Service Delivery Director
1 day ago
We are seeking a highly skilled Service Delivery Director to lead our IT Customer Service Team. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and the ability to drive continuous improvement.
Job SummaryThe Service Delivery Director is responsible for the design, transition, ongoing maintenance, support, and continuous improvement of the Americold Customer Service Team across the entire IT service management lifecycle.
This role requires a strategic thinker who can develop and establish agile and customer-focused service procedures, policies, and standards. You will be responsible for ensuring that all routine IT tasks, incidents, and routine changes are moved to customer service and that 3rd-party partners deliver the expected quality within KPI targets.
Key Responsibilities- Lead the IT Customer Service Team to achieve high performance and customer satisfaction
- Develop and implement strategies to improve service delivery and reduce costs
- Collaborate with stakeholders to ensure effective contract management, financial controls, and partner service escalations
- Manage the Service Desk and Desktop team to achieve continuous improvements
- Ensure adherence to SLAs and KPIs, including First Contact Closure, Customer Satisfaction, Average Speed of Answer, Call Abandonment, Mean time to Respond, and Mean time to Resolve
- Bachelor's degree in a computer-related field or equivalent combination of education and experience
- 15+ years of experience in IT, with 10+ years of ITIL experience and at least an ITIL intermediate certificate in Service Operation
- 10 years of technology helpdesk/service desk experience, with supervisory experience or a combination of education, training, and progressive work experience
- Excellent management and interpersonal skills, with strong written and verbal communication skills
- Experience in dealing with large-scale information systems projects and service delivery
The estimated salary for this role is $120,000 - $180,000 per year, depending on experience. We offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off.
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