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Senior Information Technology Service Delivery Manager

(Confidential)

Job Description

The Senior Information Technology Service Delivery Manager is responsible 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.


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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Terms & Conditions
Snapshot
(Confidential)
Company:
US-NY-New York
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Health Care
Store Type:

Job Description

The Senior Information Technology Service Delivery Manager is responsible 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.


Job Requirements

 
Senior Information Technology Service Delivery Manager Apply now