IT Service Delivery Manager

2 months ago

Marlborough, United States BJ's Wholesale Club Full time

Position Overview:

The Service Delivery Manager is a leadership role responsible for managing the overall service delivery operations including Service Desk with a team of offshore agents. The Service Delivery manager will have working experience with ITIL Service Design and Service Operations and responsible to ensure the delivery of high-quality support services to end-users and driving continuous improvement initiatives. This role requires a methodical thinker with strong leadership skills, extensive experience in IT service management, and a deep understanding of service desk operations, Incident Management, Problem Management and Event Management.


Key Responsibilities:

  • Oversee the daily operations of an outsourced service desk to ensure efficient and effective resolutions of IT issues and requests.
  • Implement and manage service level agreements (SLAs and SLOs) to meet organizational goals and user expectations.
  • Monitor key performance indicators (KPIs) to measure service desk, Operations, NOC for performance and identify areas for improvement.
  • Lead, mentor, and manage a team of service desk professionals, including service desk managers, analysists, and technicians.
  • Oversee enterprise Knowledge Management processes to ensure accurate knowledge articles are published and periodically assessed for accuracy.
  • Participate in Problem Management initiatives as defined by the objectives of the problem management team.
  • Foster a positive and collaborative team environment that encourages professional growth and development.
  • Identify and implement best practices, industry standards, and innovative solutions to enhance service delivery.
  • Drive continuous improvement initiatives to optimize service desk processes, workflows, and technologies.
  • Conduct regular assessments and audits to ensure compliance with ITIL (Information Technology Infrastructure Library) standards and other relevant frameworks.
  • Ensure an elevated level of customer satisfaction by effectively managing user expectations and resolving escalated issues.
  • Conduct regular surveys and feedback sessions to gauge user satisfaction and identify opportunities for improvement.
  • Stay current with emerging technologies and trends in IT service management to maintain a modern and effective service desk.
  • Allocate service desk resources effectively to meet service desk demands and organizational priorities.
  • Collaborate with other IT teams and departments to ensure seamless service delivery and alignment with overall IT strategy.

Requirements:

  • Bachelor’s degree in computer science, information systems, or related field, or equivalent work experience.
  • 5+ years of experience in IT service management frameworks.
  • ITIL certification and working experience in review and implementation Service Design and Service Operations is highly desirable.
  • Ability and working experience to implement ITIL maturity roadmap.
  • 5+ years’ experience in a Service Desk Management for a Retail Company
  • 5+ years’ experience partnering with onshore and offshore service provider.
  • Proven experience in managing and leading diverse offshore sourced teams in a challenging and fast-paced environment.
  • Strong problem-solving skills and the ability to make data driven decisions.
  • Excellent communication, interpersonal, and organizational skills.
  • Proficiency in using service desk tools and technologies (e.g., ServiceNow, Jira, MS Team)


Work Environment:

  • This role is typically performed on site in an open concept office environment, with occasional travel required to other company locations or industry events.
  • The company is currently in a hybrid working model with 3 days on site (Tuesday, Wednesday & Thursday) and 2 days remote (Monday & Friday).
  • This role involves occasional Major Incident Management on call support through a rotation with other IT services leaders.
  • Flexibility in working hours may be required to accommodate global operations and time zone differences.


Reporting:

The Service Desk Operations Manager reported to the Director of IT Operations and Service Excellence or a similarly senior position within the IT department.


This job description outlines the primary duties and responsibilities of the Service Desk Operations Manager and is not intended to be exhaustive. The employee may perform other related duties as assigned to meet the ongoing needs of the organization.

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