IT Service Delivery Manager

4 weeks ago


Mequon, Wisconsin, United States Vaco Full time

Job Title: IT Service Delivery Manager


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.

Key Responsibilities:

  • Manage the incident, request, and escalation processes, ensuring high performance, accurate reporting, and establishing service improvement activities when required.
  • Monitor, control, and support service delivery, providing systems, methodologies, and procedures are in place and followed.
  • 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 1⁄2 & 3 support staff on technical problem-solving and standard processes.

Requirements:

  • 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.
  • ITIL certified.
  • A computer science, engineering, or information systems degree or an equivalent field is required.


Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, 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.



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