IT Service Delivery Manager

GFL Environmental•Mokena, IL

About The Position

The IT Service Delivery Manager (ITSDM) oversees the delivery of IT services to GFL Operations, ensuring services meet agreed-upon service levels and quality standards. The role collaborates with IT professionals and other departments and continually improves processes to enhance overall IT service delivery. The ITSDM reports to the IT Service Delivery Director. The ITSDM builds productive relationships with business leaders, identifies strategic technology needs, and supports business objectives through technology guidance and process improvements. Serving as a liaison and single point of contact between business groups and IT, the role communicates needs, coordinates cooperation among business experts, IT staff, and vendors, and manages stakeholder expectations. It also monitors IT projects and changes related to the business and analyzes requests for opportunities to improve organizational efficiency.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field.
Five years of proven experience in IT service delivery management or a related role.
Strong leadership and team management skills.
Excellent communication and interpersonal skills, including the ability to interact effectively with clients, stakeholders, and vendors.
Understanding of IT service management principles, processes, and frameworks such as ITIL.
Proficiency in project management tools and methodologies.
Sound knowledge of IT infrastructure, systems, and software applications.
Ability to work under pressure and prioritize tasks in a fast-paced environment.
Valid work authorization in the country where the job is located; visa sponsorship is not provided.

Nice To Haves

Master’s degree.
Relevant certifications, such as ITIL or PMP.

Responsibilities

Develop and maintain strong, productive relationships with business leaders.
Consult with business leaders to identify strategic technology needs, provide industry-informed guidance, and support service-line or regional business objectives.
Improve communication and build credibility and trust between operational groups and IT.
Engage with the business to understand technology requirements and recommend related business process improvements.
Act as a liaison between business and IT to communicate needs and discuss critical success factors.
Facilitate cooperation among business subject matter experts, IT staff, and vendors as appropriate.
Assist in prioritizing activities within and across operational groups.
Translate business vision into a shared understanding that enables execution by business and IT personnel.
Manage stakeholder expectations and take accountability for service delivery.
Monitor IT projects and business-related changes to support successful implementation and continued IT credibility.
Act as a single point of contact for requests.
Conduct needs and impact analyses on business requests to identify opportunities to connect programs, processes, and systems for greater efficiency.
Collaborate with other IT Business Partners to develop strategies for aligning business groups where appropriate.
Ensure IT service delivery meets agreed-upon service levels and quality standards, and continually improve service delivery processes.

Benefits

Four medical plan options, including an HSA with employer contribution and match program.
Dental coverage.
Vision coverage.
Employee Assistance Program with free counseling services.
Paid time off.
401(k) with employer match.
Competitive wages.
Career advancement and growth opportunities.
Continuous learning opportunities.
Job stability within an essential services company.