IT Service Delivery Manager

CLINISYS GROUP LIMITED • Morrisville, PA

84d • $100,000 - $125,000

About The Position

The IT Service Delivery Manager is responsible for overseeing the delivery of high-quality IT services to our internal clients. This role involves managing the day-to-day operations of the IT service delivery team, ensuring service levels are met, and driving continuous improvement in service delivery processes. The ideal candidate will possess strong leadership skills, a customer-centric approach, and a deep understanding of IT service management principles.

Requirements

• Bachelor's degree in computer science, Information Technology, or a related field.
• Proven experience (5+ years) in a service delivery management role within an IT environment.
• ITIL certification or equivalent in IT service management.
• Knowledge of AI technologies and their application in ITSM (AIOps, chatbots, predictive analytics, etc.).
• Experience with Microsoft 365 Technologies/Administration.
• Experience in managing IT service delivery in a global, matrixed organisation.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Excellent project management skills with strong planning and organizational abilities.
• High levels of customer service skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Adaptable and flexible to changing demands, with the ability to implement and manage change.
• Experience with ITSM tools such as ServiceNow, Service Desk Plus, or similar.

Nice To Haves

• Experience with AI-enabled ITSM tools is an advantage.
• Project management certification (PMP, PRINCE2) is an advantage.

Responsibilities

• Lead and manage the IT service delivery team to ensure effective and efficient IT service delivery.
• Drive the adoption and integration of AI-powered solutions to automate service desk operations, enhance user experience, and optimize resource allocation.
• Monitor and achieve service performance metrics and KPIs, leveraging AI analytics where possible.
• Collaborate with cross-functional teams to pilot and scale AI initiatives within IT service management.
• Develop and maintain strong relationships with stakeholders and clients, acting as the primary contact for service delivery issues.
• Ensure adherence to service delivery processes, policies, and procedures, with continuous improvements.
• Oversee incident and problem management processes, ensuring timely resolution and effective root cause analysis.
• Manage change and release management processes, ensuring smooth implementation and minimal impact.
• Identify and implement opportunities for process improvements and drive a culture of continuous improvement.
• Communicate effectively with senior management, providing regular updates on service performance and improvement initiatives.
• Provide leadership, coaching, and mentoring to the IT service delivery team, fostering a collaborative and high-performance culture.
• Manage end-user hardware/application deployment and support, ensuring maximum system availability.
• Project manage the successful implementation of ICT projects.
• Gather and analyze user satisfaction scores monthly and update knowledge base articles.

Benefits

• Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Number of Employees: 1,001-5,000 employees