Resource/Team Lead for issues and actions requiring Client IT Interaction
- Engages staff in a way that supports high performance
- Understands and supports the client's leadership philosophy and culture
- Accomplishes financial objectives by forecasting
- Report on program performance at local and global levels (have the ability to effectively communicate factual information to project team, executives project stakeholders)
- Participate in the selection and on-boarding process for new IT staff by conducting candidate review and participating in the interview process
- Work in close cooperation with the leaders of designated business units to define, develop, implement, and support the appropriate technology stack, security and communications solutions to meet the needs of the business
- Act as the primary connection between Technology and the designated business units for all aspects of operational service level management
- Ensure that the expectations of the designated business units with respect to services provided by the Technology organisation are managed appropriately
- Develop and enhance relationships with business, actively managing expectations & monitoring satisfaction levels
- Must have experience working with 3rd party contractors and managed service providers in the United States internationally
- 5+ years progressively responsible experience in technology service/support management
- 3+ years leading a technical services support team
- Creating, implementing and Service Management policies and their underpinning work flows
- ITIL v3 Foundations certification preferable with ability to obtain certification within first six months of employment
- Experience with Service Provider Governance processes
IT Service Delivery Manager Job Description
- Act as a connection between Technology organisation and the designated business units for all aspects of operational service level management
- Work in close cooperation with the leaders of designated business units to define high level IT business requirements noting that in many cases this will involve engaging the appropriate member of the Service Delivery team to liaise with the business units
- Develop and enhance relationships with business units, actively managing expectations and monitoring satisfaction levels
- Ensure the efficient and effective operation of the business unit’s technology services in accordance with applicable standards, policies and procedures.Manage and/or participate in the planning, prioritization and delivery of technology projects in the designated business units as needed
- Promote a culture of continuous improvement and customer service excellence
- Serve as the point of escalation for challenging and unresolved problems and or incidents
- Ensure IT systems, hardware and software comply with life cycle replacements schedules
- Responsible for ensuring that the onboarding and exit process of employees is completed in a timely and efficient manner in accordance with the Global Technology standards
- Maintain compliance and awareness of the Baker McKenzie policies and procedures with special attention to security issues, asset control and licensure
- Establish a relationship with clients for assigned accounts
- Excellent written and verbal communication skills, , developing and delivering execute presentations to the CIO
- BA/BS degree in Information Technology, Business Administration, or related area (or equivalent experience)
- Requires some budgeting, analysis and forecasting
- Must possess above average skills with company-standard desktop and mobile applications
- Thorough knowledge of Service Management principles and Project Management principles (e.g., business case development
- Strong understanding of ITIL functions, processes and roles