IT Service Delivery Manager

3 weeks ago


Newark, United States Munich Airport NJ LLC Full time

Munich Airport NJ LLC is a US-based subsidiary of the German Airport Operator Munich Airport. Munich Airport NJ LLC is responsible for the operations, maintenance, and concession management at the existing New Terminal A at Newark Liberty International Airport (EWR) We are looking for an experienced;

IT Service Delivery Manager

to join our team as soon as possible. You will be part of a quickly growing team, helping not only to create an attractive passenger terminal, but also to develop the Terminal Operator company with your expertise and personality.

Your Future Responsibilities

  • Manage the service desk team and oversight of ITIL Service Management processes
  • Ensure that the ICT Service Desk operates efficiently and effectively, providing technical support when necessary
  • Provide regular verbal and written reports to management on ICT service levels, planned maintenance, issues, and data
  • Drive the performance of the IT service desk to achieve a high level of performance
  • Drive the effectiveness of the Incident management process (quick response, resolution, and communication
  • Establish and implement ITIL standards
  • Improving operational management systems, processes, and best practices.
  • Develop Service and Operational Level Agreements to set expectations and measure performance
  • Develops an effective and workable ITIL framework for managing and improving customer support in the organization
  • Advise management on situations that may require additional client support or escalation
  • Seek ways to increase quality of customer service
  • Responsible for managing the Airport IT service desk
  • Responsible for resolving issues escalated by technicians and engineers
  • Responsible for coordinating with vendors and other systems provers to resolve the issues and monitor the SLA
  • Other Ad-hoc duties as assigned
Your Education & Training
  • 10 + years progressively responsible experience in ICT Operations management
  • Knowledge of organizational effectiveness and operations management
  • Experience working in an airport environment is preferred
Your Skills & Experience
  • Strong knowledge of ITSM and ITIL best practices
  • Very good knowledge and practical experience of the MS Office products (MS Word, MS Excel, MS, PowerPoint, MS Visio, and MS Project)
  • Very good knowledge in English (spoken and written)
  • Stellar organizational skills
  • Continuous Improvement Mindset
  • Ability to prioritize tasks
  • Ability to act with integrity, professionalism, and confidentiality
  • Has a positive and energetic attitude with a hands-on mentality
  • Ability to work without direct supervision, taking responsibility, and ownership of assigned tasks
  • Ability to work in a team-driven environment
Good reasons why you should become part of the airport family
  • Be part of the team who embraces diversity, fosters collaboration, practices mentorship, and believes in a positive, healthy work climate
  • Help Munich Airport, Europe's only 5-star Airport, to build on its reputation in the US
  • International working environment
  • Attractive benefit package; Health, Vision, Dental, 401(k) Matching, LTD/STD, PTO

Munich Airport US Holding and it's subdivision Munich Airport NJ LLC are equal opportunity employers.

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