IT Service Delivery Manager

1 week ago

Indianapolis, Indiana, United States Allison Transmission Full time
Job Title: IT Service Delivery Manager

At Allison Transmission, we're driving progress everywhere by employing top talent worldwide. We're seeking an experienced IT Service Delivery Manager to join our team and oversee the daily operations of our IT client services technologies and support teams.

Key Responsibilities:
  • Provide delivery management oversight for IT support teams responsible for end-user services, including service desk, desk-side support, workstation imaging, and deployment.
  • Manage operational performance of service providers in accordance with contractual obligations and participate in regular review and adjudication of SLAs.
  • Manage day-to-day service delivery escalations relative to operational performance of the end-user support teams.
  • Participate in end-user hardware evaluation and selection, and procure end-user computer and peripheral hardware.
  • Review and approve end-user software requests based on standards, end-user justification, and licensing constraints.
  • Oversee programs for new employee computer deployment and refreshing of aged computers.
  • Oversee change management controls of the standard workstation images.
  • Facilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups.
  • Leverage deep subject matter expertise to identify and lead execution of continual service improvement initiatives.
  • Serve as process owner and manager for the Knowledge Management Process.
Requirements:
  • 10+ years of relevant experience in the IT industry.
  • 5+ years of relevant experience in an IT leadership role focused on IT Operations management, technical management, or service delivery management.
  • 5+ years of experience directly supporting and/or managing teams responsible for the support of 3 or more of the following: Active Directory, Office 365, workstation computers (Windows), service desk, workstation support, workstation device procurement, or workstation imaging.
  • 5+ years participating in an IT customer service role.
Scope:
  • Support 3000+ end-user computers.
  • Support 3000+ employees.
  • International user base.
  • Provision 1000 computers/laptops annually.

At Allison Transmission, we're committed to providing a diverse and inclusive work environment. We're an equal opportunity employer and welcome applications from qualified candidates regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression, or veteran status.

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.

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