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Senior Service Delivery Manager

2 months ago

Louisville, Kentucky, United States Brooksource Full time

Brooksource is seeking an experienced Senior Service Delivery Manager to join our Fortune 500 Healthcare client. This individual will be working closely with our Enterprise IT Service Desk to drive the planning, coordination, and execution of current and future integrations. Our ideal candidate has excellent communication and storytelling skills, along with strong leadership and motivation to take ownership of the role and make a significant impact within our organization.

**Key Responsibilities:**

  • Lead IT service integration and management initiatives to ensure seamless delivery of services.
  • Collaborate with the Enterprise IT Service Desk and IT Service Management & Delivery teams to drive process improvements and customer satisfaction.
  • Develop and implement processes to build positive customer relationships during integration.
  • Ensure quality-of-service interactions and knowledge management to drive operational stability.
  • Implement best practices for IT service delivery and support to enhance customer experience.
  • Maintain operational stability and focus on customer experience to drive business growth.
  • Facilitate service integration activities and manage complex problems to ensure timely resolution.
  • Provide strategic direction and influence team members to drive business outcomes.

**Key Competencies:**

  • Strong customer focus and accountability to drive business results.
  • Strategic thinking and ability to build trust with stakeholders.
  • Effective communication, collaboration, and problem-solving skills to drive process improvements.
  • Proficiency in data analysis tools and techniques to inform business decisions.

**Qualifications:**

  • Bachelor's Degree in Computer Science, Information Technology, or equivalent experience.
  • 5+ years' experience in Incident Management & service delivery.
  • Strong communication skills and decisiveness to drive business outcomes.
  • Proven ability to earn trust quickly and handle high-pressure environments.
  • Proactive attitude and strong presentation skills to drive business growth.

**Preferred Qualifications:**

  • Leadership experience (team leader, scrum master, technical leader) to drive business outcomes.
  • ITIL Certification & Six Sigma Principles to drive process improvements.
  • Experience with ServiceNow, PowerPoint, Excel, Data Visualization to inform business decisions.
  • Experience in strategic initiatives for operational stability & efficiencies to drive business growth.