Manager, Service Delivery

4 weeks ago

Scottsdale, United States Carlisle Companies Incorporated Full time

Management Responsibilities_
- Build and maintain strong relationships with customers (often C-Suite), acting as the main point of contact for service-related issues and inquiries.
- Collaborate with customers to understand their needs, goals, and expectations, and ensure that service delivery meets or exceeds these requirements.
- Implement strategies for continuous improvement in service delivery processes and procedures.
- Identify potential risks and issues related to delivery and develop mitigation strategies to address them.
- Participate in cross-functional projects and initiatives aimed at improving overall business performance and customer satisfaction.
- Provide periodic assistance to internal and external auditors.
- Lead and mentor a small team of service delivery professionals, providing guidance, support, and coaching as needed.
- Coordinate and allocate resources effectively to ensure optimal service delivery outcomes.
- Conduct performance evaluations, set objectives, and identify training needs for team members.
- Service Delivery Responsibilities_
- Incidents and requests will be tracked in the organizational-wide ServiceNow ticketing tool.
- Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements.
- Escalate complex events to appropriate individuals (e.g., Systems, Network, or InfoSec), as necessary.
- Receive, configure, and deploy computer hardware, software, mobile devices and other technology tools and products.
- Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions).
- Provide limited technical and troubleshooting assistance related to the company's critical business systems.
- Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact.
- Assist division/corporate IT teams in becoming and remaining compliant with the company's IT security policies and minimum standards.
- Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures, and guidelines).
- Ensure risks associated with changes to critical assets are considered and adequately mitigated prior to implementation.
- Liaise with third parties as it relates to any of the above.
- Perform or assist with other activities for which this role might reasonably be expected to participate.
- Other duties, as requested.

**Requirements**:

- Bachelor's degree in business administration, management, or a related field; advanced degree preferred.
- Proven experience (~5 years) in service delivery management or a similar role, preferably in the IT or manufacturing industry.
- Strong understanding of service management frameworks (e.g., ITIL) and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Experience in client relationship management and stakeholder engagement.
- Certification in service management (e.g., ITIL Foundation) is a plus.

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