IT Service Delivery Manager

Position: Service Delivery Manager

Location: Naples, Florida

Type: FullTime (Permanent)

Roles and Responsiblities:

· Maintain high performing service support functions including and IT Service Desk, Desktop Support, DataCenter Support, Infrastructure Applications Support, Network & Security Support.

· Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

· As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

· Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

· Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

· Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

· Drive internal and third party service review meetings covering performance, service improvements, quality and processes

· Lead the IT Infrastructure Support teams to continually improve the supported environment

· Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

· Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

· Provide regular and accurate management reporting on IT Service performance

· Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

· Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Essential:

· Able to demonstrate the ability to undertake the above responsibilities

· Legally able to work in the country in which the position is based

· Experienced Service Management professional

· ITIL Certified

· Previous experience as a Team Lead or demonstrable experience in leading virtual teams

· Experience of managing 3rd parties and 3rd party delivered services

· Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

· Expert knowledge of ITIL disciplines

Job Type: Full-time

Experience:

• ITIL: 3 years (Required)
• Service Delivery Management: 8 years (Required)
• Change Management: 1 year (Preferred)

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off