Service Delivery Manager

3 days ago

Folsom, California, United States eXcell Full time
About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at eXcell. As a key member of our IT department, you will be responsible for overseeing the delivery of high-quality services to our end-users.

Key Responsibilities
  • Service Support Functions: Maintain high-performing service support functions, including IT Service Desk, Desktop Support, and VIP Support.
  • Incident and Request Management: Act as the owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance and accurate reporting.
  • Major Incident Management: Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Service Delivery Monitoring: Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed.
  • Service Improvement: Champion Service and Support in projects, develop a strong understanding of projects impacting the service area, and ensure service impact is minimized and agreed upon.
  • Quality and Performance: Be accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Service Review Meetings: Drive internal and third-party service review meetings, covering performance, service improvements, quality, and processes.
  • Desktop Management: Lead the Desktop management team to continually improve the desktop computing environment.
  • Desktop Computing Environment: Manage the desktop computing environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
  • Patching and Anti-Virus Updates: Ensure that patching and anti-virus updates are carried out promptly and effectively work with the Technical Design team's evolving standards for hardware, software, and security in the desktop environment.
  • Service Improvement Plans: Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
  • Staff Management: Effectively deliver/manage staff, including recruitment, mentoring, training, target-setting, and performance assessment.
  • Communication and Relationship Building: Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
Requirements
  • Education: Bachelor's degree in IT, Computer Science, or other related fields required.
  • Experience: Minimum 5+ years of experience in a Service Delivery function, including solid experience of dealing with customers and internal teams.
  • ITIL Qualifications: ITIL qualifications/certifications required.
  • Technical Skills: MS Office, C suite knowledge, and experience of customer and supplier relationships.
  • Leadership and Communication Skills: Excellent leadership and people management skills, excellent written and verbal communication skills, and willingness to support and mentor junior staff.
  • Customer Service Skills: Excellent customer-facing/customer service skills, able to work under pressure, meet deadlines, and demonstrate a high degree of flexibility.
  • Organizational Skills: Excellent organizational skills, able to manage sensitive and sometimes confidential information, self-motivation, and able to take responsibility.
What We Offer

We offer a comprehensive benefit package, including health insurance, 401k, basic life/AD&D, supplemental insurance plans, paid time off plan, paid holiday, paid sick leave plan, FSA/HSA pre-tax benefits, and employee discounts.

We are an equal employment opportunity employer and welcome applications from all qualified candidates. W2 only, no corp to corp. We are unable to sponsor H1B visas at this time.

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