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Service Delivery Manager

2 months ago


Chandler, Arizona, United States eXcell Full time
Service Delivery Manager Job Description

eXcell is seeking a highly skilled Service Delivery Manager to oversee the delivery of high-quality IT services to our clients. As a key member of our team, you will be responsible for ensuring that our service support functions are running smoothly and efficiently.

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: 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 your 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.
  • Leadership and Communication: Drive internal and third-party service review meetings, covering performance, service improvements, quality, and processes.
  • Team Management: Lead the Desktop Management team to continually improve the desktop computing environment.
Requirements:
  • Education: Bachelor's degree in IT, Computer Science, or other related fields.
  • 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.
  • Technical Skills: MS Office, C suite knowledge.
  • Soft Skills: Excellent leadership and people management skills, excellent written and verbal communication skills, willingness to support and mentor junior staff, excellent customer-facing/customer service skills, able to work under pressure and meet deadlines, able to demonstrate a high degree of flexibility, including shift and out-of-hours working.

eXcell offers a comprehensive benefit package, including health insurance, 401k, basic life/AD&D, supplemental insurance plans, paid time off, paid holiday, paid sick leave plan, FSA/HSA pre-tax benefits, and employee discounts. We are unable to sponsor H1B visas at this time. eXcell supports equal employment opportunity.