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Senior IT Service Delivery Manager (MIS261)

Volunteers of America - Greater New York Inc

Job Description

Volunteers of America is a national, faith-based human services organization that helps some of the most vulnerable men, women and children in our communities lead safe, healthy, independent and productive lives. Founded in New York City in 1896, Volunteers of America is one of the nation's oldest, largest and most respected human services organizations, serving 2 million people in 400 communities in 46 states every year. Volunteers of America - Greater New York is the largest affiliate of the national organization, with more than 90 programs and 1,300 staff in the metropolitan New York area, Westchester and Nassau counties, and Northern New Jersey. Skilled and dedicated staff, and generous corporate and individual community partners, help tens of thousands of people in need every year. Whether the needs are short-term, like case management and temporary shelter, or long-term help like permanent supportive housing, we have the commitment, experience and relationships necessary to provide high quality, comprehensive services to a wide range of people in need in the New York metropolitan area.

The Senior Information Technology Service Delivery Managerresponsible for the administration and management of the Volunteers of America’s Information Technology service desk. Track and manage Service Desk KPI metrics and exceptions; create, update and maintain SLA's; swiftly resolve IT user-based escalations. Directly manage Information technology engineers in support of the end user hardware and software for all VOA-GNY sites and locations. Must have a full understanding of user account administration, strong understanding of process and change management, strong IT customer service skills, and excellent technical, troubleshooting and client liaison skills. The candidate must have the ability to interface with both technical and non-technical professionals.

MINIMUM QUALIFICATIONS:

Bachelors of Science in Business Administration, MIS, or equivalent discipline with 8 years’ experience in IT service delivery, direct business engagement and multiple technology domains, or satisfactory combination of education and experience. 7 years’ experience with implementing new technologies into mature organizations ITILv3 or related service delivery frameworks. Competent in ITIL strategy formulation and service architecture.

PRINCIPAL RESPONSIBILITIES:
  1. Manage day to day effectiveness of the Service Desk and Service Delivery team, delivering high quality IT support service to VOA-GNY vendors, staff and clients.

  2. Oversee day to day Change, Incident, and Problem management. New client provisioning and general operational support. Acting as technical/management escalation for issues from the team.

  3. Liaison with the business to ensure the Help Desk and Service Delivery team meets business expectations and planning future changes to achieve improvements.Satisfies requests from customers that require services to be introduced, added, changed, or terminated.

  4. Managing projects and installations from implementation to operating as business as usual by creating and modifying Service Delivery team procedures and ensuring the team is up to speed prior to project launch. Develops or collects and maintains all project documentation required for successful service delivery.

  5. Manages the process of ensuring Runbooks are updated and submitted for approval ahead of the deployment of a service into the production environment. Assist in developing and updating the Service Catalog and Service Portfolio.

  6. On-going operational team management - including resource planning, workload allocation and service related budget control. Develop processes and ways of working to improve end-to-end operational service levels (using ITIL as a basis). Elevate the current performance.

  7. Management responsibility for direct reporting team of IT engineers. Identify team and individual level capability needs and put in place appropriate solutions to develop these (e.g. coaching, knowledge sharing, on-the-job experiences, informal/formal training). Provide leadership and champion service across the team - ensuring clear direction, roles, responsibilities and objectives in place.

  8. Perform other duties a assigned. 


EFFECT ON END RESULTS:

  1. System and user issues will be managed and addressed in a timely manner so a stable and continuous operating environment will be maintained.

  2. Cost effective productivity gains and greater user efficiency will be accomplished through the proper use of current technologies.

  3. Business expectations are met and customer service requests for adds, changes, terminations aresatisfied.

  4. Adequate site documentation will be maintained and updated so any questions or issues regarding services are quickly identified and serviced.

  5. Increased resource planning and workload/staff allocation to move IT engineers to sites and locations where they are most needed.

  6. Vendor management will be continually monitored and a “best of breed” will be established for all future projects.

  7. Information Technology engineers will be well-trained and supervised to ensure proper personnel cross-training in order to ensure continuous support of IT network services.


CLOSING STATEMENTS:

Make a living by making a difference. Apply online today!

Volunteers of America is an Equal Opportunity Employer/Vets/Disabled.

Other details

  • Pay Type Salary
  • Job Start Date Wednesday, January 23, 2019

Job Requirements

 
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Job Snapshot

Location US-NY-New York
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Health Care

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Snapshot
Volunteers of America - Greater New York Inc
Company:
US-NY-New York
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Health Care
Store Type:

Job Description

Volunteers of America is a national, faith-based human services organization that helps some of the most vulnerable men, women and children in our communities lead safe, healthy, independent and productive lives. Founded in New York City in 1896, Volunteers of America is one of the nation's oldest, largest and most respected human services organizations, serving 2 million people in 400 communities in 46 states every year. Volunteers of America - Greater New York is the largest affiliate of the national organization, with more than 90 programs and 1,300 staff in the metropolitan New York area, Westchester and Nassau counties, and Northern New Jersey. Skilled and dedicated staff, and generous corporate and individual community partners, help tens of thousands of people in need every year. Whether the needs are short-term, like case management and temporary shelter, or long-term help like permanent supportive housing, we have the commitment, experience and relationships necessary to provide high quality, comprehensive services to a wide range of people in need in the New York metropolitan area.

The Senior Information Technology Service Delivery Managerresponsible for the administration and management of the Volunteers of America’s Information Technology service desk. Track and manage Service Desk KPI metrics and exceptions; create, update and maintain SLA's; swiftly resolve IT user-based escalations. Directly manage Information technology engineers in support of the end user hardware and software for all VOA-GNY sites and locations. Must have a full understanding of user account administration, strong understanding of process and change management, strong IT customer service skills, and excellent technical, troubleshooting and client liaison skills. The candidate must have the ability to interface with both technical and non-technical professionals.

MINIMUM QUALIFICATIONS:

Bachelors of Science in Business Administration, MIS, or equivalent discipline with 8 years’ experience in IT service delivery, direct business engagement and multiple technology domains, or satisfactory combination of education and experience. 7 years’ experience with implementing new technologies into mature organizations ITILv3 or related service delivery frameworks. Competent in ITIL strategy formulation and service architecture.

PRINCIPAL RESPONSIBILITIES:
  1. Manage day to day effectiveness of the Service Desk and Service Delivery team, delivering high quality IT support service to VOA-GNY vendors, staff and clients.

  2. Oversee day to day Change, Incident, and Problem management. New client provisioning and general operational support. Acting as technical/management escalation for issues from the team.

  3. Liaison with the business to ensure the Help Desk and Service Delivery team meets business expectations and planning future changes to achieve improvements.Satisfies requests from customers that require services to be introduced, added, changed, or terminated.

  4. Managing projects and installations from implementation to operating as business as usual by creating and modifying Service Delivery team procedures and ensuring the team is up to speed prior to project launch. Develops or collects and maintains all project documentation required for successful service delivery.

  5. Manages the process of ensuring Runbooks are updated and submitted for approval ahead of the deployment of a service into the production environment. Assist in developing and updating the Service Catalog and Service Portfolio.

  6. On-going operational team management - including resource planning, workload allocation and service related budget control. Develop processes and ways of working to improve end-to-end operational service levels (using ITIL as a basis). Elevate the current performance.

  7. Management responsibility for direct reporting team of IT engineers. Identify team and individual level capability needs and put in place appropriate solutions to develop these (e.g. coaching, knowledge sharing, on-the-job experiences, informal/formal training). Provide leadership and champion service across the team - ensuring clear direction, roles, responsibilities and objectives in place.

  8. Perform other duties a assigned. 


EFFECT ON END RESULTS:

  1. System and user issues will be managed and addressed in a timely manner so a stable and continuous operating environment will be maintained.

  2. Cost effective productivity gains and greater user efficiency will be accomplished through the proper use of current technologies.

  3. Business expectations are met and customer service requests for adds, changes, terminations aresatisfied.

  4. Adequate site documentation will be maintained and updated so any questions or issues regarding services are quickly identified and serviced.

  5. Increased resource planning and workload/staff allocation to move IT engineers to sites and locations where they are most needed.

  6. Vendor management will be continually monitored and a “best of breed” will be established for all future projects.

  7. Information Technology engineers will be well-trained and supervised to ensure proper personnel cross-training in order to ensure continuous support of IT network services.


CLOSING STATEMENTS:

Make a living by making a difference. Apply online today!

Volunteers of America is an Equal Opportunity Employer/Vets/Disabled.

Other details

  • Pay Type Salary
  • Job Start Date Wednesday, January 23, 2019

Job Requirements

 
Senior IT Service Delivery Manager (MIS261) Apply now