IT Service Delivery Manager POST NUMBER: 426041
Location: Port Washington/Mequon, WI
Type: Full-Time, Contract to Hire (CTH is preferred) Possible Direct Hire
Experience: 7 Years
Rate: $60/65 per hour (salary conversion $120/150K)
Important Note—You will be required to be onsite three days a week and two days remote. We will not consider candidates who need to relocate, candidates from Corp-to-Corp companies, or anyone who requires sponsorship now or in the future.
SUMMARY OF THE JOB:
Reporting to the Director of Information Technology, the IT Service Delivery Manager oversees technical implementation and process improvement projects to support outstanding service delivery. This position will deliver high-quality service to our clients and ensure service levels and processes meet their needs.
ESSENTIAL FUNCTIONS:
Service Management:
Responsible for overseeing and managing our infrastructure engineering teams. The scope includes all ITIL processes, Asset Management, Access Management, and business processes.
- Demonstrated ability to handle incidents, changes, problems, requests, ITIL, and knowledge management applications. Assist in building and maintaining internal technical documentation, manuals, policies, and processes.
- Take ownership of critical incidents and processes to ensure coordination of resolving parties, effective and timely communication to stakeholders, and post-incident review.
- Manage the incident, request, and escalation processes, ensuring high performance, accurate reporting and establishing service improvement activities when required.
- Manage the team's workload to ensure that inbound work is distributed efficiently to enable efficient response/action and that work is distributed equitably across the team.
- Manage the operational process of incoming calls to the Service Desk via phone, self-service, and email, ensuring courteous, prompt, and effective resolution of issues/requests. Monitor, control, and support service delivery, providing systems, methodologies, and procedures are in place and followed. Identify and implement efficiencies to reduce the number of issues/calls.
- Communicate new IT services, maintenance activities, and service outages to all affected parties promptly.
- Ensure customer satisfaction by maintaining constant communication on open service items.
- Lead, manage, and train Level ½ & 3 support staff on technical problem-solving and standard processes. Implement and maintain proper knowledge-based documentation.
- Identify training gaps and assist in building educational opportunities to correct gaps.
- Develop and manage an on-call rotation for support services even after hours.
- Provide regular and accurate management reporting on IT Service performance and be accountable for the quality of service and performance.
Establish and monitor service level agreements in consultation with technology and department managers to ensure problem resolution expectations and timeframes are achieved.
- Analyze the performance of Server & Service Desk activities and documented resolutions, identify problem areas, and develop/deliver solutions to enhance the quality of service and prevent future problems.
- In addition, the IT Service Delivery Leader identifies and pursues service improvement initiatives, manages complaints, suggestions, and compliments, and serves as the face of IT to Liberty employees.
- The IT Service Delivery Leader monitors and reports on IT support metrics, including SLAs and resolution rates, and issue trends, and employs technology or process strategies where possible.
- Provides retrospective and predictive reporting to inform operational, resource, and budget planning activities.
- Responsible for managing, mentoring, and guiding our infrastructure teams responsible for frontline and second-level support of our client's IT systems, including hardware and software support, field/branch support, application, and conferencing support.
- Effectively manage staff including recruitment, mentoring, coaching, target setting, and performance assessments.
- Manage relationships with third-party service providers responsible for developing and maintaining applications.
- 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 IT services.
- 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.
- Proven leadership skills, with 5 to 10 years of experience leading level 2 & 3 server management teams
- At least five years of experience with Microsoft Server, VMware, O365, and Azure, including knowledge of capabilities, applications, and operations.
- Experienced working as a product owner within the Agile/Scrum project framework.
- Continuous improvement approaches
- ITIL certified.
- A computer science, engineering, or information systems degree or an equivalent field is required.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.