IT Service Delivery Manager

3 weeks ago


Orlando, Florida, United States Hilton Grand Vacations Full time
Job Description

We are seeking a highly skilled IT Service Delivery Manager to join our team at Hilton Grand Vacations. In this role, you will be responsible for ensuring that IT services and systems are provided and supported effectively and efficiently, with a primary focus on meeting and exceeding customer expectations.

The successful candidate will have a minimum of 3 years of work experience working on an IT service or help desk, with strong customer communication skills and the ability to communicate complex technical concepts clearly and effectively at all levels of the organization.

Key Responsibilities
  • Supervise the operation of the Service Desk to ensure Team and individual performance levels consistently meet or exceed the needs of HGV customers per approved SLA metrics.
  • Supervise all Service Desk activities and respond to advanced Service Desk incidents and requests, taking action to meet and maintain Service Desk goals, objectives and vision.
  • Communicate outages and emergency activities to HGV Team members and SLT/EC Leaders.
  • Standardize and repeatable processes to support all Service Desk activities.
  • Review call and ticket data to ensure Team is meeting performance expectations.
  • Reduce incident levels and associated mean time to restore via documentation/knowledge base, education and training of the Service Desk Team and/or process enhancements.
  • Manage staff calendar rotation to ensure continuity of service for all HGV customers.
  • Improve First Call Resolution by establishing effective working relationships within Technology Teams.

In addition to these key responsibilities, the successful candidate will also:

  • Meet with Business and Technology leaders to continuously improve the customer experience through the Service Desk.
  • Provide Service Desk Reporting Metrics, Root Cause Analysis and KPI to SLT Leaders and Executives Management as required.
  • Ensure personnel management, performance reviews, competency development, and coaching of staff.
  • Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
What We Offer

Hilton Grand Vacations offers a competitive salary range of $80,000 - $110,000 per year, depending on experience. Additionally, we offer a comprehensive benefits package, including health insurance, dental and vision insurance, 401(k) matching, paid time off, and tuition reimbursement programs.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



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