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Service Delivery Manager, Infrastructure Services

3 months ago

Parsippany, New Jersey, United States Securitas Inc. Full time

JOB SUMMARY:

Securitas seeks a Service Delivery Manager (SDM) to oversee IT Infrastructure services in the Americas (North/South).

The SDM acts as the primary IT partner and executive contact for issue escalation, managing delivery and expectations across Securitas divisions.

Responsibilities include handling break/fix escalations, problem management, coordinating technical resolutions, and monitoring/reporting operational performance. The SDM implements reporting metrics, SLAs, KPIs, and knowledge processes to improve performance standards continuously.

They ensure effective utilization of standard operating policies and procedures and manage service quality for all infrastructure services, striving to meet or exceed expectations.

Reporting to the Director of Infrastructure Operations, the SDM maintains direct relationships with Securitas, Vendor Management, Business, and Service Delivery Organizations.

Additionally, they support core IT projects and serve as a liaison between North America and Global IT.

ESSENTIAL FUNCTIONS:

  • Lead delivery of Securitas Infrastructure services by advancing and implementing processes, policies, procedures and standards to support all customer infrastructure needs.
  • Responsible for the successful planning, implementation, and management of infrastructure services where success criteria include meeting SLAs and quality requirements.
  • Serve as first point of escalation for issues coordinating with internal Securitas Teams, Global Teams, Service Delivery peers, managers and/or vendors to resolve technical or operational problems pertaining to Infrastructure Service Delivery Operations.
  • Provide governance, vendor management, change management, knowledge management, and continuous improvement covering all operational activities.
  • Manage, update, and evolve existing Service processes along with requisite business and technical communications.
  • Daily monitoring of volumes and trends, create & leverage ServiceNow dashboards to review metrics and notify leadership about the top drivers and suggestions.
  • Create and monitor the service delivery activity, implementing and improving reports and dashboards, to ensure requests and incidents are being managed well, and look out for volume trends.
  • Manage vendor contract and any variations to scope; performed monthly operational reviews.
  • Develop and implement continuous improvement program to enhance service delivery to Securitas business.
  • Manage and advance projects related to IT infrastructure, service delivery, cloud, and other functions.
  • Manage internal relationships required to deliver service obligations.
  • Provide assistance for all infrastructure service delivery on an ongoing basis.
  • Deliver regional and divisional QBRs with meaningful metrics to establish excellence in delivery service.

MINIMUM QUALIFICATIONS AT ENTRY:

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

Expertise in the following areas:

  • ServiceNow reporting and dashboards.
  • ITSM processes and procedures specifically incident, problem, request, knowledge, and change management processes.
  • Service delivery and relationship management with an IT/Infrastructure environment.
  • Experience with Twilio (or any other) Telephony system reporting, dashboards, and volume analysis. Excellent Excel, PowerPoint, SmartSheet, Reporting and Analytics skills.

Strong working knowledgeable in:

  • Windows OS (10), Office365 products, Printers, scanners, Desktops / Laptops, Basic Networking, VPN, TeamViewer, /Active Directory, Citrix, Mobile devices (IOS, Android), ServiceNow Reporting & dashboards, Twilio (or other telephony IVR tools)

EDUCATION/EXPERIENCE:

  • 10 + years' experience in IT and Infrastructure Operations with 5 years in a management role.
  • Bachelor's degree in IT/IS or related field

COMPETENCIES (as demonstrated through experience, training, and/or testing):

  • Strong leadership experience
  • Exceptional written and verbal communication skills
  • Ability to demonstrate a high level of competence in proactive management

Working Conditions and Physical/Mental Demands:

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.

In addition to other demands, the demands of the job include:

  • Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results.
  • Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.
  • Handling and being exposed to sensitive and confidential information.
  • Required ability to handle multiple tasks concurrently.
  • Occasional local and regional/national travel for presentations, meetings, and visits.
  • Occasional lifting and/or moving up to 10 pounds.
EOE M/F/Vets/Disabilities

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