IT Service Delivery Manager

Ben E. Keith Company•Fort Worth, TX

About The Position

The IT Service Delivery Manager will be responsible for overseeing the delivery of IT services across the organization through an enterprise Service Desk. This role will focus on service quality, improving IT support processes, and optimizing IT operations. The role will also serve as the primary leader for end user computing for the organization, ensuring stability and reliability. The high-energy candidate will have extensive experience in managing IT service desk teams, developing service delivery strategies, and implementing ITIL-based processes to meet service level agreements (SLAs) and drive continuous improvement.

Requirements

10+ years of experience in IT service delivery, IT operations, or a similar leadership role.
8+ years of proven experience with end user computing hardware, including asset management and refresh initiatives.
5+ years of proven experience managing large IT service desk teams and driving service improvements.
5+ years of proven experience with ITIL or ITSM frameworks and managing SLAs and KPIs for IT services.
5+ years of proven experience with vendor management, including managing performance.
3+ years of proven experience using ITSM tools (Jira Service Desk) for incident, problem and change management.
Demonstrated understanding of IT operations, including networks, servers, cloud services, and enterprise systems.
Excellent leadership, communication, and interpersonal skills, with the ability to lead and motivate teams.
Strong problem-solving and decision-making capabilities.
Exceptional customer management skills, with a focus on understanding and meeting business needs.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher).
College degree is required

Responsibilities

Lead the overall IT service delivery function (Service Desk), ensuring all IT services are efficiently provided.
Actively promote the standardization of end user computing hardware best practices.
Develop and manage service delivery practices that align to the organization's goals and customer needs.
Ensure the effective delivery of IT services by managing service levels and key performance indicators (KPIs).
Monitor IT service performance and ensure that service incidents are minimized and addressed in a timely fashion.
Oversee 24x7 operations of the Service Desk, L1 triage and incident management functions
Perform lifecycle management of critical incidents, ensuring timely and effective resolution, ensuring RCA and prevention measures are documented.
Promote a customer-focused culture within the IT service delivery teams to enhance end-user satisfaction.
Deliver ITIL-based service management frameworks, including incident, problem, and change management.
Continuously evaluate IT service delivery processes and tools to identify opportunities for improvement.
Foster a culture of continuous improvement, encouraging feedback, innovation, and automation.
Lead initiatives to streamline operations and reduce service delivery costs without compromising quality.
Manage relationships with external service partners and vendors, ensuring they deliver high-quality services.
Participate in the negotiations of partner service contracts, ensuring performance to stated SLA targets.
Serve as the subject matter expert for IT service delivery discussions with business leaders and key stakeholders.
Communicate consistently with IT leadership, providing updates on IT performance metrics, and project progress.
Lead, mentor, and coach a team of IT service delivery professionals, fostering a high-performance culture.
Set clear goals and expectations for the IT service delivery team, ensuring alignment with business objectives.
Provide training, guidance, and professional development opportunities to the team.
Conduct regular performance reviews and provide feedback to ensure continuous improvement in team performance.
Measure customer satisfaction related to IT services, driving initiatives to improve user experience.