A.C. Coy

IT Service Delivery Manager

US-PA-Warrendale
1 week ago(1/12/2018 10:19 AM)
Job ID
2018-17709
# of Openings
1
Category
Information Technology

Overview

Our client, a leading Manufacturing company, is seeking an IT Services Delivery Manager. This is a Direct Hire position.  The ideal candidate will focus on delivering excellent IT customer support services across geographic regions (e.g. America’s, Europe, and Asia) and time zones (24x7x365). This position will work be responsible for leading and transforming the IT Service Delivery Process and Organization. Candidates should have a minimum of Five (5) or more years of related work experience.

 

 

Responsibilities

  • Collaborate with IT Network and Systems Architects in defining, managing the computing, and communications infrastructure.
  • Effectively operate high-availability computing and network services centered in Corporate and Regional Data Centers.
  • Support regional IT Shared Services Centers (e.g. US, Europe, Asia).
  • Participate in facility design and management. Lead the selection and implementation of hardware and software to support computing and networking requirements.
  • Maintain the integrity of the computing and networking environment through appropriate backup strategies, vital record storage, and system security measures.
  • Develop and maintain policies, procedures, standards and technologies, consistent with industry best practices such as ITIL, to delivery effective, high quality information and communication services to internal and external customers.
  • Champion the service delivery process and use of Incident/Change Management tools (e.g. Service Desk) across the company. Ensures the use of sound methodologies; monitors process effectiveness and identifies opportunities for improvement.
  • Manage IT support desk function, which will provide a focal point for incoming requests to IT. Ensures the effective delivery of timely high quality service and support to a global user base
  • Utilize proven techniques for capturing, tracking and measuring requests and projects. Communicate the appropriate activities, status, programs, and issues to business management and to IT management

Qualifications

  • Bachelor’s Degree in Information Systems or related field of study
  • 5-10 years’ experience leading and transforming 24/7/365 IT Shared Services Center
  • 5-10 years’ experience in IT infrastructure management
  • Minimum 5 years’ experience in Project Management
  • Understand and apply the technologies- Microsoft, Office 365, Webex, ServiceDesk/Now, Cisco, Networking..etc.
  • Will be managing 3rd party Help Desk group and provide level I and II management support
  • Experience with methods and techniques to deliver effective, quality IT shared services
  • Excellent customer service skills including listening skills, sense of urgency and enthusiasm
  • Excellent verbal and written communication skills; ability to communicate effectively with end-users and management
  • Demonstrated experience in computing and network infrastructure project planning and management in a manufacturing environment. Knowledge of operating systems, network protocols, data/voice communications concepts, and collaboration solutions
  • Able to identify and assess alternatives, make decisions and communicate the process and logic. Understands and balances business and technical issues in decision making
  • Demonstrated problem-solving and work prioritization skills
  • Must be collaborative, facilitative, team-oriented and self-motivated
  • Able to recruit, develop, manage and motivate a team of technical professionals
  • Culturally sensitive - values diversity, able to understand and cooperate with other team members from different cultures
  • Financial Management - participates in budget development, approving and monitoring spending, contract management
  • Willing to travel, domestic and international. Must be flexible and willing to take periodic off hours support calls.

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