job summary :
Our client is a well-known private Ivy League research University and Education Leader and they are looking for an IT Service Delivery Manager to join their growing team on a 6 month contract.
This role will work 35 hours per week. The IT Service Delivery Manager will be responsible for Service Delivery Excellence : Advise IT leadership on design and implementation of IT Service Management initiatives.
Function as a subject matter expert in IT Service Management and ITIL frameworks. Provide matrixed leadership for IT Service Delivery across IT segments.
Oversee and enhance the delivery of IT services to customers, ensuring SLAs are met or exceeded. This role will also develop, define, and implement key performance indicators and service quality measures.
Monitor and report on service delivery performance, identifying areas for improvement and implementing strategies to address any issues.
This is a great opportunity for a Service Delivery Manager looking for their next role at a great university! Are you the next IT Service Delivery Manager for this amazing University?
Reach out today with your updated resume for immediate consideration!
responsibilities :
Service Delivery Excellence : Advise the client's IT leadership on design and implementation of IT Service Management initiatives.
Function as a subject matter expert in IT Service Management and ITIL frameworks. Provide matrixed leadership for IT Service Delivery across the client's IT.
Oversee and enhance the delivery of IT services to customers, ensuring SLAs are met or exceeded.
- Process Improvement : Continuously assess and improve service delivery processes to increase efficiency, reduce resolution times, and improve customer satisfaction.
- Documentation and Knowledge Management : Collaborate with the Director of Technology Communication and Training to ensure that all documentation and knowledge base articles are accurate, up-to-date, and accessible.
- Collaboration with IT Teams : Provide leadership on team activities related to service analysis initiatives and consider the business implications of technology application to the current and future business environment.
Work closely with the Infrastructure Service Queue Manager and other IT teams to streamline technical incident and service request processes, aiming for minimal steps and fastest resolution times.
Workflow Design : Lead definition of system / service requirements, gap analysis, and identification of feasible alternative solutions that meet defined business / service management objectives.
Design and implement effective service delivery workflows across customer support tiers and between different parts of the organization, aiming to minimize handoffs and maximize responsiveness.
- Performance Monitoring : Develop, define and implement key performance indicators and service quality measures. Monitor and report on service delivery performance, identifying areas for improvement and implementing strategies to address any issues.
- Stakeholder Communication : Collaborate with stakeholders to translate business / service / change management needs into systems requirements and scoping.
Act as a liaison between IT and other departments, ensuring clear communication and understanding of IT service delivery capabilities and limitations.
- Develop budget planning for IT Service Management toolsets, processes, documentation, and training.
- Contribute to development of long-term strategy, plans, and policies for the client's IT.
- Abide by and follow the IT technical standards, policies and Code of Conduct
qualifications :
- Experience level : Manager
- Minimum 5 years of experience
- Education : Bachelors (required)
skills :
- Product Management (5 years of experience is preferred)
- Software Architecture (5 years of experience is preferred)
- Javascript
- servicenow (4 years of experience is preferred)
- servicenow ITSM
- itil (5 years of experience is preferred)
- itsm (5 years of experience is preferred)
- Mainframe
- Systems Analysis
- HTML
- Automated QA Testing
- Performance Testing
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