Service Delivery Specialist

2 weeks ago


Richmond, Virginia, United States Commonwealth of Virginia Full time
Job Summary

We are seeking a highly skilled Service Delivery Specialist to join our team in the Supplier Projects and Incident Management Division. The successful candidate will be responsible for providing secure, cost-efficient, and reliable IT Managed Print Services for the Core Infrastructure Service (CIS) program.

Key Responsibilities
  • Supervise staff responsible for new services, issue resolution, inventory management, ticket management, vendor management, and data for billing purposes.
  • Work closely with all facets of VITA services to ensure the highest levels of customer service and follow-up.
  • Define metrics reporting for the assessment/management of performance of VITA services and track release and delivery.
Requirements
  • Documented experience with print services.
  • Understanding of asset management and correlated billing processes.
  • Ticket management experience using ServiceNow or other ITSM solutions.
  • Vendor management experience to include SLAs, performance, billing, and invoice reconciliation.
  • Experience supervising a technical team.
  • Experience with managed print service delivery contracts (Xerox, HP, or similar).
  • Experience with issue resolution, inventory management, ticket management, vendor management, and billing administration.
  • Demonstrated ability to bring problems to resolution.
  • Ability to work with minimal supervision and under specific deadlines.
  • Experience working with suppliers with demonstrated benefits to the business through strong relationship management.
  • Skilled in oral and written communication as it pertains to technical information.
  • Mid-level technical skills and knowledge of information technology to include infrastructure and applications.
  • Moderate service management and delivery experience.
  • Documented experience in business analysis role in an IT environment.
  • Moderate knowledge of understanding strategies and how they relate to customer requirements for services.
  • Experience in analyzing data to draw business relevant conclusions towards process improvements; knowledge in generating process documentation.
  • Demonstrated skills in building effective professional relationships across a broad spectrum of roles to include customers, stakeholders, technical teams, and service providers.
  • Demonstrated ability to work on multiple simultaneous activities with competing priorities.
  • Experience working in an agile environment.
  • Project coordination skills.
  • Experience working in a team environment.
Preferred Qualifications
  • Certification in ITIL Foundations.
  • Convenience contract administration.
  • Project coordination skills and knowledge of developing, managing, and reporting on internal processes that have direct customer impact.
  • Business analysis experience.
  • Agile certification.
  • ServiceNow experience.
  • Service Portfolio management experience.
  • Understanding of IT service delivery in a multi-sourcing environment.
  • Experience with state government, working knowledge of Virginia state agencies, their business plans, and activities.
What We Offer

This position is eligible for one (1) day telework. Applicants must consent to a fingerprint background check. State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system.



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