IT Service Delivery Program Manager

ZT Systems•Secaucus, NJ

1d•Onsite

About The Position

IT Project Manager (Service Delivery) role oversees several 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 the needs of ZT Systems. This position will partner with business and the IT team to meet the expectations of the client. The Service role will create and deliver the governance structure and service management framework as well as serve as a primary point of contact for IT services & operations from the business users to resolve conflicts and issues, while establishing and maintaining agreed upon service levels. What You will Do This role manages the end-to-end IT service management and operations that include the following: IT Service management IT Demand Management IT Change Management Problem Management (which includes Postmortem and RCA) Incident Management Service Improvement & Operational Excellence Plans IT awareness & training for the End Users IT communication for the End Users Technical Writing skills is a plus Develop, drive, and deliver an IT service management framework with processes to align with the overall IT department goals and strategy (Policies, Procedures, SLAs, Guidelines, etc) while building a culture of customer service. Lead continuous service improvement initiatives to enhance the service provided by overall IT operations through utilizing international IT standards and best practices. Build and establish relationships with all business departments and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements, and resolving service delivery issues across services within the operations portfolio. Ensures all documentation is properly updated, and signoff has been received at each phase Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users. Increases visibility and communication between the service delivery teams, business stakeholders, IT leadership, and other IT support staff by articulating them in ways that are clear for the business partner as well as for those in IT. Analyzes business processes to determine gaps and identifies technology enabled solutions to close gaps Develop and produce health, KPI reports (Annually, Semi-Annual, Quarterly, Monthly, Daily) Stays informed of industry and regulatory changes impacting IT service management and reflects changes in the internal team processes. Lead the process of certification / recertification activities related to IT service management compliance.

Requirements

Bachelor’s degree in IT, Computer Science, Engineering, or any related specialization
Minimum 5 years of experience leading IT service management in a complex environment with a global footprint (preferable in a manufacturing-type setting)
ITIL v3, v2011, or v4 Foundation Certification preferred
Can demonstrate capability to translate ITIL principles and framework into real-world practice
Built processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored, and achieved in a multi-vendor environment
Demonstrated experience and high level of confidence with vendor interaction and management
Can think outside the box to develop new ideas, concepts and solutions to meet new requirements, unarticulated needs or existing needs through the adoption of emerging technologies

Nice To Haves

Technical Writing skills is a plus
Additional ITIL certification beyond Foundation is a plus
Experience with Service Now development is a tremendous plus

Responsibilities

IT Service management
IT Demand Management
IT Change Management
Problem Management (which includes Postmortem and RCA)
Incident Management
Service Improvement & Operational Excellence Plans
IT awareness & training for the End Users
IT communication for the End Users
Develop, drive, and deliver an IT service management framework with processes to align with the overall IT department goals and strategy (Policies, Procedures, SLAs, Guidelines, etc) while building a culture of customer service.
Lead continuous service improvement initiatives to enhance the service provided by overall IT operations through utilizing international IT standards and best practices.
Build and establish relationships with all business departments and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements, and resolving service delivery issues across services within the operations portfolio.
Ensures all documentation is properly updated, and signoff has been received at each phase
Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users.
Increases visibility and communication between the service delivery teams, business stakeholders, IT leadership, and other IT support staff by articulating them in ways that are clear for the business partner as well as for those in IT.
Analyzes business processes to determine gaps and identifies technology enabled solutions to close gaps
Develop and produce health, KPI reports (Annually, Semi-Annual, Quarterly, Monthly, Daily)
Stays informed of industry and regulatory changes impacting IT service management and reflects changes in the internal team processes.
Lead the process of certification / recertification activities related to IT service management compliance.

Benefits

Competitive base salary
Performance-based annual bonus eligibility
401(k) retirement savings plan
Tuition reimbursement for eligible education programs
Comprehensive medical, dental, and vision coverage with access to leading providers
Mental health resources and employee wellness support programs-
Company-paid life and disability insurance
Paid time off (PTO) and company-paid holidays
Parental leave and family care support programs
Structured training programs and on-the-job learning opportunities
Matching gifts and volunteer programs to support causes you care about