IT Service Delivery Specialist - Hybrid - Dallas / Houston TX

AECOM • Dallas, TX

7d • $90,000 - $115,000 • Hybrid

About The Position

AECOM seeks an IT Service Delivery Specialist to join our Corporate IT team. The IT Service Delivery Specialist will ensure our customers’ needs and expectations are properly understood. This role reports to the AMER Regional IT Service Delivery Manager. The role is expected to have the knowledge and experience to function as a trusted partner to the AECOM business.
This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based in either Dallas or Houston, TX.

Requirements

• BA/BS plus at least 4 years of relevant experience in IT Service Delivery and ITSM Process management or demonstrated experience and/or education equivalency.
• Incident response experience
• In-depth knowledge of the ITSM process.
• A passion for Service Improvement
• Exceptional customer-facing skills
• Experience working with internal IT delivery teams and external IT service providers.
• Understanding of technologies and infrastructure
• Experience with reporting and reporting tools.
• Ability to manage multiple conflicting priorities and deadlines.
• Strong organizational skills
• Willingness to support and mentor junior staff.

Nice To Haves

• Experience with Service Now is strongly preferred
• Experience with Nexthink
• Experience with Windows 11 system
• Experience working with a similarly large, global/cross-border team.
• Experience working in an engineering/infrastructure consulting environment and/or with engineering/infrastructure applications
• Degree in IT, engineering, business, or similar
• Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies
• Ability to communicate effectively through various levels of the organization including Sr. Leadership

Responsibilities

• Take direction from the AMER IT Service Delivery Manager
• Provide day-to-day IT Service Delivery oversight for assigned region (US East or West) including corresponding time zone work hours as needed
• Partner with regional Business Relationship Manager
• Understand regional issues and challenges.
• Provide updates on projects and improvement initiatives.
• Ensure IT audits are logged and completed.
• Report back on regional issues and challenges to their manager.
• Manage escalations within the region.
• Support ongoing and new projects.
• Ensure current ITSM processes are being followed.
• Ensure IT asset management processes are being followed.
• Ensure proper recording, documentation, and closure of tickets.
• Work closely with AECOM’s managed service provider to ensure a high level of service is being provided.
• Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
• Drive standardised processes across the region.
• Provide on-call support as part of the Major Incident Management process.
• Document and communicate processes, procedures, and standards.
• Ensure knowledge articles, training and how-to documents are created.
• Track regional Ticket Data and provide updates within the Region.
• Collaborate and contribute to the broader IT goals.
• Identify opportunities for improvement within the region.
• Drive automation where possible.

Benefits

• AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees