Service Delivery Manager

2 weeks ago

Folsom, United States eXcell Full time

Find out why eXcell is the employer of choice for contractors Join eXcell and enjoy our generous employee benefits

We have a brand new opportunity for a qualified Service Delivery Manager to work onsite in Folsom, CA. This role oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder-facing role and requires the manager establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
 
Duties and Responsibilities:

  • Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support

  • Act as owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review

  • Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed

  • Champion Service and Support in projects and develop a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed upon

  • 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

  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

  • Lead the Desktop management team to continually improve the desktop computing environment

  • Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security

  • 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

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services

  • Provide regular and accurate management reporting on IT Service performance

  • Effectively deliver / manage Staff including recruitment, mentoring, training, target-setting and performance assessment

  • 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

 
Skills and Qualifications:

  • Bachelor’s degree in IT, Computer Science, or other related fields required

  • Minimum 5+ years of experience

  • Experience in a Service Delivery function, including solid experience of dealing with customers, and internal teams, typically gained over 3-5 years

  • ITIL qualifications / certifications

  • MS Office, C suite knowledge

  • Experience of customer and supplier relationships, confidence and presence to deal with customers and suppliers both internal and customer facing

  • Experience of managing 3rd parties and 3rd party delivered services

  • Service Management or support experience in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines

  • Expert knowledge of ITIL disciplines

  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams

  • 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

  • Excellent organizational skills

  • Able to manage sensitive and sometimes confidential information

  • Self-motivation and able to take responsibility

  • Able to manage and prioritize tasks and time efficiently

  • Able to demonstrate initiative and a proactive approach to daily tasks

 
 
 
$34.33 per hour
 
Full COVID-19 vaccination may be required.
 
We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

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